Overview: Support MyData Platform - a new and growing Intelligence Ecosystem that leverages the cloud and modern lakehouse principles. Support Analyst will provide end-user support and troubleshoot issues.
Role Scope / Deliverables: Scope / Landscape:
• 100% L1/L2 application support - (break-fix / defect fixing / minor enhancements are not in scope)
• Data Issue Management - Analysis, Research, Quality, Record counts, etc.
• Existing Entity Relationship Diagram (ERD) awareness for troubleshooting
• Data Flow Management
• Job management and monitoring
• System Connections & Integrations Troubleshooting & Resolution
• Knowledgebase & Support Documentation
• End-to-End ownership resolution & communication (end user, cross teams, etc.)
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Support/hrs Coverage:
• 8.5 Hours 1:30 AM - 12:00 PM EST Coverage
• M-F including US holidays
• Extended Coverage for emergencies & weekends
Key Skills: Technical & Analytical (Application Support Focused):
Must Have:
• Proficiency in SQL
• Experience analyzing data and troubleshooting data related issues
• Passion & experience in identifying and suggesting process improvements, performance optimizations, etc.
• Experience with IT Support Documentation, RCA, Knowledgebase updates, ServiceNow Incident & Request
Nice to Have
• Any experience on Data lake/Data Lakehouse
• Able to update, debug, and analyze on the following:
• BI concepts
• AWS Glue / Athena
• S3 Buckets
• ETL Concepts
• SAP Data Services / SLT
• Experience and Knowledge in Data Mapping and ERD
Communication:
• English Required (Spanish a plus)
• Communicate in a clear and concise manner so that messages are understood by all recipients
• Ability to understand the ways that non-native English speakers and non-technical users may communicate so that their requests are understood
• Maintain a positive, professional, and respectful attitude in all business interactions
Soft Skills:
• Ability to learn existing & future portfolio applications functionalities and support a broad range of users
• Can work independently as well as a team player with little direction once trained
• Ability to lead/coordinate calls with User communities and/or other technical teams
• Possesses a collaborative mind set
Job Segment: Help Desk, Information Technology, Technical Support, SAP, SQL, Technology