Data Operations Engineer

Accenture Federal Services•Arlington, TX

About The Position

The Data Operations Customer Support Specialist will provide technical support for data-related issues. They will troubleshoot problems with data access, quality, and availability, collect customer feedback for continuous improvement, and ensure support activities adhere to data security policies. This role will respond to and resolve customer tickets related to data services, diagnose complex data-related problems, and coordinate with technical teams for issue resolution. The specialist will develop and maintain knowledge base articles for common data issues, create and update documentation for data services, and train users on data access and utilization. They will monitor data service health and performance, track and report on support metrics and customer satisfaction, and identify patterns in support requests to drive improvements. This position will participate in change management processes for data services, communicate service disruptions and maintenance activities to users, and collaborate with data engineering teams to enhance service reliability. The specialist will establish support procedures and escalation paths, implement proactive monitoring to identify potential issues before they impact users, and maintain awareness of the data platform roadmap to prepare for supporting new features.

Requirements

4 years of experience providing technical support for data operations in complex environments
Demonstrated expertise in troubleshooting data issues, customer service, documentation, and knowledge management
Bachelor’s degree (or 4 additional years of equivalent experience)
Must meet DoD 8140 requirements
Active Secret, Top Secret, TS/SCI, or TS/SCI with Polygraph clearance required, depending on position

Responsibilities

Respond to and resolve customer tickets related to data services.
Diagnose complex data-related problems.
Coordinate with technical teams for issue resolution.
Develop and maintain knowledge base articles for common data issues.
Create and update documentation for data services.
Train users on data access and utilization.
Monitor data service health and performance.
Track and report on support metrics and customer satisfaction.
Identify patterns in support requests to drive improvements.
Participate in change management processes for data services.
Communicate service disruptions and maintenance activities to users.
Collaborate with data engineering teams to enhance service reliability.
Establish support procedures and escalation paths.
Implement proactive monitoring to identify potential issues before they impact users.
Maintain awareness of the data platform roadmap to prepare for supporting new features.