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Job Description:

Organization: Public Service
Location: Washington D.C./Reston, VA


If you join Accenture you can make great ideas happen for some of the world's most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.


Accenture’s Services workforce is a dedicated team of people who work on outsourcing engagements. These are long-term partnerships with clients for whom we manage and provide increasingly specialized business operations, such as finance and accounting, IT, applications development and maintenance, help desk services, and HR. We not only maintain key business functions for clients, we constantly seek to improve them to help our clients move ahead of the competition.
Most of our people in Services are based long-term at a client location, an Accenture Delivery Centre or, in some cases, an Accenture office.


People within the Client Operations-Other workgroup are responsible for the day-to-day provision of long-term outsourcing services to one or several clients. Client Operations is where the majority of Services people reside and, typically, people in the workgroup are based permanently at a client location.


Job Description

An ANSS ITIL Problem Management Consultant, will assist the Incident and Problem Management team with maintaining and maturing the processes delivered during the first phase of training to ensure adoption by the global workforce. Specific job functions will include:

• Generating reports using Siebel and Siebel Analytics to show Region’s compliance to processes delivered during training
• Creating process documentation that supports the ITIL framework and Enterprise IT Services Standardization training materials
• Supporting the adoption of the Incident Management processes delivered during the first phase of training by: participating in SupportWeb knowledge-sharing group, creating communications to client employees about Incident Management processes and the SupportWeb tool, working closely with key POCs in each Region including members of the Performance Management team to identify Incident Management process gaps and improvement areas throughout the Enterprise
• Supporting the adoption of Solution Management training across the Enterprise
• Provide follow-up support/ad-hoc training as necessary to support the adoption of the Solutions Management effort
• Update/revise/mature Solutions as required
• Creating and delivering new Problem Management processes for the client Enterprise
• Integrating Problem Management with other lifecycle processes in accordance with the ITIL model. Ensuring close coordination with Incident Management, Change Management, Configuration Management, and Release Management
• Working closely with client to develop Problem Management processes; Developing Problem Management process flow charts
• Supporting the development of training materials for Problem Management training

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About Accenture:

Accenture is a global management consulting, technology services and outsourcing company. The main reason people choose a career at Accenture is because of the work we do. With many of the word’s leading companies as our clients—including 91 of the Fortune Global 100, two-thirds of the Fortune Global 500 and government agencies around the world—every project we undertake is helping shape the future of business, government and society.

Another reason to join Accenture is because our people enjoy working here. Join Accenture and you will work in a dynamic environment, teaming with motivated people that make ideas happen. We have an extremely diverse workforce, but are united by a common culture. We promote an inclusive, collaborative and entrepreneurial environment where people use teamwork, respect and trust to achieve goals.

You’ll find the flexibility that helps you strike the right balance between your work and personal life. And you’ll have access to a renowned training program throughout your career to support your career development and stay at the top of your game. We offer around 80 more training hours than our competitors—in 2006 alone we invested nearly $700 million in training and provided an average of 75 hours of training per person.

With 152,000 employees in 49 countries, we bring together the unique experiences and perspectives of a diverse workforce to help clients become high-performance businesses. In other words, we help them become more successful in every part of their business, from strategic planning to day-to-day operations. This includes helping them identify and enter new markets, increase revenues in existing markets, and deliver their products and services more effectively and efficiently.
The sheer scale of our technology capabilities and client engagements differentiates what we do from most other companies. Many of our clients are global organizations, so we build systems that operate across several countries and even continents—creating the digital infrastructure of business today. We know better than most how to mobilize the right people, skills, alliances, and technologies to deliver innovation and results that create high-performance businesses.

Visit our website to learn more about Accenture and all of our career opportunities.www.uscareers.accenture.com

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