About this role
Innovation starts from the heart. At Edwards Lifesciences, we are dedicated to developing ground-breaking technologies with a genuine impact on patients' lives. At the core of this commitment is our investment in cutting-edge information technology, enabling our global teams to collaborate, operate efficiently, and advance our patient-focused mission.
As part of our IT team, your expertise will help deliver reliable, customer-focused support for Edwards' global Data & Analytics platforms. We are seeking a Data Service Excellence Specialist to provide Level 3 support, access governance, incident resolution, user guidance, and operational coordination across Power BI, Qlik, Snowflake, and related services. This role is a hands-on escalation and resolution point that works directly with business users and partners with deeper platform and engineering specialists when a change to the underlying product or platform is required.
How you will make an impact
• Provide Level 3 functional and technical support for Data & Analytics platforms, including Power BI, Qlik, Snowflake, and related services, resolving complex incidents and requests within the role’s area of expertise.
• Investigate incidents and service requests by gathering evidence, reproducing issues, analyzing business impact, troubleshooting root causes, implementing appropriate resolutions, and documenting outcomes.
• Own access requests and provisioning activities while ensuring alignment with security, governance, compliance, and segregation-of-duties requirements.
• Act as the escalation point for front-line and offshore support resources, validating prior troubleshooting, improving escalation quality, and engaging platform engineering or product teams only when deeper code, infrastructure, or design changes are required.
• Monitor, prioritize, and coordinate incident and request workloads through ServiceNow, Jira, and established service management practices, with clear communication through resolution.
• Serve as a liaison among business users, technical teams, and Pune-based or offshore support resources to maintain effective communication and dependable service delivery.
• Coordinate day-to-day operational activities across distributed support resources, including work prioritization, knowledge transfer, onboarding, and readiness for new or changing services.
• Create, maintain, and improve knowledge articles, FAQs, runbooks, support documentation, onboarding materials, and operational procedures.
• Coach support team members on troubleshooting methods, platform knowledge, service standards, and effective customer communication without direct people-management responsibility.
• Analyze recurring incidents and support trends, perform root cause reviews, and recommend or implement improvements that reduce repeat demand and improve the user experience.
• Support training and enablement for analytics users and new support team members across technical and non-technical audiences.
What you will need (Required)
• Bachelor's Degree in Computer Science, Information Technology, or a related field and a minimum of 4 years of relevant experience in data and analytics support, business systems analysis, application support, or a related role; or a Master's Degree and a minimum of 2 years of related experience.
• Hands-on experience supporting analytics platforms, with Power BI experience required and experience with Qlik, Tableau, Snowflake, or comparable platforms strongly valued.
• Experience resolving escalated application or platform incidents beyond basic intake and routing, including root cause investigation, documented resolution, and effective engagement of engineering teams when needed.
• Familiarity with ITIL service management practices, including Incident, Request, and Problem Management.
• Strong analytical, troubleshooting, and problem-solving skills with the ability to interpret incomplete or conflicting information.
• Ability to communicate clearly with technical and non-technical users and manage multiple priorities independently.
• Strong documentation, organization, time management, stakeholder management, and customer service skills.
• Experience coordinating work, knowledge transfer, and operational readiness across geographically distributed teams.
• Ability to facilitate onboarding, training, and knowledge-sharing activities.
• Adhere to all company rules and requirements, including Environmental Health & Safety rules, and take adequate control measures to prevent injuries, protect the environment, and prevent pollution under their span of influence or control.
What else we look for (Preferred)
• Experience working in a global or matrixed environment and coordinating offshore or vendor-based support resources.
• Working knowledge of Snowflake roles and permissions and the ability to use simple SQL queries for investigation.
• Experience with ServiceNow, Jira, GitLab, or comparable service management and version control tools.
• Understanding of data governance principles, analytics workflows, and access-control practices.
• Basic SQL or DAX knowledge, including simple queries, measures, or calculated columns.
• Experience developing runbooks, knowledge articles, support metrics, and service improvement plans.
Additional information
• Works independently on Level 3 support activities with general supervision and applies judgment to select the appropriate resolution or escalation path based on technical findings and business impact.
• May provide functional guidance to lower-level or front-line support personnel while partnering with people managers or vendor leadership on formal people-management matters.
• Travel may be required up to 5%.
Benefits and equal opportunity
Aligning our overall business objectives with performance, we offer competitive salaries, performance-based incentives, and a wide variety of benefits programs to address the diverse individual needs of our employees and their families.
Edwards, Edwards Lifesciences, and the stylized E logo are trademarks of Edwards Lifesciences Corporation or its affiliates. All other trademarks are the property of their respective owners.
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