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As a Power BI & Spotfire Support Specialist for the pharmaceutical sector, you will ensure the operational stability and performance of business intelligence solutions. Your focus will be on incident management, report troubleshooting, and maintaining high availability of analytics dashboards for pharma clients.
• Provide support for Power BI and Spotfire dashboards and reports, ensuring high availability and accuracy.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor BI platform health using Dynatrace and BigPanda, identifying performance issues.
• Troubleshoot report refresh failures, data connectivity issues, and visualization errors.
• Collaborate with BI developers to escalate complex issues and coordinate minor enhancements.
• Document known issues, troubleshooting guides, and user guides in Confluence.
• Track support tickets in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance tasks and basic automation using shell scripts.
• Coordinate with data teams and cloud infrastructure for AWS/Azure-related issues.
• Provide user support and training on basic BI tool usage.
• Bachelor's degree in Computer Science, Information Technology, Data Science, or a related field.
• 2+ years of experience in BI application support or IT operations.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic shell scripting skills for automation.
• Foundational knowledge of AWS and Azure cloud platforms.
• Basic understanding of Power BI, Spotfire, and data visualization concepts is a plus.
• Excellent problem-solving and communication skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus."
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