Data Service Excellence Specialist, IT

India-Pune Full time Req-49954 **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 therole'sarea of expertise. + Investigate incidents and service requests by gathering evidence, reproducing issues, analyzing business impact, troubleshooting root causes, implementingappropriate 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,validatingprior troubleshooting, improving escalation quality, and engaging platform engineering or product teams only when deeper code, infrastructure, or design changes arerequired. + Monitor, prioritize, and coordinateincidentand 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 tomaintaineffective 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 improveknowledgearticles, 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 andnew supportteam 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 aMaster's Degreeand a minimum of 2 years of related experience. + Hands-on experience supporting analytics platforms, with Power BI experiencerequiredand 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 tofacilitateonboarding, 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 ofdata 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 theappropriate resolutionor escalation path based on technical findings and business impact. + Mayprovidefunctional guidance to lower-level or front-line support personnel while partnering with people managers or vendor leadership on formal people-management matters. + Travel may berequiredup 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. Recruiting scam alert: Read our notice about potential recruiting scams. Edwards Lifesciences is the leading global structural heart innovation company, driven by a passion to improve patient lives. Through breakthrough technologies, world-class evidence and partnerships with clinicians and healthcare stakeholders, our employees are inspired by our patient-focused culture to deliver life-changing innovations to those who need them most.