BI & Analytics Support Specialist

Job Title: BI & Analytics Support Specialist

Purpose

We are seeking a skilled and proactive BI & Analytics Support Specialist to ensure the smooth operation, maintenance, and continuous improvement of business intelligence (BI) applications and platforms. This role will provide technical support, coordinate system upgrades and patching, manage user provisioning, and facilitate the onboarding of new applications.

The position involves collaborating with cross-functional teams, managing incidents and service requests, supporting platform modernization, and ensuring compliance with security and regulatory requirements. The ideal candidate will have strong technical expertise, problem-solving skills, and the ability to work effectively in a dynamic, enterprise-level environment.

Position Responsibilities

BI Platform Administration and Support

• Troubleshoot user access issues and manage daily user provisioning requests across BI applications.
• Generate monthly usage metrics for data analytics applications and develop audit dashboards to monitor application access and report usage.
• Provide administration and technical support for BI platforms, including Cognos, Tableau, Power BI, ThoughtSpot, and Alteryx.
• Perform monthly server patching, routine health checks, and preventive maintenance for BI application servers.
• Coordinate change requests, approvals, production changes, and deployments on a weekly and monthly basis.
• Manage incidents and service requests through ServiceNow, ensuring timely resolution, accurate documentation, and adherence to service standards.
• Support the onboarding of new applications and resolve application-related issues.
• Communicate scheduled and unscheduled maintenance activities to stakeholders and provide timely updates.

Platform Modernization and Technical Operations

• Plan and execute upgrades of BI applications, including Tableau, Cognos, and Alteryx, as part of platform modernization initiatives.
• Support AWS infrastructure services, including EC2, Route 53, Application Load Balancer (ALB), and security groups.
• Install and configure required drivers and troubleshoot application connectivity issues.
• Develop automation scripts for monitoring, maintenance, and cleanup activities.
• Troubleshoot platform, server, network, and application performance issues in collaboration with internal teams and external vendors.
• Document technical configurations, operational procedures, troubleshooting steps, and best practices.
• Work with vendors independently to investigate and resolve technical issues.

Security, Access Management, and Governance

• Support authentication and access management technologies, including SSO, SAML, SSL, IIS, Azure Active Directory (Azure AD), groups, and roles.
• Ensure BI platforms comply with organizational security policies, access controls, and applicable regulatory requirements.
• Maintain audit records, access documentation, and system configuration details.
• Understand enterprise application architecture diagrams and IT security requirements.
• Coordinate with offshore resources and cross-functional teams to ensure effective delivery and operational continuity.

Stakeholder and Project Coordination

• Collaborate with business analysts and business stakeholders to gather requirements and resolve technical challenges.
• Build strong working relationships across all levels of the organization and proactively identify opportunities to improve operational efficiency.
• Prioritize tasks, coordinate team activities, and provide effort estimates for project deliverables.
• Use Jira and ServiceNow to manage work items, incidents, requests, and project-related activities.
• Support multiple projects and operational priorities while maintaining quality, accuracy, and accountability.

Technical Qualifications

Experience and Core Technical Skills

• 6+ years of experience in business intelligence, analytics, and related technical support or platform administration.
• 4+ years of experience in data architecture, data management, platform maintenance, and implementation of best practices and industry standards.
• Strong experience administering and maintaining enterprise BI applications, including Cognos, Tableau, Power BI, ThoughtSpot, and Alteryx.
• Hands-on experience upgrading BI applications and supporting platform modernization initiatives.
• Proficiency in AWS services, including EC2, Route 53, ALB, and security groups.
• Experience with server administration, application monitoring, patching, backups, security measures, and system health checks.
• Strong understanding of PaaS and SaaS application performance and enterprise application architecture.

Data Management and Analytics

• Experience with data warehousing platforms such as Snowflake, Amazon Redshift, or similar technologies.
• Experience with database technologies, including SQL, Python, PostgreSQL, AWS Aurora, AWS RDS, MongoDB, and Redis.
• Experience building and optimizing data pipelines for ingesting, processing, and transforming large volumes of data.
• Ability to design, develop, and maintain BI reports, dashboards, and data visualizations.
• Familiarity with cloud-native data services, storage solutions, and analytics platforms.
• Understanding of data modeling, metadata management, data lineage, and data integration techniques.

Data Catalog and Governance

• Experience with data catalog tools such as Collibra, Alation, Informatica Enterprise Data Catalog, or similar platforms.
• Ability to customize and configure data catalog tools to meet business requirements.
• Strong understanding of data management principles, data governance practices, and metadata management.
• Experience supporting data management, data governance, or metadata management initiatives.
• Familiarity with data governance principles, data classification frameworks, and regulatory requirements, including GDPR and CCPA.
• Experience working with APIs, integration tools, and automation frameworks for data management activities.

Infrastructure, Security, and Automation

• Knowledge of SSO, SAML, SSL, IIS, Azure AD, access groups, and role-based access controls.
• Experience developing automation scripts for monitoring, maintenance, and operational support.
• Understanding of enterprise IT security requirements, system compliance, and infrastructure best practices.
• Experience planning and executing on-premises-to-AWS migrations.
• Ability to troubleshoot system, network, database, and application issues across complex enterprise environments.

Experience and Qualifications

• Demonstrated ability to solve problems in ambiguous environments with evolving priorities and requirements.
• Ability to thrive in a dynamic, fast-paced environment and collaborate with diverse teams and organizational stakeholders.
• Strong analytical, troubleshooting, and problem-solving skills.
• Ability to manage multiple projects, operational tasks, and reporting requirements across different stakeholders.
• Rigorous attention to detail, accuracy, and documentation quality.
• Passion for programming, automation, continuous improvement, and learning new technologies.
• Strong verbal and written communication skills.
• Proven ability to coordinate effectively with offshore resources, vendors, and cross-functional teams.
• Experience supporting enterprise-scale technology environments and complex application ecosystems.

Education

• Bachelor's degree in Computer Engineering, Computer Science, Information Technology, or a related field.
• An advanced degree in Computer Science or a related discipline is preferred.