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.
- Ability to obtain and maintain a 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 GCP).
- 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.
