{"id":65001,"url":"https://alion.io/job/edwards-data-service-excellence-specialist-it","title":"Data Service Excellence Specialist, IT","company":{"id":5220,"name":"Edwards Lifesciences","domain":"edwards.com","url":"https://alion.io/company/edwards","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":80,"open_postings":51,"ghost_share":0,"stale_share":0.784,"repost_share":0.02,"time_to_fill_p50_days":27,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Data Science","role_family":"Data Science","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pune, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":36000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":21},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GitLab","optional":false},{"name":"ITIL","optional":false},{"name":"Jira","optional":false},{"name":"Power BI","optional":false},{"name":"ServiceNow","optional":false},{"name":"Snowflake","optional":false},{"name":"SQL","optional":false},{"name":"Tableau","optional":false}],"status":"live","first_seen_at":"2026-08-20T00:00:00Z","employer_posted_date":"2026-09-24","last_verified_at":"2026-10-21T18:24:03Z","board_verified":true,"closed_at":null,"days_open":62,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":62},"description":"Edwards Lifesciences is expanding its global technology capabilities with the launch of a new IT Innovation Hub in Pune, India. The Hub strengthens the technology foundation that supports our business worldwide, working in close partnership with teams across regions to deliver reliable, high-quality solutions at scale.\nDesigned as a long-term investment, the Pune Hub will advance newer digital capabilities such as automation, data, AI, and cloud, and will include roles spanning end user services, application development, and enterprise platform teams.\nAs part of our IT team, your expertise will help deliver reliable, customer-focused support for Edwards' global Data & Analytics platforms. We are seeking a Data Service Excellence Specialist to provide Level 3 support, access governance, incident resolution, user guidance, and operational coordination across Power BI, Qlik, Snowflake, and related services. This role is a hands-on escalation and resolution point that works directly with business users and partners with deeper platform and engineering specialists when a change to the underlying product or platform is required.\nShift Time - 3 PM IST to 12 AM IST\nHow you will make an impact\nProvide Level 3 functional and technical support for Data & Analytics platforms, including Power BI, Qlik, Snowflake, and related services, resolving complex incidents and requests within the role’s area of expertise. \nInvestigate incidents and service requests by gathering evidence, reproducing issues, analyzing business impact, troubleshooting root causes, implementing appropriate resolutions, and documenting outcomes. \nOwn access requests and provisioning activities while ensuring alignment with security, governance, compliance, and segregation-of-duties requirements. \nAct as the escalation point for front-line and offshore support resources, validating prior troubleshooting, improving escalation quality, and engaging platform engineering or product teams only when deeper code, infrastructure, or design changes are required. \nMonitor, prioritize, and coordinate incident and request workloads through ServiceNow, Jira, and established service management practices, with clear communication through resolution. \nServe as a liaison among business users, technical teams, and Pune-based or offshore support resources to maintain effective communication and dependable service delivery. \nCoordinate day-to-day operational activities across distributed support resources, including work prioritization, knowledge transfer, onboarding, and readiness for new or changing services. \nCreate, maintain, and improve knowledge articles, FAQs, runbooks, support documentation, onboarding materials, and operational procedures. \nCoach support team members on troubleshooting methods, platform knowledge, service standards, and effective customer communication without direct people-management responsibility. \nAnalyze recurring incidents and support trends, perform root cause reviews, and recommend or implement improvements that reduce repeat demand and improve the user experience. \nSupport training and enablement for analytics users and new support team members across technical and non-technical audiences. \nWhat you will need (Required)\nBachelor's Degree in Computer Science, Information Technology, or a related field and a minimum of 4 years of relevant experience in data and analytics support, business systems analysis, application support, or a related role; or a Master's Degree and a minimum of 2 years of related experience. \nHands-on experience supporting analytics platforms, with Power BI experience required and experience with Qlik, Tableau, Snowflake, or comparable platforms strongly valued. \nExperience resolving escalated application or platform incidents beyond basic intake and routing, including root cause investigation, documented resolution, and effective engagement of engineering teams when needed. \nFamiliarity with ITIL service management practices, including Incident, Request, and Problem Management. \nStrong analytical, troubleshooting, and problem-solving skills with the ability to interpret incomplete or conflicting information. \nAbility to communicate clearly with technical and non-technical users and manage multiple priorities independently. \nStrong documentation, organization, time management, stakeholder management, and customer service skills. \nExperience coordinating work, knowledge transfer, and operational readiness across geographically distributed teams. \nAbility to facilitate onboarding, training, and knowledge-sharing activities. \nAdhere to all company rules and requirements, including Environmental Health & Safety rules, and take adequate control measures to prevent injuries, protect the environment, and prevent pollution under their span of influence or control. \nWhat else we look for (Preferred)\nExperience working in a global or matrixed environment and coordinating offshore or vendor-based support resources. \nWorking knowledge of Snowflake roles and permissions and the ability to use simple SQL queries for investigation. \nExperience with ServiceNow, Jira, GitLab, or comparable service management and version control tools. \nUnderstanding of data governance principles, analytics workflows, and access-control practices. \nBasic SQL or DAX knowledge, including simple queries, measures, or calculated columns. \nExperience developing runbooks, knowledge articles, support metrics, and service improvement plans. \nAdditional information\nWorks independently on Level 3 support activities with general supervision and applies judgment to select the appropriate resolution or escalation path based on technical findings and business impact. \nMay provide functional guidance to lower-level or front-line support personnel while partnering with people managers or vendor leadership on formal people-management matters. \nTravel may be required up to 5%. \nBenefits and equal opportunity\nAligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.\nEdwards, Edwards Lifesciences, and the stylized E logo are trademarks of Edwards Lifesciences Corporation or its affiliates. All other trademarks are the property of their respective owners.\nRecruiting scam alert: Read our notice about potential recruiting scams.","description_format":"text","description_chars":6458,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cardiovascular Devices","Patient Monitoring"],"lifecycle":[{"event":"open","at":"2026-08-20T00:00:00Z"}],"visa":[],"liveness":{"score":14,"band":"cold","label":"Long shot","p_open":1,"p_active":0.41,"p_room":0.35,"age_days":62,"expected_fill_days":27,"reasons":["conf:3","stale_co","velocity","win:tail","comp:brand"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/edwards-data-service-excellence-specialist-it","json_url":"https://alion.io/job/edwards-data-service-excellence-specialist-it.json","meta":{"generated_at":"2026-10-21T19:33:45Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":27765,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":5220},"rest":"https://alion.io/mcp/rest/get_company?id=5220"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fedwards-data-service-excellence-specialist-it"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fedwards-data-service-excellence-specialist-it"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fedwards-data-service-excellence-specialist-it"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/edwards-data-service-excellence-specialist-it\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fedwards-data-service-excellence-specialist-it"}]}