Technical Support Lead

Project Overview: The Enterprise BI & Analytics team is looking for an Application Support team member with solid technical skills to provide Level 3 support for our Cognos BI applications.

Contractor's Role: In this position you will interact with business partners as well as other technology teams and use a wide range of tools and technologies to analyze and resolve complex issues.

The role requires good communication skills, a problem-solving focus and attention to detail to provide high quality solutions in a fast-paced environment. The ability to work independently and prioritize deliverables will be key to success.

Qualifications (Must Have's)

Solid IBM Cognos Analytics skills (Framework Manager, Transformer, Data Modeling, Reports, Dashboards, etc.)

Solid SQL skills (Oracle, .)

Experience with or exposure to other BI tools and applications (such as Planning Analytics, PowerBI) is a plus

Job scheduling (BMC Control-M)

Experience with or use of scripting (DOS/batch, PowerShell)

Experience in incident Management, understanding of ticket workflows and use of escalation. Experience with ServiceNow application.

Experience with agile delivery tools and methodologies (Azure or other)

Tasks & Responsibilities

Resolve complex production issues in an expedient manner; independently or in collaboration with others

Perform root cause analysis and devise, test, and implement solutions

Collaborate and coordinate work with other team members and teams (Infrastructure, ETL, Data, etc.) to meet deliverables and deadlines

Identify recurring issues and requests and propose solutions to address them or enhance efficiency

Identify opportunities for process automation and assist in implementation

Document procedures so that work can be handed over to Level 1 and 2 Application Support

Assist in development, testing, and other Enterprise BI & Analytics team activities and projects as needed