AI Tool Support Engineering Lead

@ Accenture Federal Services
Accenture Federal Servicesaccenturefederalservices.com

AI Tool Support Engineering Lead

Posted 1 week ago

About the job

Accenture Federal Services helps US government agencies innovate and operate better. The role focuses on leading user support for AI tools, program management, and delivering exceptional service to stakeholders.

Requirements

  • Helpdesk ticketing systems
  • Customer support skills
  • Content management experience
  • AI tool knowledge
  • Support methodologies

Qualifications

  • Experience in customer service
  • Strong communication skills
  • Technical writing ability
  • Problem-solving mindset
  • Team collaboration skills

Full job description

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. 

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more. 

Join us to drive positive, lasting change that moves missions and the government forward!



We are seeking an AI Tool Support Engineering Lead to lead comprehensive user support and program management for AFS AI Code Assist, an AI-powered coding assistant that leverages Large Language Models (LLMs) to help developers write code more efficiently and accurately. In this role, you will serve as the primary point of contact for users, managing inquiries, maintaining communication channels, and delivering white glove application services. You'll be responsible for managing T1/T2 helpdesk support, responding to GenAIHub program inquiries, managing internal resources across AFS Portal, DevHub, and newsletters, and ensuring an exceptional user experience for all stakeholders. 

 

The Work

  • Enable Model Services, IAM Configurations, Vendor Platform Support 
  • T1/T2 AFS IT Helpdesk Support, GenAIHub Program Inquiries
  • AFS Portal / DevHub / Newsletter intranet resources management
  • White glove Application services (SCRM requests, Architecture/Design help, App change management, etc.)
  • New releases of AFS Code Cred & Code Cred Installer and other supporting applications 

 

What you need

Customer Support & Service (Advanced) 

  • Helpdesk ticketing systems (ServiceNow, Jira Service Management, Zendesk)
  • T1/T2 support methodologies and escalation procedures
  • Customer service best practices and SLA management
  • Issue tracking, documentation, and resolution 

Communication & Content Management (Advanced) 

  • Technical writing and documentation
  • Content management systems (SharePoint, Confluence, WordPress)
  • Email marketing and newsletter platforms
  • Stakeholder communication and relationship management 

AI Coding Assistant Knowledge (Intermediate) 

  • Understanding of AI code generation tools and workflows
  • Developer tools and IDE environments
  • Common coding assistant use cases and limitations
  • Basic troubleshooting of AI-generated code 

 

 

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

 


The pay range for the states of California, Colorado, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Virginia, Washington, and the District of Columbia, and the city of Cleveland is:

$91,300—$184,900 USD



What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.


Equal Employment Opportunity Statement

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 status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Federal Services Equal Opportunity Policy Statement.

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affirmative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation 

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If youare being considered for employment opportunities with Accenture Federal Services and need an accommodation for a disability or religious observance during the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements 

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.



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