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 specialists 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.