Data Service Excellence Specialist, IT

Job description

Innovation starts from the heart. At Edwards Lifesciences, we are dedicated to developing ground-breaking technologies with a genuine impact on patients' lives. At the core of this commitment is our investment in cutting-edge information technology, enabling our global teams to collaborate, operate efficiently, and advance our patient-focused mission. As part of our IT team, your expertise will help deliver reliable, customer-focused support for Edwards' global Data & Analytics platforms. We are seeking a Data Service Excellence Specialist to provide Level 3 support, access governance, incident resolution, user guidance, and operational coordination across Power BI, Qlik, Snowflake, and related services. This role is a hands-on escalation and resolution point that works directly with business users and partners with deeper platform and engineering specia lists when a change to the underlying product or platform is required . How you will make an impact Provide Level 3 functional and technical support for Data & Analytics platforms, including Power BI, Qlik, Snowflake, and related services, resolving complex incidents and requests within the role’s area of expertise. Investigate incidents and service requests by gathering evidence, reproducing issues, analyzing business impact, troubleshooting root causes, implementing appropriate resolutions , and documenting outcomes. Own access requests and provisioning activities while ensuring alignment with security, governance, compliance, and segregation-of-duties requirements. Act as the escalation point for front-line and offshore support resources, validating prior troubleshooting, improving escalation quality, and engaging platform engineering or product teams only when deeper code, infrastructure, or design changes are required . Monitor, prioritize, and coordinate incident and request workloads through ServiceNow, Jira, and established service management practices, with clear communication through resolution. Serve as a liaison among business users, technical teams, and Pune-based or offshore support resources to maintain effective communication and dependable service delivery. Coordinate day-to-day operational activities across distributed support resources, including work prioritization, knowledge transfer, onboarding, and readiness for new or changing services. Create, maintain , and improve knowledge articles, FAQs, runbooks, support documentation, onboarding materials, and operational procedures. Coach support team members on troubleshooting methods, platform knowledge, service standards, and effective customer communication without direct people-management responsibility. Analyze recurring incidents and support trends, perform root cause reviews, and recommend or implement improvements that reduce repeat demand and improve the user experience. Support training and enablement for analytics users and new support team members across technical and non-technical audiences. What you will need (Required) Bachelor's Degree in Computer Science , Information Technology, or a related field and a minimum of 4 years of relevant experience in data and analytics support, business systems analysis, application support, or a related role; or a Master's Degree and a minimum of 2 years of related experience. Hands-on experience supporting analytics platforms, with Power BI experience required and experience with Qlik, Tableau, Snowflake, or comparable platforms strongly valued. Experience resolving escalated application or platform incidents beyond basic intake and routing, including root cause investigation, documented resolution, and effective engagement of engineering teams when needed. Familiarity with ITIL service management practices, including Incident, Request, and Problem Management. Strong analytical, troubleshooting, and problem-solving skills with the ability to interpret incomplete or conflicting information. Ability to communicate clearly with technical and non-technical users and manage multiple priorities independently. Strong documentation, organization, time management, stakeholder management, and customer service skills. Experience coordinating work, knowledge transfer, and operational readiness across geographically distributed teams. Ability to facilitate onboarding, training, and knowledge-sharing activities. Adhere to all company rules and requirements, including Environmental Health & Safety rules, and take adequate control measures to prevent injuries, protect the environment, and prevent pollution under their span of influence or control. What else we look for (Preferred) Experience working in a global or matrixed environment and coordinating offshore or vendor-based support resources. Working knowledge of Snowflake roles and permissions and the ability to use simple SQL queries for investigation. Experience with ServiceNow, Jira, GitLab, or comparable service management and version control tools. Understanding of data governance principles, analytics workflows, and access-control practices. Basic SQL or DAX knowledge, including simple queries, measures, or calculated columns. Experience developing runbooks, knowledge articles, support metrics, and service improvement plans. Additional information Works independently on Level 3 support activities with general supervision and applies judgment to select the appropriate resolution or escalation path based on technical findings and business impact. May provide functional guidance to lower-level or front-line support personnel while partnering with people managers or vendor leadership on formal people-management matters. Travel may be required up to 5%. Benefits and equal opportunity Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families. Edwards, Edwards Lifesciences, and the stylized E logo are trademarks of Edwards Lifesciences Corporation or its affiliates. All other trademarks are the property of their respective owners. Recruiting scam alert: Read our notice about potential recruiting scams.