Service Desk Specialist / IT Operations / Automation & AI

where IT support functions, data analysis, process automation, and the use of artificial intelligence applied to technical support operations and customer service converge. The position is based in

Seville

under a hybrid work model, working some days from home and others at the office, where you can create valuable synergies with the rest of your team.

• Resolving L1/L2 technical incidents using ITSM tools (ServiceNow, Remedy, or equivalent), ensuring defined SLAs and KPIs are met.
• Developing dashboards and operational reports using Power BI, including data modeling and reporting automation.
• Implementing process automations using scripts (Python, PowerShell) and automation/AI tools.
• Monitoring systems, analyzing incident trends, and proposing continuous improvements in support operations.
• Managing and prioritizing tickets, ensuring compliance with service level agreements and quality in resolution.
• Coordinating operational tasks and, where applicable, supervising level 1 support teams, including monitoring productivity and quality.
• Designing and maintaining data analysis solutions aimed at measuring Service Desk efficiency.
• Identifying automation opportunities using AI and digital tools, optimizing support processes.
• Collaborating with technical and business teams to improve the end-user experience.

Knowledge and experience in the use of generative AI and AI tools applied to the workplace are required, in line with Accenture's commitment to the responsible and effective use of AI.

• Experience in automation using Python, PowerShell, or other programming languages.
• Experience in artificial intelligence projects applied to operations or support.
• Previous experience in team supervision or coordination roles.
• Certifications in ITIL, Power BI, Azure, AWS, or other relevant technologies.
• Experience in customer support or technology-focused contact center environments.
• Knowledge of monitoring and operational analysis tools.

At Accenture, recognized as a Great Place To Work®, we believe in a hybrid work model that, thanks to technology and our facilities, allows us to maintain the essential human connection to work with our teams and clients. A connection that enables us to sustain our culture of inclusion and diversity and be, according to Refinitiv, the most diverse company in the world.

Additionally, we offer other benefits such as:

• Medical, life, and accident insurance
• Medical service and wellness programs
• Flexible compensation program and stock purchase
• Flexibility programs (working hours, days off, vacation...)
• Individualized training plan
• Sustainability programs and the Accenture Foundation
• Employee network for diversity
• Other benefits: Bankinter office with special conditions and profit sharing

It is essential to reside in Spain and have a work permit in Spain.

Accenture, recognized as a Great Place To Work®, is a world-leading professional services company that helps major companies, public administrations, and other organizations worldwide develop their digital core, optimize their operations, accelerate revenue growth, and enhance services for citizens, creating tangible value at speed and scale. We are currently looking for professionals with varying levels of experience and skills to join a team

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

• Minimum experience in Service Desk or IT support environments (1 to 6 years of experience).
• Experience with ITSM tools (ServiceNow, Remedy, or other similar platforms).
• Experience in data analysis and reporting with Power BI.
• Experience in resolving technical incidents in Windows environments, basic networking, and corporate applications.
• Minimum English level B2.
• Intermediate or higher vocational qualification in computer science, telecommunications, or a related technical field, or an equivalent university degree.

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship, or any other legally protected status. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

, en el que convergen funciones de soporte IT, análisis de datos, automatización de procesos y uso de inteligencia artificial aplicado a operaciones de soporte técnico y atención al cliente.El puesto se desempeña en

Sevilla

en un modelo de trabajo híbrido realizando algunos días desde tu casa y otros en la oficina donde podrás crear interesantes sinergias con el resto de tu equipo.

• Resolución de incidencias técnicas de nivel L1/L2 utilizando herramientas ITSM (ServiceNow, Remedy o equivalentes), garantizando SLA y KPI definidos.
• Desarrollo de dashboards e informes operativos mediante Power BI, incluyendo modelado de datos y automatización de reporting.
• Implementación de automatizaciones de procesos mediante scripts (Python, PowerShell) y herramientas de automatización/IA.
• Monitorización de sistemas, análisis de tendencias de incidencias y propuesta de mejoras continuas en operaciones de soporte.
• Gestionar y priorizar tickets asegurando cumplimiento de acuerdos de nivel de servicio y calidad en la resolución.
• Coordinar tareas operativas y, en su caso, supervisar equipos de soporte de nivel 1, incluyendo seguimiento de productividad y calidad.
• Diseñar y mantener soluciones de análisis de datos orientadas a medir la eficiencia del Service Desk.
• Identificar oportunidades de automatización mediante IA y herramientas digitales, optimizando procesos de soporte.
• Colaborar con equipos técnicos y de negocio para mejorar la experiencia del usuario final.

Se requiere conocimientos y experiencia en el uso de inteligencia artificial generativa y herramientas de IA aplicadas al puesto de trabajo, en línea con la apuesta de Accenture por un uso responsable y efectivo de la IA.

• Experiencia en automatización mediante Python, PowerShell u otros lenguajes.
• Experiencia en proyectos de inteligencia artificial aplicada a operaciones o soporte.
• Experiencia previa en roles de supervisión o coordinación de equipos.
• Certificaciones en ITIL, Power BI, Azure, AWS u otras tecnologías relevantes.
• Experiencia en entornos de customer support o contact center tecnológico.
• Conocimiento en herramientas de monitorización y análisis operativo.

En Accenture, compañía reconocida como Great Place To Work®, apostamos por un modelo híbrido de trabajo que, gracias a la tecnología y a nuestras instalaciones, nos permiten mantener la conexión humana esencial para trabajar con nuestros equipos y clientes. Una conexión que nos permite mantener nuestra cultura de inclusión y diversidad y ser, según Refinitiv, la empresa más diversa del mundo.

Además, te ofrecemos otros beneficios como:

• Seguro médico, de Vida y accidentes
• Servicio médico y programas de bienestar
• Programa de retribución flexible y compra de acciones
• Programas de flexibilidad (horaria, de días libres, vacaciones...)
• Itinerario formativo individualizado
• Programas de sostenibilidad y Fundación Accenture
• Red de empleados por la diversidad
• Otros beneficios: Oficina Bankinter con condiciones especiales y reparto de beneficios

Es imprescindible residir en España y tener permiso laboral en España.

Accenture, reconocida como Great Place To Work®, una compañía líder mundial en servicios profesionales que ayuda a las principales empresas, administraciones públicas y otras organizaciones del mundo a desarrollar su core digital, optimizar sus operaciones, acelerar el crecimiento de sus ingresos y mejorar los servicios para los ciudadanos, creando valor tangible a velocidad y escala.Actualmente buscamos profesionales, con distintos grados de experiencia y skills, para incorporarse a un equipo de

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us atwww.accenture.com

• Experiencia mínima en entornos de Service Desk o soporte IT (de 1 a 6 años de experiencia)
• Experiencia con herramientas ITSM (ServiceNow, Remedy u otras similares).
• Experiencia en análisis de datos y reporting con Power BI.
• Experiencia en resolución de incidencias técnicas en entornos Windows, redes básicas y aplicaciones corporativas.
• Nivel de inglés mínimo B2.
• Titulación de grado medio o superior en informática, telecomunicaciones o área técnica afín, o titulación universitaria equivalente en dichas áreas.

Creemos que nadie debe ser discriminado por sus diferencias. Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, discapacidad, condición de veterano militar, orientación sexual, identidad o expresión de género, información genética, estado civil, ciudadanía ni ningún otro criterio protegido por la legislación aplicable. Nuestra rica diversidad nos hace más innovadores, competitivos y creativos, lo que nos ayuda a servir mejor a nuestros clientes y comunidades.