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.
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.
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 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 big data warehouse processing using Databricks and Snowflake debugging, ITSM tools like ServiceNow.
Bachelor's degree in business, computer science, or related field
NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide.
We provide consumer packaged goods manufacturers / fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow.
Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge.
We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population.
For more information, visit .
NielsenIQ is committed to hiring and retaining a diverse workforce. 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.