City : Toronto

Category : Other

Industry : Professional Services

Employer : BGIS

Who We Are 

BGIS is a leading provider of customized facility management and real estate services. With our combined team of over 6,500 globally, we relentlessly focus on enabling innovation through the services we deliver, while actively looking for new opportunities that will enable innovation for our clients’ businesses. Globally, we manage over 320 million square feet of client portfolios across 30,000+ locations in North America, Europe, Middle East, Australia and Asia. Further information is available at www.bgis.com

SUMMARY 

The Data Support Specialist provides technical support to internal business users on our core BI technology stack.   The Data Support Specialist must have strong troubleshooting skills to identify and rectify problems/issues to ensure a secure and well-functioning environment while enjoying the challenge of learning new technology.  The Specialist is responsible for managing the entire incident/service request process ensuring adherence to our Service Level Agreement (SLA).

KEY DUTIES & RESPONSIBILITIES 

Incident/Service Request Management

• Monitors the BI Incident /Service Request queue in our ITSM tool and takes ownership of the incidents/requests.
• Prioritized incident/requests based on impact and priority.

System Monitoring

• Monitors incoming error or failure notifications on our core BI system and collaborates with BI Dev team to troubleshoot and remediate the failures.

Incident Management

• Manages the incident response from investigation and diagnosis, resolution and recovery up to incident closure. Keep users well informed on the status throughout the incident life cycle.  Ensure timely resolution of incidents within our established SLA.  Update the incident with detailed notes on the root cause and the resolution being applied.
• Liaises efforts among other internal IT teams (i.e. DBA, BI Development, BI SC, Product SC, Application Support) where advanced support is required to help bring the incident to a closure.
• Performs data profiling of source data to identify data anomalies and perform data reconciliation in the SSAS tabular model or Client Data Warehouse.
• Escalates major incidents to the attention of Data & BI Management Team.
• Creates well documented bug and feature requests in Azure DevOps.

Change & Request Management

• Manages the end to end process for deploying Power BI reports/dashboards to Production.
• Understands the BI security framework to guide business on data access and work closely with Service Desk/DBA team where necessary.
• Provides support during the maintenance release window and conducts post release testing to ensure BI system is running properly.
• Manages user access to multiple client data warehouses on Snowflake.
• Coordinates activities among other internal IT teams to support initiatives to upgrade BI infrastructure.

Documentation

• Creates knowledge base article that will augment the team’s knowledge and reduce ticket resolution time.

KNOWLEDGE & SKILLS

• University or college degree in Computer Science, Data Science, Data Analytics or related discipline. (Minimum 2 to 3 years of understanding and writing intermediate SQL queries)
• Solid knowledge in ETL, data modelling (SSAS Tabular Model), Data Warehouse and RDBMS concepts. (Minimum 2 to 3 years of experience in supporting Microsoft technology stack (SSAS, SSRS, SQL Server, Power BI, DAX, MDX, Power Pivot, Power Query, TFS))
• Operational support experience related to incident analysis, change management, development, bug fixes and testing. (Minimum 1 to 2 years of experience with ETL automation tools)
• Solid understanding of system integration approaches and requirements. (Minimum 1 to 2 years in reporting or dashboard solutions with Microsoft Power BI)
• Ability to learn new systems, software independently and quickly. (Minimum 1 year of experience with Snowflake Cloud based data warehouse)
• Excellent written and verbal communication skills to communicate effectively to both technical and non-technical audience as well as build and maintain trust during service outages scenarios.    
• Works well independently under pressure and time constraints.         
• Team player, strong desire to learn from peers.   
• Occasional after-hours work is required to support production maintenance release.             
• Excellent time management skill to prioritize competing tasks.

Licenses and/or Professional Accreditation

None Required.

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organization. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognize that promoting diversity is an essential component of our continuing pursuit for organizational success!

BGIS is an equal opportunity employer and we welcome you to apply for a position with us! If you require accommodation during the recruitment process, please contact us at askHR. Upon request for accommodation, we will consult with the applicant in question and provide, or arrange for the provision of, a suitable accommodation in a manner that takes into account the applicant’s accessibility needs due to disability.

BGIS est un employeur qui respecte l'égalité des chances et nous vous invitons à postuler pour un poste chez nous ! Si vous avez besoin d'un accommodement pendant le processus de recrutement, veuillez nous contacter à askHR. En cas de demande d'accommodement, nous discuterons avec le candidat en question et fournirons, ou ferons en sorte de fournir, un accommodement approprié d'une manière qui tiendra compte des besoins d'accessibilité du candidat en fonction de son handicap.