Systems Operations / Support Analyst 14631334

Job Title: Production Support Analyst – Customer Engagement (CE) Modeling & Analytics

Job Summary: We are seeking a proactive and detail-oriented Production Support Analyst to maintain the operational reliability of our Customer Engagement (CE) modeling and analytics software applications. This role ensures that CE model data flows, dashboards, and extracts are up-to-date and functioning correctly on a daily basis. You will diagnose and resolve application issues to ensure optimal performance, providing support to downstream CE system users and ensuring the seamless operation of business-critical platforms.

Key Responsibilities:

• Operational Monitoring & Maintenance: Ensure the ongoing operational readiness and reliability of CE systems, including model data flows, dashboards, and automated extracts.
• Issue Resolution & Support: Identify, diagnose, and resolve application issues quickly and efficiently. Coordinate with internal teams and external support partners to troubleshoot and resolve technical issues.
• Collaboration & Communication: Develop strong working relationships with the CE department and other support teams to manage and prioritize issue resolutions. Communicate expected resolution timelines and progress to internal stakeholders.
• Automation & Documentation: Build and maintain automated processes for operational tasks. Create and update technical documentation, including run books for routine operations and workflows.
• Root Cause Analysis & Continuous Improvement: Perform root cause analysis on recurring issues and implement proactive solutions to prevent future problems.
• Prioritize Issues: Work closely with Marketing and other departments to prioritize and resolve operational issues based on their impact on business operations.
• Performance Monitoring: Continuously monitor system performance, identifying areas for optimization and improvement, ensuring maximum efficiency and reliability.

Technical Skills & Knowledge:

• Strong experience with Snowflake, Dataiku, and Tableau SaaS platforms, including scripting, automation of data flows, and extract operations.
• Proficient in Machine Learning and Statistical Modeling, with experience using platforms like Dataiku, DataRobot, and Azure Machine Learning Studio.
• Expertise in SQL and Python for data manipulation, analysis, and process automation.
• Hands-on experience in developing and deploying predictive models (e.g., Decision Trees, Logistic Regression, Random Forests).
• Experience working with large datasets, including integration, cleansing, and transformation.
• Proficiency in creating and maintaining Tableau Dashboards for business intelligence.
• Familiarity with production support concepts, including incident reporting, testing, debugging, and system audits.

Required Qualifications:

• Strong Machine Learning and Statistical Modeling skills.
• Experience with Data Integration and Data Quality Management.
• Proven ability to develop effective working relationships with cross-functional teams.
• Strong communication skills, both written and verbal, with the ability to explain complex issues clearly.
• Ability to work independently and as part of a team to solve problems and ensure operational stability.
• Strong problem-solving skills, with a focus on quickly identifying issues, proposing solutions, and driving timely resolution.

Preferred Qualifications:

• Prior experience in production support roles or with high-availability systems.
• Background in marketing analytics or other related business functions.