Data Service Excellence Specialist, IT

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 incutting-edgeinformation technology enabling our global teams to collaborateoperateefficiently and advance our patient-focused mission.

As part of our IT team yourexpertisewill 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 deeperplatformand engineering specialists when a change to the underlying product or platform is.

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 therolesarea of expertise.

• Investigate incidents and service requests by gathering evidence reproducing issues analyzing business impact troubleshooting root causes implementingappropriate 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 resourcesvalidatingprior troubleshooting improving escalation quality and engaging platform engineering or product teams only when deeper code infrastructure or design changes are.

• Monitor prioritize and coordinateincidentand 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 tomaintaineffective 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.

• Createmaintain and improveknowledgearticles 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 andnew supportteam members across technical and non-technical audiences.

What you will need (Required)

• Bachelors 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 aMasters Degreeand a minimum of 2 years of related experience.

• Hands-on experience supporting analytics platforms with Power BI experienceand 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.

• Strong analytical troubleshooting and problem-solving skills with the ability to interpret incomplete or conflicting information.

• Ability to communicate clearly with technical and non-technical users and manage multiple priorities independently.

• Strong documentation organization time management stakeholder management and customer service skills.

• Experience coordinating work knowledge transfer and operational readiness across geographically distributed teams.

• Ability tofacilitateonboarding training and knowledge-sharing activities.

• Adhere to all company rules and requirements including Environmental Health & Safety rules and take adequate control measures to prevent injuries protect the environment and prevent pollution under their span of influence or control.

What else we look for (Preferred)

• Experience working in a global or matrixed environment and coordinating offshore or vendor-based support resources.

• Working knowledge of Snowflake roles and permissions and the ability to use simple SQL queries for investigation.

• Experience with ServiceNow Jira GitLab or comparable service management and version control tools.

• Understanding ofdata governance principles analytics workflows and access-control practices.

• Basic SQL or DAX knowledge including simple queries measures or calculated columns.

• Experience developing runbooks knowledge articles support metrics and service improvement plans.

Additionalinformation

• Works independently on Level 3 support activities with general supervision and applies judgment to select theappropriate resolutionor escalation path based on technical findings and business impact.

• Mayprovidefunctional guidance to lower-level or front-line support personnel while partnering with people managers or vendor leadership on formal people-management matters.

• Travel may beup to 5%.

Benefits and equal opportunity

Aligning our overall businessobjectiveswith performance we offer competitive salaries performance-based incentives and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.

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