Data Support Associate at IDEXX Laboratories, Inc in Westbrook, Maine

Job Description:

As a Data Support Associate, you will be the first line of support for the Data Engineering team resolving issues and answering questions from Data Analysts. You will help Data Analysts to understand the logic and output of data queries and suggest solutions leading to desirable results. If issues are discovered in the underlying data, you will triage the issue to resolve the issue or if additional assistance is needed, escalate to a member of the Data Engineering team.

This is an excellent opportunity for an individual who loves data technologies and enjoys supporting end users.

Department

IT Data Engineering is responsible for the design and development of enterprise data collection, aggregation, and access systems for IDEXX' global business environment. These include traditional data architectures such as enterprise data warehousing and larger cloud-based data centralization systems like data integration hubs. Our products are used for synchronizing billions of data points between enterprise applications such as global ERP and CRM applications, collecting and normalizing reference lab results and clinical utilization, and creating easy-to-access data sources for enterprise analytics, sales enablement tools, and data science initiatives.

Our team includes a range of data engineers, software engineers, data architects, and data-centric business analysts, with a heavy focus on cloud-driven "big data" projects. Some team members provide knowledge and support over our traditional data warehouse applications, building upon these environments with SQL and traditional ETL methods, while our newer cloud-based applications leverage Python, Spark, and Scala. Our newest technology addition expands our data models via Snowflake, bringing the best of cloud scale and compute capabilities, along with long-lived data engineering practices.

Our stack:

AWS, Snowflake, Oracle, MySQL, Python, Git, Tableau, SAP Business Objects, Informatica.

In this role:

• You will respond to incoming tickets in ServiceNow, Teams, emails or calls to provide immediate resolution or perform additional research and escalate issues for resolution.


• You will analyze issues and develop checklists for typical problems.


• You will document all issues and resolutions in ServiceNow.


• You will set clear and reasonable expectations of resolution and time and will escalate to a member of the Data Engineering team if needed.


• You will coordinate work requests with internal customers to support daily operations and projects, handling questions, issues, and scheduling. You will ensure a high level of customer satisfaction.


• You will identify and implement quality, process, and service improvements.


• You will analyze, understand, and translate business needs into technical configurations that administrators and developers can use as guidelines for configuration and/or programming work.


• You will share problem resolutions and unique cases with the team to add to the information knowledge base.


• You may be involved in data development activities when required.


• You will participate in weekly on-call rotation.

What you will need to succeed:

• You have a good understanding of database technologies such as Snowflake, Oracle, PostgreSQL, and MySQL.


• You can write SQL queries.


• You understand data warehousing solutions.


• You have experience with logging and resolving tickets in a ticketing system.


• You excel at customer service, have strong interpersonal skills, good telephone etiquette and can maintain a high level of customer trust and confidence.


• You truly enjoy helping people.


• You are good at organizing your work and managing time.


• You have excellent analytical and problem-solving skills.


• Verbal and written communication skills.


• You can work both individually and as a team player.

Why IDEXX

We're proud of the work we do, because our work matters. An innovation leader in every industry we serve, we follow our Purpose and Guiding Principles to help pet owners worldwide keep their companion animals healthy and happy, to ensure safe drinking water for billions, and to help farmers protect livestock and poultry from disease. We have customers in over 175 countries and a global workforce of over 9,000 talented people.

So, what does that mean for you? We enrich the livelihoods of our employees with a positive and respectful work culture that embraces challenges and encourages learning and discovery. At IDEXX, you will be supported by competitive compensation, incentives, and benefits while enjoying purposeful work that drives improvement.

Let's pursue what matters together.

IDEXX values a diverse workforce and workplace and strongly encourages women, people of color, LGBT individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.

IDEXX is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition, or any protected category prohibited by local, state, or federal laws.

#LI-IT