Provide first and second level technical support for data and business intelligence products, performing problem recognition, research, resolving software issues or escalating issues to Level 3 teams
Assist inexperienced or non-technical end users in resolving issues
Diagnoses data security, data load, Business Intelligence report and dashboard issues
Record and/or maintain accurate information within Service Now ticketing system
Interfaces directly with internal customers to ensure their issue(s) are resolved and superior customer experience is provided
Work in a team environment coordinating, working with, and following up on work performed by other teams and departments across the organization as needed

Bachelor’s Degree or higher from an accredited university
Overall 10 years of experience in IT industry with relevant of 8 years of experience in Data Analytics Operations.
Excellent customer service/servant leader mindset
Strong SQL skills and experience with Snowflake
Knowledge of ETL/ELT processes and data integration tools – AWS Glue, Informatica, Five Tran, HVR, Unix, AWS, Azure
Good understanding of data warehousing concepts.
Good to have hands-on experience with Power BI (DAX, data modelling, report publishing).
Experience managing data from ERP (Oracle / SAP), Salesforce, Pega will be valuable.
Strong troubleshooting and analytical skills.
Ability to work in a 24x7 support environment (rotational shifts if required).

Data Analytics Technical Support Representative

Key skills