Data Operations Analysts

Job Overview:.
The Data Operations Analyst is a highly analytical, detail-oriented professional responsible for triaging and resolving data issues escalated by Customer Service. Operating under the CX Data Office, this role ensures the integrity of internal and customer data within our CX systems and Pure1 platform. The ideal candidate excels at tracing data lineage, understanding system interfaces, and adhering to strict SLAs.
Key Responsibilities:Ticket Resolution: Receive, triage, and resolve data quality and integration tickets escalated by Customer Service within defined SLAs.Root Cause Analysis: Analyze data provenance (lineage) to identify the source of data discrepancies or system interface failures. Runbook-Based Process Mapping: Follow documented, runbook-based steps to understand data flows, identify gaps, and utilize CRUD (Create, Read, Update, Delete) process mapping.Tool & System Management: Manage and resolve tickets natively within ServiceNow, investigating and fixing data quality issues that span across multiple integrated environments (SFDC/Salesforce, Reltio, SAP).Documentation: Follow and adhere to high-quality documentation for internal processes, data policies, and resolution runbooks.Collaboration: Work closely with the Data Operations Manager and broader CX Data Office to support business enablement initiatives.
Required Skills & Qualifications:Experience: 1+ years of experience in a support-related field or global shared-services environment.Data Passion: A strong, demonstrated interest in working with data and a desire to learn about data analytics.Runbook Execution: Proven ability to follow step-by-step runbooks and documented instructions to solve data-related issues.Multi-Tasking & Tool Agility: Ability to work across multiple operational tools and enterprise systems simultaneously.Analytical Mindset: Basic analytical skills and meticulous attention to detail (Core Requirement).Execution: Proven ability to work under structured policies, process frameworks, and strict operational timelines
Preferred (Bonus) SkillsJira Cloud: Familiarity working within Jira Cloud for ticket management and workflow tracking (Nice-to-have).Enterprise Systems: Hands-on experience or familiarity with SFDC (Salesforce), Reltio, SAP, or ServiceNow.Global Support: Experience working in a global support or shared-services environment.