Big Data Production Support

Location: Mississauga, ON

FTE

Competencies:

• Able to anticipate the needs of clients/users and act as the key experts ensuring business needs are met
• Identify the source of concerns by analyzing data and bringing clarity to data to show why results are as they appear
• Manage the business expectations to ensure they are well-informed of progress and challenges
• Ability to document processes/procedures to contribute to overall team knowledge base
• Working effectively with other team members to resolve complex issues, share knowledge, and provide support across departments
• Effective verbal and written communication to clearly explain root cause of issues and potential solutions to users
• Analytical thinking to identify the root cause of issues, evaluate potential solutions, and work to implement appropriate fixes
• Excellent interpersonal skills to interact with users in a professional and empathetic manner, managing frustrations and providing timely support
• Meticulously reviewing user issues and ensuring all aspects of a problem are addressed before closing a ticket
• Experience with data analysis and querying tools like Sql Server Managment Studio and HiveQL for MSaaS and BigData environments respectively
• Basic Knowledge of AWS.

Responsibilities:

• Identifying and resolving user issues related to Client Financial Data
• Provide guidance and support to users on how to utilize applications relevant to the Client Financial team
• Logging, tracking, and prioritizing user support requests through ticketing systems
• Contributing to and updating internal knowledge bases with troubleshooting steps and best practice
• Providing basic training to users on ticketing software and any updates that are implemented
• Identifying issues that require escalation to senior technical support teams when necessary