The Data Operations Customer Support Specialist Senior delivers frontline and escalated technical support for data access, quality, and availability issues within a mission-critical federal data environment. This role diagnoses complex data-related problems, coordinates with data engineering teams, and manages customer tickets through resolution while adhering to strict data security and handling policies. The specialist builds and maintains knowledge base content, trains end users on data platform utilization, and drives continuous improvement by identifying patterns in support requests and implementing proactive monitoring.
Key Responsibilities- Respond to and resolve customer tickets related to data services, diagnosing complex data access, quality, and availability issues and coordinating with data engineering and technical teams for resolution.
- Log, triage, and escalate data service incidents within defined SLAs using ticketing and ITSM platforms such as ServiceNow, Zendesk, or Jira Service Management.
- Develop and maintain knowledge base articles and support documentation for recurring data access, quality, and availability issues, and train end users on data platform utilization and self-service tools.
- Monitor data service health and performance, track and report on support metrics and customer satisfaction, and identify patterns in support requests to drive proactive process improvements.
- Participate in change management processes for data services, communicating planned maintenance and service disruptions to users in coordination with data engineering teams.
- Query, validate, and troubleshoot structured data issues across enterprise data platforms using SQL, escalating complex, multi-system problems to technical teams as needed.
- Establish support procedures and escalation paths, and implement proactive monitoring to identify potential issues before they impact users.
- Maintain awareness of the evolving data platform roadmap to ensure readiness in supporting new features and enhancements within a highly regulated environment.
Required Qualifications- Bachelor's degree in a related field or equivalent relevant experience, consistent with the Business Systems Analyst III standard job title.
- Typically 5-8 years of relevant data operations or technical support experience, consistent with a senior-level designation.
- Proficiency in ticketing and ITSM platforms (e.g., ServiceNow, Zendesk, Jira Service Management) for logging, triaging, and escalating incidents within defined SLAs.
- Working knowledge of SQL for querying, validating, and troubleshooting structured data issues across enterprise data platforms.
- Understanding of data security policies, access controls, and handling procedures appropriate for a highly regulated federal environment.
- Must have a current Secret clearance and U.S. citizenship, as required for this position.
Preferred Qualifications- ITIL v4 Foundation certification.
- Experience with cloud data platforms (AWS, Azure, or Google Cloud Platform).
- Active Secret clearance with prior experience supporting federal government data systems.
- Familiarity with change management frameworks (e.g., ITIL) for coordinating planned maintenance and platform updates.
Compensation RangesCompensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO RequirementsIt is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
DisclaimerThe preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
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