IT Data & Analytics Production Support Analyst (BB-E5022)

Encontrado en: Neuvoo Bulk CR


Job Description:

Job Description 3M is seeking an IT Data & Analytics Production Support Analyst. This position will be located in Belen, Heredia as part of our Global Service Center in Costa Rica. If you are looking for a career in an open, creative, passionate environment and would like to participate in creating something new - apply today! Job Summary This role is responsible for the maintenance and operations of the Data & Analytics organization Production Support service (L1). This includes ensuring functionality and usability of all existing Business Intelligence solutions, enabling company employees to do their work effectively. Responsible for diagnosing and resolving application incidents, ensuring optimal performance and usability for our customers, and providing root cause analysis with recommendations for improvements. Some programming and debugging duties will be required in order to develop queries/reports of varying complexity and to troubleshoot and fix programmatic issues. Primary Responsibilities include but are not limited to the following: Support current Production Support framework for the Data & Analytics organization. (Incident and Problem management) Play a role of L1 Agent reducing the triage to L2 queue, applying basic troubleshooting to resolve issues with low/intermediate complexity. Demonstrate expertise and customer service to internal stakeholders in terms of the existing Business Intelligence solutions, translating complex requirements into a potential resolution. Follow-up with internal customers when tickets have incomplete information, to ensure adequate escalation to the corresponding teams. Keep records of customer interactions, transactions, comments, and complaints. Ensure all tickets are logged and prioritized in line with department SLAs. Report and communicate Production Support Portfolio metrics to the Data & Analytics team and leaders. Basic knowledge in configuring and supporting business intelligence applications. Advanced ability to research, analyze and recommend improvements to the organization’s use of the business intelligence applications and processes. Create and maintain technical documentation (Knowledge Management). Ensure customer satisfaction and provide professional customer support. Maintain a positive, empathetic, and professional attitude toward 3M internal customers. Self-motivated and highly professional with ability to lead and take ownership and responsibility. General Qualifications/Experience: IT bachelor’s degree from an accredited institution. 2+ years relevant working experience in IT related field. Basic knowledge in writing SQL queries. Must be detail oriented, self-directed and have strong independent problem-solving skills. Knowledge of information technology opportunities and the ability to evaluate ideas and make proposals. Ability to team working is inherent in the job responsibilities. Strong communication and presentation skills in English and Spanish. Must be able to travel internationally if needed. Preferred Qualifications Basic expertise understanding Business Intelligence concepts. Experience with working in an ITIL environment. BI platforms experience: SAP Business Objects, Qlikview, MSSQL, Azure, Power BI. Supporting Your Well-being 3M offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope. Imagine your future in 3M At 3M, inspiration happens daily. Here, science is how the magic happens. Except it is not magic, it is the right science, applied in the right way by the people of 3M. Here, your ideas help shape everyday lives around the globe. Here, you matter. You inspire. Challenge. Create. Thrive. Here, you go. Apply now and discover inspired opportunities!

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location_onCosta Rica

work 3M

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