Job Summary
Detail-oriented and proactive L1 & L2 Support Analyst with experience in providing application and platform support for enterprise analytics environments. Skilled in incident management, access control, stakeholder communication, and SLA-driven ticket resolution. Experienced in supporting cloud-based data and analytics platforms while ensuring smooth user operations.
Key Responsibilities
1. Application & Platform Support
• Provide Level 1 (L1) support for analytics and data-driven applications across the DASH platform.
• Support environments including:
– Cloud & Data: AWS, Enterprise Data Lake (EDL), Hadoop
– Analytics & AI: SAS, Anaconda Enterprise, H2O
– Visualization Tools: Tableau, Power BI
• Assist users in setting up and configuring their working environment within the DASH system.
• Perform initial troubleshooting and coordinate with technical teams for advanced (L2) issue resolution.
2. Access Management & Stakeholder Communication
• Manage and process user access requests for tools such as Tableau, Power BI, SAS, etc., ensuring adherence to security and compliance protocols.
• Maintain continuous communication with Synchrony analysts to understand business requirements.
• Provide timely updates and resolution status to stakeholders.
3. Incident & SLA Management
• Handle an average of 25+ tickets per week using ServiceNow and JIRA.
• Prioritize incidents based on severity, business impact, and SLA commitments.
• Ensure tickets are resolved within defined SLAs.
• Escalate complex issues to internal technical teams and track them until full resolution.
4. Documentation & Process Improvement
• Create and maintain Standard Operating Procedures (SOPs) for recurring issues and new processes.
• Document troubleshooting steps and resolutions for knowledge sharing.
• Identify improvement opportunities to streamline support processes and reduce recurring incidents.
Technical Skills & Qualifications
• Experience: 1–2 years of experience in technical/application support.
• Cloud & Data Exposure: Basic understanding of AWS, Data Lakes, Hadoop environments.
• Programming Knowledge: Familiarity with Python (preferred).
• Ticketing Tools: Hands-on experience with ServiceNow and JIRA (mandatory).
• Troubleshooting: Ability to perform basic diagnostics on cloud-based analytics platforms.
• Communication Skills: Strong verbal and written English communication skills, particularly for interacting with US-based stakeholders.
Preferred Candidate Profile
• Comfortable working in the EST time zone (8:00 AM – 5:00 PM).
• Ability to translate business/user requirements into technical actions.
• Quick learner with the ability to adapt to enterprise-level software tools.
• Proactive, responsible, and SLA-focused professional.