Job Description

Company Description

NIELSEN CONNECT TECHNOLOGY SENIOR SUPPORT ANALYST

Think about the billions of purchases that consumers make every single day around the world. Imagine trying to make sense of the trillions of data points that represent these purchases. From a family doing online shopping for household essentials to a quick run to the supermarket, Nielsen is measuring the entire consumer path to purchase.

Nielsen is a multinational company working with the world's largest brands across the world to inform them on where and how their best customers are shopping. The challenge is that this is a moving target and a complex problem. With the commerce landscape shifting constantly, only Nielsen has the span and caliber of data to make sense of what drives a consumer to make a purchase.



SENIOR SUPPORT ANALYST

So where do you fit here? Our client comes first. This means that Nielsen support analysts are here to help. As a Support Analyst, you will be responsible for high quality and in-depth technical support to internal and external users of Production systems. You will have exposure to all aspects of our business as well as an opportunity to learn and work on many different technologies. You will also be able to influence the direction we move to in the future.

This is a fast-paced and exciting role especially as Nielsen introduces many new and innovative solutions. The Support Analyst role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way. Being a strong team player is also key as you will need to know when to ask for help and also be willing to jump in when a team member needs a hand.

RESPONSIBILITIES:

• Strong understanding of technical troubleshooting skills and concepts along with strong verbal and written communication skills.

• Respond to incidents created from external and internal users - replicate issues, triage, provide workarounds, restore services, and work with delivery teams if defects require permanent solutions.

• Provide meaningful analysis of issues back to users and provide timely update for any on-going problems.

• End to end coordination of issue to resolution with the user, other support teams, operations, technical delivery teams and vendors if required.

• Perform user maintenance to resolve issues.

• Fulfill Standard Service Requests and execute actions based on standard operating procedures.

• Perform routine smoke testing, system monitoring and job monitoring and respond to issues.

• Provide consistent updates on tickets in Service-Now. Open JIRA ticket and monitor progress for defects.

• Identify urgent issues and escalate appropriately, participate in severity 1 incident and problem management.

• Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides

• Ensure compliance to standard Nielsen Practices / Tools - NSC, Incident Management, CAB, ServiceNow, JIRA

• Internally prioritization work based on incident priority and deadlines

• Process improvement for identifying trends in issues and providing feedback to higher level management

• Drive long-term solutions to high impact production issues and problem resolution across technical teams.

Qualifications

QUALIFICATIONS:

• 5-10 years of experience in technical support or related area

• Strong communication skills

• Ability to deep dive into issues and work cross-functionally to drive solutions

• Comfort working with client facing teams as well as senior technical associates

• Strong bias toward action, flexible, resourceful, and able to operate effectively within a dynamic, fast-paced environment

• Ability to work intermittent extended work hours, including weekends and holidays with a rotating on-call schedule

• Positive attitude, team player, self-starter; takes initiative, ability to work independently

• Experience with supporting a multi-tiered platform and applications

• Must Have: Exceptional Communication Skills, Flexibility to work in 24 x 7 Shift rotations - Including weekends. Application Support experience

• Nice to Have: Experience with PowerBI and/or automation (Python, Ansible, Java, Selenium, Jenkins, Postman, Katalon, Shell, Bash)

EDUCATION:

? Bachelor's degree in business, computer science, or related field

Additional Information

Our Benefits

• Flexible working environment
• Health insurance
• Parental leave
• Life assurance

About NielsenIQ

NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world's population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what's possible. How? We combine unparalleled datasets, pioneering technology, and the industry's top talent to create insights that unlock innovation. Join us and change the landscape.

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Our commitment to Diversity, Equity, and Inclusion

NielsenIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

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