Data Operations Analyst (L1/L2 Support)

Title: Data Operations Analyst (L1/L2 Support)

Employment Type: Contract

Location:  Austin, TX (Remote)

Client may require occasional onsite presence.

Job Summary

We are seeking a Data Operations Analyst to support enterprise data platform operations. The resource will be responsible for managing support queues, handling data access requests, coordinating issue resolution, supporting critical incidents, and maintaining operational documentation.

Key Responsibilities

• Monitor and manage JIRA support queues.
• Triage incoming requests and assign them to appropriate teams.
• Handle L1 support requests related to:
• Snowflake access
• Power BI access
• Qlik access
• Data platform onboarding requests
• Support basic L2 activities following established procedures.
• Track incidents and service requests through closure.
• Coordinate with cross-functional teams to resolve data issues.
• Participate in incident response and escalation processes.
• Maintain support documentation, SOPs, and knowledge articles.
• Document application inventories, system owners, and operational processes.
• Provide regular status updates and operational metrics.

Required Skills

• Experience supporting enterprise applications or data platforms.
• Strong understanding of ticketing tools such as JIRA.
• Exposure to Snowflake, Power BI, and Qlik environments.
• Understanding of incident management and service operations.
• Familiarity with user access management processes.
• Excellent communication and stakeholder coordination skills.
• Ability to work independently during overlapping US business hours.

Preferred Skills

• Experience in healthcare, regulated industries, or PHI/PII environments.
• Knowledge of ITIL service management principles.
• SQL fundamentals.
• Understanding of data pipelines and data warehousing concepts