Data Service Excellence Specialist, IT

Innovation starts from the heart.   At Edwards Lifesciences, we are dedicated to developing ground-breaking technologies with a genuine impact on patients' lives. At the core of this commitment is our investment in   cutting-edge   information technology, enabling our global teams to collaborate,   operate   efficiently, and advance our patient-focused mission.   As 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 specia lists when a change to the underlying product or platform is   required .   How you will make an impact   Provide 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.   Investigate incidents and service requests by gathering evidence, reproducing issues, analyzing business impact, troubleshooting root causes, implementing   appropriate resolutions , and documenting outcomes.   Own access requests and provisioning activities while ensuring alignment with security, governance, compliance, and segregation-of-duties requirements.   Act 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 .   Monitor, prioritize, and coordinate   incident   and request workloads through ServiceNow, Jira, and established service management practices, with clear communication through resolution.   Serve as a liaison among business users, technical teams, and Pune-based or offshore support resources to   maintain   effective communication and dependable service delivery.   Coordinate day-to-day operational activities across distributed support resources, including work prioritization, knowledge transfer, onboarding, and readiness for new or changing services.   Create,   maintain , and improve   knowledge   articles, FAQs, runbooks, support documentation, onboarding materials, and operational procedures.   Coach support team members on troubleshooting methods, platform knowledge, service standards, and effective customer communication without direct people-management responsibility.   Analyze recurring incidents and support trends, perform root cause reviews, and recommend or implement improvements that reduce repeat demand and improve the user experience.   Support training and enablement for analytics users and   new support   team members across technical and non-technical audiences.

(Required)   Bachelor'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.   Hands-on experience supporting analytics platforms, with Power BI experience   required   and experience with Qlik, Tableau, Snowflake, or comparable platforms strongly valued.   Experience 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.   Familiarity with ITIL service management practices, including Incident, Request, and Problem Management.   Strong analytical, troubleshooting, and problem-solving