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Accenture

Application Support Analyst, AMS – ITIL

Accenture

. Handle and resolve user incidents and requests while adhering to agreed deadlines and service levels .

Posted 10/30/2026full-timeBelo Horizonte • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in application support, incident management, and problem resolution while adhering to SLAs. Proficient in SQL for root cause analysis and knowledgeable in ITIL practices for effective service delivery.

Highest-signal resume keywords
Application SupportIncident ManagementSQL ProficiencyITIL KnowledgeITSM Tools Experience

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
SQLLog AnalysisIncident ManagementProblem ManagementChange ManagementAgile MethodologiesDevOps Best PracticesContinuous IntegrationContinuous DeliveryApplication Monitoring
Soft Skills
Analytical SkillsCommunication Skills
Tools & Technologies
ServiceNowJira Service ManagementGrafanaDynatraceSplunk
Industry Keywords
ITILSLAITSMAgileCI/CD

Tech Stack

Tools & technologies
GrafanaITSMServiceNowSplunkSQL

About the role

Key responsibilities & impact
  • Handle and resolve user incidents and requests while adhering to agreed deadlines and service levels
  • Provide application support, handling incidents, problems, and requests in accordance with established SLAs
  • Analyze the root causes of recurring problems using SQL queries and log analysis to support diagnosis
  • Propose and implement small-scale fixes and enhancements
  • Support incident, change, and problem management processes in line with ITIL practices
  • Document implemented solutions and keep the knowledge base up to date
  • Liaise with the client and provide status reports on the progress and current status of service requests

Requirements

What you’ll need
  • Experience in application support, including handling incidents, problems, and requests in accordance with SLAs
  • Knowledge of ITIL, particularly incident, change, and problem management processes
  • Experience with ITSM tools such as ServiceNow or Jira Service Management
  • Analytical skills for identifying and analyzing root causes
  • Strong knowledge of SQL and log analysis for troubleshooting failures
  • Knowledge of Agile methodologies, such as Scrum and Kanban, is a plus
  • Knowledge of DevOps best practices and continuous integration and continuous delivery (CI/CD) is a plus
  • Knowledge of application monitoring and observability tools, such as Grafana, Dynatrace, Splunk, or similar platforms, is a plus

Benefits

Comp & perks
  • Medical insurance – 100% company-paid for employees and dependents
  • Dental insurance
  • Meal or food allowance with no employee contribution
  • Life insurance
  • Private pension plan
  • Wellhub
  • TotalPass
  • Employee stock purchase option at a discount
  • Pharmacy discount
  • Childcare assistance
  • Partnership with a language school
  • Extended maternity and paternity leave
  • Profit-sharing program (PPR)
  • Subject to the current policy