Job Description

Job Summary:

We are seeking a dedicated Support Analyst - Senior consultants, consultants who can effectively handle P1/P2 support issues during odd hours and ensure the system is up and running. The Ideal candidate should have strong experience in the below skillset

• Data Visualization ( Cognos) monitoring support resource

Project Support responsibility:

• Provide support for critical P1/P2 incidents during odd hours, ensuring timely resolution and system recovery.
• Conduct root cause analysis for major incidents and implement corrective actions.
• Maintain effective communication with stakeholders regarding incident updates and resolutions.
• Troubleshoot and fix job failures arising during the assigned odd hours shift to minimize system downtime.
• Collaborate with cross-functional teams to resolve technical problems efficiently.
• Work on low priority incidents assigned during the odd hours shift, ensuring their timely resolution.
• Ensure adherence to incident management processes and service-level agreements (SLAs).
• Monitor system performance, identify bottlenecks, and propose improvements for optimal reporting performance.
• Ensure good understanding of ITIL system.

Technical Support responsibility:

• Provide technical support for Cognos, addressing user inquiries and troubleshooting system issues.
• Assist users with report publishing, scheduling, and ensuring the accurate delivery of reports.
• Manage user roles and permissions, including adding and modifying user groups and their access levels to visualize reports.
• Administer and maintain access controls to ensure data security and privacy.
• Document and maintain support procedures, guidelines, and knowledge base articles for efficient issue resolution.
• Stay updated with the latest features and enhancements in Cognos to provide effective support and guidance to users.
• Keep up-to-date with industry trends, new features, and enhancements related to, continuously expanding your knowledge to provide effective support.
• Assist users in navigating the reporting platforms whenever requested.

Requirements:

• 4-10 years of experience in a support role, handling P1/P2 incidents with a focus on Cognos platforms.
• In-depth knowledge of Cognos functionalities, including report publishing, scheduling, and user access management.
• Strong analytical and problem-solving skills to address user inquiries, troubleshoot technical issues & system failures.
• Familiarity with user role administration and the ability to configure and manage user groups and permissions.
• Experience working with report templates and implementing report bursting.
• Understanding of the semantic layer and data modeling concepts.
• Familiarity with incident management, problem management and support ticketing systems
• Ability to work independently and collaboratively in a fast-paced environment.
• Flexibility and willingness to work during odd hours to address critical support needs.
• Strong communication and interpersonal skills.

Deloitte