Job Description

SUPPORT SPECIALIST

So where do you fit here? Our client comes first. This means that Nielsen support specialists are here to help. As a Support Specialist, 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 in a multi-tenant, cloud-based environment. You will also have the opportunity to participate in our newest product deployments to clients.

This is a fast-paced and exciting role especially as Nielsen introduces many new and innovative solutions. The Support Specialist 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:

• Maintain a working knowledge of Nielsen Connect supported products and technologies

• Fulfill service requests and respond to technical incidents by executing actions based on standard operating procedures

• Prioritize, research, troubleshoot and resolve or escalate technical issues. As needed, identify workarounds and communicate to customers.

• Provide high-quality service to continually drive towards "first call, first touch" resolution

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

• Work cross-functionally with the user, other support teams, operations, technical delivery teams and vendors to resolve issues through root cause analysis and problem management.

• Perform routine smoke testing, system, and job monitoring

• Provide consistent and clear updates on tickets in tracking tools (Service Now & JIRA)

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

• Ensure compliance to standard Nielsen Practices / Tools (Nielsen Client Helpline, Incident and Problem Management, Change Advisory Board, ServiceNow, JIRA)

• Remotely participate in responding to inquiries and issues during live client demos and training sessions.

Works for Connect/Discover. Only would add Datadog and graylog

Qualifications

QUALIFICATIONS:

• 3-5 years of experience in technical support or related area

• Passion for solving client issues and a champion of great customer service

• Strong understanding of technical troubleshooting skills and concepts

• Strong verbal and written communication skills

• 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

• Positive attitude, team player, self-starter; takes initiative

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

• 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 in a Microsoft Azure Cloud environment, Microsoft Office Tools, SQL expertise, Analytic Reporting Suite, Metric Dashboards and Application monitoring tools such as Datadog, LogicMonitor, Graylog - VM for Connect/Discover

• 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.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: