Data Operations Support Specialist - TS/SCI required

About the role

This is a hybrid position, 3 days on-site in Arlington VA area, providing technical support for enterprise data services within a highly regulated environment. The Data Operations Customer Support Specialist diagnoses and resolves issues related to data access, quality, and availability, and manages customer tickets end-to-end.

Responsibilities

• Troubleshoot data access, ETL pipeline, and data quality issues across databases, data lakes, and analytics platforms.
• Manage incidents and tickets using ITSM tools, including prioritization, SLA adherence, and escalation coordination.
• Perform root cause analysis of complex data issues by correlating logs, queries, and system metrics to isolate faults.
• Develop and maintain knowledge base content, user guides, and service procedures for recurring data problems.
• Monitor and alert on data services using observability tools, interpreting performance metrics and detecting anomalies.
• Apply data governance and security practices, including access controls, auditing, and handling sensitive data in a regulated environment.
• Collaborate with data engineering and platform teams to resolve defects and improve system reliability and scalability.
• Support change management activities, including release readiness, impact communication, and post-implementation validation, while communicating service disruptions and training users on data access methods and best practices.

Requirements

• Bachelor's degree or equivalent relevant experience; typically 3-6 years of experience in data operations, technical support, or data platform environments.
• Active TS/SCI security clearance and U.S. citizenship required.
• Demonstrated experience troubleshooting data access, quality, and availability issues in enterprise or federal IT environments.
• Experience with incident and ticket management using ITSM tools, including SLA management and escalation processes.
• Working knowledge of data governance, access controls, and auditing practices in regulated environments.
• Strong written and verbal communication skills for customer-facing support, documentation, and training delivery.

Preferred Qualifications

• Experience with cloud data platforms such as AWS, Azure, or Google Cloud.
• Familiarity with SQL and data querying tools for troubleshooting and validation.
• ITIL Foundation or similar service management certification.
• Prior experience supporting data services in a federal or highly regulated client environment.

Pay

Salary range $75-83k.