Senior Product Support Analyst (P2997)

SR PRODUCT SUPPORT ANALYST (G2)

CINCINNATI, CHICAGO

SUMMARY:

As a Sr. Product Support Analyst, you will be responsible for handling end-user support issues and helpdesk management in a B2B environment for 84.51° Insights platforms, including 84.51° Stratum, 84.51° OnDemand, 84.51° Data Direct, and 84.51° In-Queries. In addition, you will be responsible for the day-to-day monitoring and management of operational processes and systems. 

RESPONSIBILITIES:

• Address issues from end users and directly assist with questions or problems regarding data as well as product applications.
• Use SQL to generate ad-hoc queries into databases to track down data issues and establish customer permissions.
• Understand business and process data flows. Be able to trace data from raw input format to end report. Identify trouble spots and root cause issues. Assess and resolve identified data issues.
• Provide a consultative approach to end-user questions. Be able to recommend solutions to customer issues.
• Track and analyze trends. Effectively diagnose and resolve problems as well as promote new solutions. Anticipate problems and take appropriate action to prevent issues from occurring. Use all available tools to gets to the root cause of the problem.
• Work closely with Product Management and Engineering teams to identify and resolve defects.
• Assist with data QA on an ongoing basis, ensuring that customers are receiving high quality data that meets their business needs.
• Collaborate with operations, development, and customer service teams to gather information, investigate, and resolve data issues.
• Track, analyze, and report on data flow trends, enhancements, needs, etc.
• Setup new clients and identify their data access based on various factors. Make changes to existing clients based on merger/divestiture activities.
• Daily monitoring and management of legacy operational processes and systems.   This includes monitoring of input files, process flows, data extracts and web portal applications ensuring service level agreements are met.
• Monitor quality control measures taking appropriate action when measurements fall outside acceptable parameters.  Communicates with customer IT groups to resolve data issues.  
• May provide guidance and mentorship to other members of the team to catalyze skill and knowledge development and increase effectiveness of the team.
• Help maintain team documentation regarding improved efficiency, enhancements, and new processes.

QUALIFICATIONS, SKILLS, AND EXPERIENCE:

• Requires 3+ years of experience in systems management or in a related field.
• Strong SQL and relational database skills are required, with a preference for understanding the issues surrounding very large data sets (MS SQL, Snowflake)

• Product or end-user support experience.
• Excellent communications and customer service skills.
• Flexible schedule requiring occasional early morning, evening and weekend work.
• On-call requirements ~ once every 7 weeks.

• Strong ability to solve problems independently.
• Excellent organization skills.
• Experience in Retail, Consumer Packaged Goods, Supply Chain or Syndicated Data space a plus.

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