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 and Integrations Troubleshooting and Resolution
- Knowledgebase and Support Documentation
- End:to:End ownership resolution and 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 and weekends
Key Skills: Technical and Analytical (Application Support Focused):
Must Have:
- Proficiency in SQL
- Experience analyzing data and troubleshooting data related issues
- Passion and experience in identifying and suggesting process improvements, performance optimizations, etc.
- Experience with IT Support Documentation, RCA, Knowledgebase updates, ServiceNow Incident and 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 and 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 Type: Permanent