Support Specialist

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Company Description

Our NielsenIQ Enterprise Platforms team ensures the strategy, design, delivery, deployment, maintenance, and support of our corporate technologies is best-in-class. More than 30,000 global employees rely on our team to support the systems and tools integral to NielsenIQ’s success. We therefore partner closely with all areas of the business, including HRIS, Finance, Recruitment, T&E, Procurement, and more. 

We are a forward-thinking organization targeting current technology that enables our employees to be efficient using best practices.

Job Description

The support analyst is expected to monitor the queue for regular and important issues, respect the response and resolution SLAs, engage with customers, and champion the applications we offer to clients. 

The support analyst will ensure client applications are delivered in an accurate and timely manner, which consist of weekly maintenance, thorough validation before the production release, and issue remediation if required, including but not limited to, user access management, authorization, and authentication, the receipt and ingestion of client data, scheduled jobs, ensuring the SLA is met consistently across clients as well as support incidents. 

As a Support Analyst, you must respond quickly and effectively to clients requesting technical support. Additionally, you will be responsible for onboarding new clients/users requiring keen attention to detail, respecting the need for documentation, and adhering to the processes set forth.

Support Analysts should be able to work seamlessly between the data and applications and work alongside operations analysts to monitor and rerun jobs as required. The incumbent will be responsible for fulfilling any data and technical request in the production environment.

Will be responsible for adhering to best practices, data validation, issue identification, tracking, and resolution to support deliverables across multiple complex applications. The successful candidate will know about querying complex databases to understand and troubleshoot various applications.

Support Helpdesk Management

  • Monitor the queue according to the SLAs
  • Help with Password resets where required.
  • Connectivity troubleshooting with clients. 
  • Use of mail merges to communicate with individual users.
  • Broadcast messages to the larger user community
  • Ability to grasp the impact and urgency of an issue
  • Accountability on individual cases and drive to closure
  • Amicable, Curious and Inspired – able to coach, guide, and help clients/peers
  • Curious and ready to go above and beyond the call of duty to champion applications
  • Active use and contribution to a knowledge base for data and applications

Client/User Onboarding and Maintenance

  • Contracts management – maintenance, validation, and execution
  • Follow strict process guidelines to ensure 
  • Users are given access according to contracts
  • User IDs are generated correctly and granted required access, on time and defect-free, meeting agreed-upon service levels. 
  • Process review and documentation. 
  • Active Directory user account maintenance.
  • Help with and adhere to Security and audit reviews. 
  • User account status validation process and work with internal tools team.

Application Production Support

  • Quality assurance measures to ensure data is accurate/clean. 
  • Custom product hierarchy management for multiple clients.
  • Ensure client applications are delivered according to regular schedules. 
  • Ensure applications are updating as per SLA. 
  • Process documentation and participate in Knowledge management.
  • Provide primary support coverage by troubleshooting production issues, applying resolution for production jobs, clarifying data-related queries. 
  • Perform data extraction, data validation, data load in the production environment
  • Provide SME support on changes to production code, metadata, and execution schedule.
  • Maintain an in-depth knowledge of systems used and identify ongoing refinements to automate or streamline processes.
  • Support production implementation activities for applications and provide post-implementation support.
  • Manage central documentation library for all production run books including code, metadata, execution schedule, and maintenance requirements.
  • Tracking, maintaining, and reporting production support issues and request in an incident management tool

Support Production Processing Quality Assurance:

  • License Maintenance across contracts and tools
  • Internal new hire set-up access. 
  • Monitoring of QV internal user groups. 
  • Additions/removals of licenses from User groups.
  • Design and capture maintenance plans for production applications.
  • Consult with internal and external clients on all project technical specifications and advise on best practices to ensure alignment to data quality assurance strategy and support
  • Maintain an audit trail of changes to all prod code, tables, configuration.
  • Assist team members with debugging and optimization of production jobs.
  • Work effectively with staff of all levels, cross-functional teams including senior management and operational support teams


Qualifications

To be successful you will need:

  • Bachelor’s Degree. List preferred program(s): Computer Science, Management Information Systems, Mathematics/ Statistics, Data Science/Engineering
  • Minimum of 1-3 years of directly related work experience. 
  • ITSM – incident, problem, change, release management

  • Knowledge management

  • SQL – Database support and data restatement

  • Identity and User access management

  • Agile/Scrum experience

  • Customer Service skills/ Business Communication

  • Explaining DW operations to non-technical users.

  • Researching & Analyzing DW systems

Additional Information

Additional Technical skills:

  • SQL and PL/SQL (Beginner)
  • BitBucket (Intermediate)
  • Python (Intermediate)
  • SAS (Intermediate)
  • AWS/ Cloud technology (Intermediate)
  • Active Directory (Intermediate)
  • Auth0 (Intermediate)
  • Control M (Intermediate)
  • Incident management tool
  • Shell Scripting (Unix/AIX/Linux)
  • Data Analysis
  • Netezza/Oracle/MySQL/RedShift
  • BI developer/ visualizer tool (e.g. QlikView)

About NielsenIQ 

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge. We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class.

More Information on NielsenIQ
NielsenIQ operates in the Big Data industry. The company is located in Chicago, IL. NielsenIQ was founded in 1923. It has 40000 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Open door policy, OKR operational model, Open office floor plan and Flexible work schedule. To see all jobs at NielsenIQ, click here.
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