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CyberCX, part of Accenture, protects and defends our customers and communities by providing the most comprehensive range of cyber security professional services in the region.
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Find out more about us at www.accenture.com.
About the role
Reporting to the Back Office Manager, you’ll work closely with technical delivery teams and Service Delivery Managers to keep tickets progressing, service information accurate and reporting delivered on time. Your work will help ensure that operational activities are completed in line with agreed processes and client commitments.
This is a role with a strong focus on administration, data quality and coordination. You’ll use ServiceNow and Microsoft Office to monitor service activity, follow up outstanding actions, maintain records and prepare reporting. Most of your interaction will be with internal teams, with some client communication through tickets and email. Service Delivery Managers will continue to lead formal client governance meetings and manage account escalations.
You’ll join a geographically dispersed team with support from experienced coordinators and leaders. As your experience grows, there may be opportunities to develop towards service delivery management or service operations.
Responsibilities
- Coordinate day to day service activities across an assigned portfolio of smaller managed security services accounts, following established playbooks and procedures.
- Monitor ServiceNow queues to ensure incidents, requests, changes and problems are assigned appropriately, progressing and maintained with accurate information.
- Identify aged, unassigned or stalled tickets, follow up with the relevant technical teams and escalate outstanding issues through agreed channels.
- Monitor service level agreements and internal operational level agreements, flagging risks to agreed service commitments.
- Track recurring operational obligations and deliverables, following up with delivery teams and recording completion.
- Maintain accurate client registers, obligation registers, access records, runbooks, standard operating procedures and other service documentation.
- Update and validate information held in SharePoint and supporting spreadsheets, maintaining consistent records and data quality.
- Prepare monthly service reports using established templates and largely automated reporting outputs. Validate ticketing data, service metrics and risk information, and check presentation, formatting and completeness.
- Investigate reporting inconsistencies or significant changes in service metrics with the relevant teams, ensuring appropriate explanations are captured for SDM review.
- Prepare governance presentation materials from approved service reports and SDM guidance.
- Coordinate with internal teams and, where required, clients through tickets and email to obtain information, clarify actions and support timely completion.
- Store and archive reports and service artefacts correctly, and identify practical opportunities to improve administrative processes.
Qualifications
What’s required to be successful
- Practical experience using ServiceNow to work with tickets, monitor queues and track actions through to completion.
- Strong Microsoft Excel skills, including the ability to use pivot tables, lookups and charts to organise, validate and present data.
- Proficiency with Microsoft Word and Teams, and the ability to prepare clear reports and maintain structured documentation.
- Confident written and verbal communication, including the ability to follow up with technical colleagues and request information from clients professionally.
- Strong attention to detail, with the ability to identify missing information, inaccurate records and reporting inconsistencies.
- The ability to manage recurring tasks and competing deadlines across multiple accounts, particularly during monthly reporting periods.
- A proactive, solution focused approach: asking what is needed to move an action forward, following up on commitments and escalating appropriately.
- Basic IT knowledge sufficient to recognise different technologies and direct tickets to the appropriate team.
- A willingness to learn, take direction and work collaboratively with people across different locations and communication styles.
- Experience in service coordination, service desk operations, IT administration, project coordination or a similar environment would be relevant.
- Familiarity with ITIL service management processes and experience maintaining SharePoint registers or lists would be advantageous.
- Exposure to managed services or cybersecurity would also be useful.
- Formal ITIL, tertiary or vendor qualifications are not essential.
- Practical capability, attitude and willingness to develop are central to the role.
Benefits of working at Accenture:
- 18 weeks paid parental leave
- Long & short-term career break opportunities
- Structured career development program
- Local and international career opportunities.
- Certified as a Family Inclusive Workplace™
- Flexible Work Arrangements - centered around Accenture’s Truly Human ethos and our commitment to supporting the health and wellbeing of our people.
- We are proud to be in the top 3 of last year’s Diversity & Inclusion Index!
- We are a WORK180 Endorsed Employer, to see our benefits and policies click here
All our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You’ll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
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