Production Support Data Analyst

The Production Support Data Analyst serves as the first point of contact for operational support requests submitted to the BTO Data Team. This role is responsible for answering Tier 1 questions, performing initial investigation and triage, documenting issues, and routing requests to the appropriate business, analytics, or technical resources.

Accountabilities

• Serve as the primary contact for BTO Data support requests

• Resolve common issues and validate request details

• Triage and prioritize incidents, access requests, and enhancements

• Route cases to Tier 2/Tier 3 teams and track resolution

• Escalate critical production issues as needed

• Perform initial troubleshooting and issue investigation

• Identify root causes across data, process, access, and system areas

• Maintain knowledge bases, FAQs, and support documentation

• Monitor support metrics, trends, and service performance

• Drive process improvements, automation, and support maturity initiatives

Qualifications

• Monitor support metrics, trends, and service performance

• Drive process improvements, automation, and support maturity initiative

• Bachelor's degree holder

• Understanding and use of

• 2+ years of experience in data analytics, business intelligence, reporting support, help desk, production support, or related disciplines.

• Experience working with support ticketing systems such as JIRA, ServiceNow, Azure DevOps, or similar platforms.

• Strong analytical and problem-solving skills.

• Ability to investigate and document issues clearly and accurately.

• Excellent written and verbal communication skills.

• Strong organizational skills with the ability to manage multiple requests simultaneously.

  Proficiency with Microsoft Excel and Microsoft Office tools.