Data Service Excellence Specialist, IT

Edwards Lifesciences; India; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Edwards Lifesciences is seeking a Data Service Excellence Specialist in India to deliver Level 3 support for Data & Analytics platforms, including Power BI, Qlik, and Snowflake. You will own governance, incident resolution, and user guidance while coordinating with global business users and offshore teams.

You will escalate to platform engineering when changes are required, coordinate through ServiceNow and Jira, and contribute to knowledge resources and training for analytics users.

Qualifications

• Bachelor's degree in Computer Science, IT, or related field with 4+ years in data/analytics support or a Master's with 2+ years.
• Hands-on experience supporting analytics platforms, with Power BI; Qlik/Tableau/Snowflake experience valued.
• Experience resolving escalated incidents with root-cause analysis and engineering engagement when needed.
• Familiarity with ITIL practices: Incident, Request, Problem Management.

Responsibilities

• Provide Level 3 functional and technical support for Data & Analytics platforms (Power BI, Qlik, Snowflake).
• Investigate incidents and requests, document outcomes, and troubleshoot root causes.
• Own access provisioning and governance in line with security and segregation-of-duties.
• Serve as escalation point for frontline/offshore support and engage engineering when needed.
• Coordinate workloads using ServiceNow, Jira; communicate resolution effectively.
• Act as liaison among business users, distributed teams, and offshore resources.
• Coordinate operational activities such as onboarding and readiness for new services.
• Create and improve knowledge articles, runbooks, and onboarding materials.
• Coach team members on troubleshooting and platform knowledge (no direct people mgmt).
• Analyze recurring incidents, perform RCA, and implement improvements.

Skills

Power BI

Qlik

Snowflake

ITIL

ServiceNow

Jira

GitLab

SQL

Education

Bachelor's degree in Computer Science or IT

Master's degree (desirable)

Tools

Power BI

Qlik

Snowflake

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 specia lists 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.
• 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 to facilitate onboarding, 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 of data