Production Operations Lead - 5714396

About the position

Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists. As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges. You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.

Responsibilities

• Manage a team of two resources to support the CalSAWS statewide project for Maintenance and Enhancement (M&E) escalations of production issues 24/7.
• Provide daily metrics, release management support, and broadcast communications to counties and project leadership.
• Develop and maintain communication templates to expedite and standardize communications, reducing delays and improving overall customer satisfaction.
• Coordinate M&E Root Cause Analysis and Preventive Actions, manage a public-facing WordPress site for updates, and develop and present performance metrics for the CalSAWS project.
• Attend all Issue calls and identify if there is an M&E impact, working with respective AppDev and Consortium team to draft communications as necessary.
• Attend Release Meeting daily to ensure production impacting items are discussed and high priority items are scheduled for implementation.
• Work with Consortium Section Directors to get communications reviewed before distributing to counties.
• Collaborate with application teams on the need for CalSAWS Information Transmittals (CIT), CalSAWS Request For Information (CRFI), CalSAWS Alert Transmittals (CAT), and CalSAWS broadcasts.
• Lead build and deployment calls, reviewing items being deployed and ensuring accountability from each team.
• Draft and review Bi-Weekly status reports and represent them in Bi-weekly project status meetings.
• Represent Green light meeting for M&E Production Operational activities.
• Represent T-X release readiness meetings for baseline release deployments.
• Coordinate with application teams to draft root cause analysis and get them reviewed by leadership.
• Develop and facilitate the Performance Report meeting with Internal project staff, QA vendor, and Consortium.
• Review release notes and coordinate with team to develop release webcast videos on M&E technical changes.

Requirements

• Minimum two years' experience with ServiceNow
• Minimum three years of experience with software development lifecycle
• Minimum three years' experience in a large-scale welfare project
• This role requires 24/7 on call support
• High School Diploma or GED

Nice-to-haves

• Bachelor's or Associate's Degree

Benefits

• Competitive rewards and access to benefits programs
• World-class learning resources