Systems Analyst, Data Services

Global Relay; London; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

Join a forward-thinking company as a Data Services Systems Analyst where your analytical skills and technical aptitude will drive impactful solutions. In this dynamic role, you will support backend operations and ensure the smooth facilitation of data import requests. Collaborate with diverse teams and contribute to innovative projects that shape the future of information management. With a commitment to employee growth and a flexible work culture, this is an opportunity to thrive in a challenging yet rewarding environment. If you're ready to make a difference and grow your career, this is the place for you.

Benefits

Flexible work arrangements

Diversity and inclusion initiatives

Career development opportunities

Mentoring and coaching support

Qualifications

• 1-3 years in a technical support role or equivalent work experience.
• Strong written and verbal communication in English required.

Responsibilities

• Review, validate, and complete Data Service requests according to SLAs.
• Act as a liaison to Development and Operations teams for issue escalation.

Skills

Technical Support

Problem-Solving

Analytical Skills

Communication Skills

Organizational Skills

Self-Starter

Education

Post-secondary education

Tools

Microsoft Office

SQL/PosgresQL

Ticketing System

Job description

Who we are:

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

Though we offer competitive compensation and benefits and all the other perks one would expect from an established company, we are not your typical technology company. Global Relay is a career-building company. A place for big ideas. New challenges. Groundbreaking innovation. It’s a place where you can genuinely make an impact – and be recognized for it.

We believe great businesses thrive on diversity, inclusion, and the contributions of all employees. To that end, we recruit candidates from different backgrounds and foster a work environment that encourages employees to collaborate and learn from each other, completely free of barriers.

We encourage you to apply if your qualifications and experience are a good fit for any of our openings.

Your role:

We are looking for analytical candidates with solid technical aptitude to join our bright, diligent and dynamic team. As the Data Services Systems Analyst, you will carry out the technical implementation of all Data Services' Import requests, in addition to supporting the daily processes and business operations of our fast-paced organization. The Data Services Systems Analyst will focus on the backend operations and escalation of all customer-facing systems related issues within Data Services to ensure proper facilitation and completion of Import case queue of Client historical archives being ingested into Global Relay's archives. You will play a critical role in proposing solutions, testing new features and contributing to the development of internal products.

The Data Services team provides audit, eDiscovery, and data migration support to our global customer base. The team is a specialized professional services department that delivers service and industry expertise on audit, legal eDiscovery, and data management related inquiries.

Are you up for the challenge?

Your responsibilities:

• Review, validate, approve and complete Data Service requests, according to departmental SLAs
• Act as a customer liaison to Development and Operation teams, escalating bugs, system failures and data issues as necessary
• Provide accurate completion timelines and project milestone estimates, and deliver accordingly
• Provide archive information and support to customer-facing teams across the business
• Demonstrate problem-solving and resourcefulness that deliver results for the customer
• Communicate (verbal & written) technical explanations effectively to a non-technical audience
• Actively guide and provide support to the Data Services team when they call for help
• Maintain and adhere to information security standards and protocols, as directed by Global Relay’s Information Security Policies
• Understand the importance of quality control, information integrity, completeness, and accuracy of data

Technical:

• Run/write PosgresQL (or SQL similar) queries for custom reporting and troubleshooting purposes
• Build scripts/macros to automate or increase efficiency for data processing
• Perform A9 archive changes (legal holds, flagging rules etc.)
• Investigate and troubleshoot product, system and data errors
• Participate in internal product testing and QA as needed

Administrative:

• Maintain detailed case documentation and perform customer request tracking
• Perform case management using a ticketing system including: creation, action and closure of assigned import tickets
• Generate processing logs and summary reports for customer review and verification
• Research and document internal processes and industry knowledge on an ad hoc basis
• Contribute to the maintenance of workstations and Windows servers

Management Support:

• Provide the Data Services Team Leads with recommendations for policy and procedural improvements
• Assist with cross-company issues and trouble-shooting
• Support Management with completion of ad-hoc tasks and projects

Case Management:

• Archive 9 Data Export Queue Management
• Archive 9 Archive Query Requests
• Archive 9 Legal Hold and Flagging Requests
• Archive 9/Archive 10 Data Import and Migration Requests

Project Management:

• Complete data investigation and project coordination in collaboration with Data Services Specialist as needed
• Liaise with internal teams and stakeholders on operational issues
• Provide basic Project Management in support of larger/more complex requests

Leadership, Coaching & Mentoring:

• Train and mentor new hires; review and shadow new hire’s work to ensure quality

About you:

• Post-secondary education or relevant work experience
• 1-3 years in a technical support role or equivalent work experience
• Strong written and verbal communication in English
• Experience in Microsoft Office, specifically Excel and Outlook
• Technical/desktop troubleshooting skills and computer proficiency
• Logical, methodical and predictable in their work
• Self-starter with the ability to work independently under minimal supervision
• Exceptional organizational and problem-solving skills with proven accuracy and attention to detail
• Ability to meet strict deadlines while balancing multiple tasks or projects
• Demonstrates technical aptitude and an appetite for continuous learning

Working conditions:

• Prepared to work evening/weekend shifts on occasion, for scheduled activities or to meet project deadlines.
• Prepared to work statutory holidays as needed
• Repetitive work required

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills.

Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion.

We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual.

We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, work style, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.

To learn more about our business, culture, and community involvement, visit www.globalrelay.com.