Accenture IT Service Management Associate Manager in Chicago, Illinois

Title: IT Service Management Associate Manager Location: USA-Midwest Job Number: 00578324

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client Delivery & Operations career track drive delivery and capability excellence through the design, development and/or delivery of a solution, service, capability or offering. They grow into delivery-focused roles, and can progress within their current role, laterally or upward.

IT Operations professionals support infrastructure operations and/or manage delivery for IT production systems and services based on operational requirements and service agreements.

Job Description

Program/Project Management professionals manage multiple, ongoing, interrelated projects to achieve a specific set of client business goals. Coordinate service levels and agreements and prioritize resources across projects and entities. Organize and manage resources and plans all work required to complete a discrete project within defined scope, quality, time and cost parameters.

A professional at this position level within Accenture has the following responsibilities:

Analyzes and solves problems that are low complexity and may be routine in nature where answers can be readily obtained.

Interacts with peers within Accenture before updating supervisors. Likely has limited direct exposure with non-management levels at a client and/or within Accenture.

Receives moderate of level instruction on daily work tasks and detailed instructions on new assignments.

Decisions impact own work and may impact the work of others.

Individual contributor as a part of a team, with a focused

Job Responsibilities:

The Service Management Incident Management lead will be responsible for incident management process, and take part in incidents as Incident manager to lead the incident calls and integrate with other process change, problem, asset etc to drive effectiveness in Incident management and improve overall incident management process.

  • Has overall accountability for the Incident Management process for a specific area (Delivery Team, Region etc.)

  • Reviews Incidents reports with the Incident Coordinator

  • Serves as the key IM process contact for other Service Management Teams

  • Monitors the effectiveness of Incident Management and making recommendations for improvement

  • Reviews the vendor performance at a regular interval with Supplier Management and Vendor


Basic Qualifications:

  • Minimum of 5 years of experience in ITIL/ITSM processes with knowledge of various ITSM stages - : Incident Management, Problem Management, Change Management, Configuration Management, Availability Management, Continuous Improvement, Service reporting and KPIs.

  • Minimum of 5 years of experience in Application or Infrastructure Operations Support

  • Minimum of 5 years experience in Service Now Incident Management, Change management

Desired Skills:

  • Self-directed.

  • An ability to work well and collaborate with others.

  • An ability to plan, organize, and direct the activities of multiple individuals and groups.

  • An ability to facilitate problem resolution

  • Strong customer-facing and internal communication skills

  • Experience coaching/training others

  • Experience planning and leading a delivery.

  • Strong organizational skills, including attention to detail and the ability to manage multiple tasks and responsibilities.

  • A strong sense of ownership.

  • Process Management skills a plus.

  • Experience creating process documentation.

  • Manage the troubleshooting bridge call

  • Engage technical manager and technical teams to provide updates

  • Maintain & update the generic Playbook throughout the call

  • Engage suppliers if required for resolving the incident

  • Provide frequent summary of updates to all on the bridge

  • Document handover actions clearly

  • Document resolution details and follow-up actions

Professional Skill Requirements

Good financial acumen and financial analysis and diagnosis skills. Proven success in contributing to a team-oriented environment. Proven ability to work creatively and analytically in a problem-solving environment. Excellent leadership, communication (written and oral) and interpersonal skill.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Job: IT Operations