Data Operations Customer Support Specialist

Key Responsibilities

• Respond to and resolve customer tickets related to data services, diagnosing complex data access, quality, and availability issues and coordinating with data engineering and technical teams for resolution.
• Log, triage, and escalate data service incidents within defined SLAs using ticketing and ITSM platforms such as ServiceNow, Zendesk, or Jira Service Management.
• Develop and maintain knowledge base articles and support documentation for recurring data access, quality, and availability issues, and train end users on data platform utilization and self-service tools.
• Maintain awareness of the evolving data platform roadmap to ensure readiness in supporting new features and enhancements within a highly regulated environment.
• Monitor data service health and performance, track and report on support metrics and customer satisfaction, and identify patterns in support requests to drive proactive process improvements.
• Participate in change management processes for data services, communicating planned maintenance and service disruptions to users in coordination with data engineering teams.
• Query, validate, and troubleshoot structured data issues across enterprise data platforms using SQL, escalating complex, multi-system problems to technical teams as needed.
• Establish support procedures and escalation paths, and implement proactive monitoring to identify potential issues before they impact users.

Required Qualifications

• Bachelor's degree in a related field or equivalent relevant experience, consistent with the Business Systems Analyst III standard job title.
• Typically 2-5 years of relevant data operations or technical support experience, consistent with a senior-level designation.
• Proficiency in ticketing and ITSM platforms (e.g., ServiceNow, Zendesk, Jira Service Management) for logging, triaging, and escalating incidents within defined SLAs.
• Working knowledge of SQL for querying, validating, and troubleshooting structured data issues across enterprise data platforms.
• Understanding of data security policies, access controls, and handling procedures appropriate for a highly regulated federal environment.
• Must have a current secret clearance and U.S. citizenship, as required for this position.
• Must meet DoD 8140 compliance requirements for IAT-II such as Security+ certification.

Preferred Qualifications

• ITIL v4 Foundation certification.
• Experience with cloud data platforms (AWS, Azure, or GCP).
• Active Secret clearance with prior experience supporting federal government data systems.
• Familiarity with change management frameworks (e.g., ITIL) for coordinating planned maintenance and platform updates.

Pay

$29-35.42 hourly