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 Relays 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
* Understands 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 ah-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 trouble-shooting 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
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