Data Service Excellence Specialist, IT

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 specialists 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 governance principles, analytics workflows, and access-control practices. 

• Basic SQL or DAX knowledge, including simple queries, measures, or calculated columns. 

• Experience developing runbooks, knowledge articles, support metrics, and service improvement plans. 

Additional information 

• Works independently on Level 3 support activities with general supervision and applies judgment to select the appropriate resolution or escalation path based on technical findings and business impact. 

• May provide functional guidance to lower-level or front-line support personnel while partnering with people managers or vendor leadership on formal people-management matters. 

• Travel may be required up to 5%. 

Benefits and equal opportunity 

Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families. 

Edwards, Edwards Lifesciences, and the stylized E logo are trademarks of Edwards Lifesciences Corporation or its affiliates. All other trademarks are the property of their respective owners.