Operational Analyst (Application Tech Support Practitioner)

About the role

Accenture is seeking an Operational Analyst to ensure the stability and performance of its application ecosystem. The role blends technical execution with service excellence, acting as a key point of contact for incident resolution and service management.

Key responsibilities

• Identify, log, monitor, and escalate technical issues and outages, meeting or exceeding SLA targets.
• Collaborate with solution architects, vendors, and L2 support teams to resolve complex problems.
• Operate IT production services according to established management protocols and global standards.
• Manage the full lifecycle of ServiceNow tickets, including Incident, Problem, and Change Management.
• Analyze performance trends and propose systemic improvements.
• Communicate fluently in English with global stakeholders, leading status calls and resolving critical issues.
• Plan, organize work, and mentor junior practitioners.

Required profile

• Minimum 6 months of experience in technical support or operational roles (preferred).
• Strong analytical mindset with a focus on continuous improvement.
• Excellent communication skills in English.
• Ability to lead and mentor junior team members.

Required skills

• Advanced knowledge of Java and Java Standard Edition.
• Solid understanding of Microservices architecture.
• Proficiency in SQL and Oracle Database; MySQL knowledge is a plus.
• Extensive experience with ServiceNow (Incident, Problem, Change modules).