Qlik Platform Engineer; hybrid

Qlik Platform Engineer

Location: Hybrid (Rockville, MD and/or Washington DC)

Clearance: Must be clearable (US Citizen)

Hours: Shift work

As a Platform Engineer for Platform Services, you will be a key technical expert responsible for the hands-on operational management and support of customer Qlik platforms. Your role is focused on ensuring high availability, optimal performance, and customer satisfaction through effective troubleshooting and proactive maintenance. Analytical work with SQL.

The Consultant's primary responsibility is to work directly with our customers and partners to successfully operate and manage platform solutions.

• Hands-on Delivery & Operations: Provide direct technical support for incidents, service requests, and changes using a hands-on approach. You'll perform proactive monitoring and health checks, follow Standard Operating Procedures (SOPs), and ensure strict adherence to SLA compliance.
• Troubleshooting & Problem Resolution: You'll log, categorize, and prioritize incoming support requests, escalating complex issues to SMEs when necessary. You'll also contribute to Root Cause Analysis (RCA) documentation and maintain the internal knowledge base with resolutions and workarounds for recurring issues.
• Process Adherence & Improvement: Work directly with customer ITSM processes, ensuring all operational tasks align with ITIL policies and best practices. You'll proactively identify areas for process improvement, suggest automation opportunities, and propose ideas for enhancing service delivery.
• Communication &
  
  Collaboration:
  
  Participate in daily/weekly operational calls with customers, providing clear, timely updates on ticket status and resolutions. You'll engage in shift handovers, document proper instructions, and communicate effectively with both customers and internal teams.
• Reporting & Monitoring: Maintain a personal KPI dashboard, flagging anomalies and trends to the Delivery Lead. You'll perform operational ITSM monitoring and contribute to health check reports to ensure customer environments are performing efficiently.

The skills and qualifications required for this role:

• Technical Expertise: Strong, hands-on, end-to-end knowledge of Qlik Analytics and Qlik Data Integration products. Proficiency in troubleshooting tools and an understanding of server configurations and performance data.
• Operational & Process
  
  Skills:
  
  Solid practical experience with IT Service Management (ITSM) processes, including Incident, Problem, Change, and Service Request management, and adherence to ITIL best practices.
• Problem-Solving & Analytical
  
  Skills:
  
  Strong analytical abilities to identify issues, conduct Root Cause Analysis (RCA), and predict potential risks based on historical data.
• Communication & Interpersonal
  
  Skills:
  
  Excellent written and verbal communication skills with a strong customer focus. The ability to provide clear, empathetic, and professional updates to customers and to collaborate effectively with internal teams.
• Continuous Improvement Mindset: A proactive approach to identifying and suggesting opportunities for automation and process enhancements to improve efficiency and service delivery.

Desired experience with a successful track record in one or more of the following areas:

• Extensive experience in a technical subject matter expert or senior support role, with a focus on Qlik products or similar platforms.
• Demonstrated experience in resolving complex technical issues and performing root cause analysis.
• Proven ability to lead and mentor a technical team, including creating and maintaining technical documentation and training materials.
• Experience with platform health checks, proactive monitoring, and architectural design for scalability.
• A track record of driving automation initiatives and process improvements.
• Experience in a global delivery services environment is highly desirable.

$125-$150K (Flexible, DOE)

Note
This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other…