IT Support Analyst

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.)

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