Data Center Issues Support Analyst

Program Data Center Issues Support Analyst

Seeking skilled Issues Support Analysts to own and operate the PDC Issues Support Tool. This role is critical to ensuring program teams receive timely resolution of data discrepancies, validation questions, and system issues within the Palantir Foundry-based Program Data Center environment.

The ideal candidate combines technical data literacy with strong communication skills, serving as the bridge between end users experiencing issues and the complex data systems that power program reporting.

Key Responsibilities

Ticket Triage & Investigation (60%)

• Monitor and manage the PDC Issues Support Tool queue, ensuring tickets are acknowledged, categorized, and assigned within SLA targets
• Investigate validation discrepancies by comparing program team reports against PDC/Foundry calculation logic
• Navigate Foundry tools (Contour, Pipeline Builder, Code Repositories) to trace data lineage and identify root causes
• Document investigation findings and resolution steps for knowledge base development

End User Communication (25%)

• Serve as primary point of contact for program team members submitting tickets
• Follow up with end users to gather additional information, corrected reports, or clarification on reported issues
• Communicate resolution status, findings, and any required user actions in clear, non-technical language
• Escalate complex or systemic issues to the appropriate engineering teams with complete context

Process Improvement & Reporting (15%)

• Track ticket metrics (volume, resolution time, common issue categories) and report trends to leadership
• Identify recurring issues and recommend systemic fixes or user training opportunities
• Contribute to FAQ documentation and self-service resources to reduce ticket volume
• Participate in daily standup calls and weekly retrospectives to continuously improve support operations

Required Qualifications

• 2-4 years of experience providing: Technical support, Data analysis, Business analyst (gathering requirements) or similar role
• Ability to read, interpret, and investigate complex datasets and reports
• Experienced writing SQL queries to investigate data discrepancies
• Experience tracing data - following data from where it starts to where it ends to figure out why numbers don’t match between the Program Datacenter (PDC) and program reports. Specifically through systems to identify where calculations diverge between PDC(Program Datacenter Environment) and program reports.
• Tool proficiency: Familiarity with data analysis tools (Excel advanced functions, BI platforms, or similar)

• Candidate must be able to obtain government security clearance.