Data Analyst

Overview

The Data Analyst researches, analyzes, and resolves technical and data-related issues surfaced via the ticketing queue or directly from clients and travel agencies. Data includes travel data, HR feed data, and site data.

• Provide timely and effective data and system support to Crisis
  24 clients
• Investigate and troubleshoot technical and data issues using available tools, including Crisis
  24 applications and direct database access
• Identify, document, and resolve recurring issues by recognizing trends and recommending process improvements
• Escalate unresolved or complex issues to appropriate teams in accordance with approved escalation procedures
• Maintain accurate documentation of troubleshooting steps and resolutions in the Crisis
  24 ticketing system
• Ensure compliance with data security policies and protect client confidentiality, including handling Personally Identifiable Information (PII) securely
• Assist with general administrative duties for the data team
• Assist with managing data integration activities, including:
  • Client consultations to understand customer needs and use cases
  • Configuring products according to integration requirements
  • Documenting integration processes and decisions

This role falls within the Business Integration team, but works extensively with colleagues across the Implementations, Customer Support, Account Management, and Engineering teams.

• Problem-Solving:
  Ability to analyze issues, troubleshoot effectively, and propose solutions
• Attention to Detail:
  Strong focus on data accuracy and quality assurance
• Communication:
  Clear written and verbal communication skills to interact with clients and internal teams, with the ability to clearly define technical issue and potential solutions in writing
• Collaboration:
  
  Ability to work in a team environment and escalate issues appropriately
• Time Management:
  Ability to handle multiple tasks, prioritize effectively, and meet deadlines
• Technical Proficiency:
  • Required - Strong working knowledge of Microsoft Office (Excel, Word, Outlook)
  • Preferred – exposure to SQL and other database tools
  • Preferred – exposure to ticketing systems such as Jira
  • Capability to effectively coordinate and lead discussions with internal and external clients/travel agencies
  • Attention to detail is a must
  • Ability to multitask, organize, and document
  • Self-starter. Proactive and able to find and complete meaningful tasks in the absence of client demand and without management directive