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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support triage, CRM tools, and data analytics to enhance customer satisfaction and operational efficiency. Proficient in managing service requests, analyzing support trends, and collaborating with cross-functional teams in regulated environments.
Highest-signal resume keywords
Customer Support TriageCRM Platforms (ServiceNow, Salesforce, Microsoft Dynamics, Jira Service Management)Data GovernanceSupport Metrics DevelopmentAgile Methodologies
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportService Desk OperationsData AnalyticsIncident TriageSupport Trend AnalysisLifecycle ManagementAccess ProvisioningOperational DashboardsKnowledge ManagementUser Guide Creation
Soft Skills
Customer-ServiceCommunicationProblem-SolvingStakeholder ManagementDecision-Making
Tools & Technologies
DatabricksAzurePower BIAzure Data Factory
Industry Keywords
Federal GovernmentHealthcareRegulated EnvironmentsEnterprise Technology
Tech Stack
Tools & technologiesAzureCloudServiceNow
About the role
Key responsibilities & impact- Triage customer issues and support data-services and platform-use requests
- Maintain customer support records, histories, status visibility, service requests, and lifecycle-management data
- Track recurring pain points and feed operational insights into improvement backlogs
- Coordinate escalations to Platform, Data, Governance, AI/ML, and Enablement staff
- Support customer satisfaction, support-volume, resolution-trend, and adoption metrics
- Apply customer support triage, CRM/service desk tools, issue trend analysis, stakeholder communication, analytics workflows, and escalation management
- Collaborate with product, engineering, security, governance, quality, and customer-facing stakeholders
- Document work products, decisions, risks, and delivery evidence for traceability and continuous improvement
Requirements
What you’ll need- U.S. Citizenship required due to federal contract requirements
- Must reside in the U.S., be authorized to work in the U.S., and perform all work in the U.S.
- Must have lived in the U.S. for three full years out of the last five years
- Bachelor's degree in Information Systems, Business Analysis, Data Analytics, Service Management, Computer Science, Customer Experience, or related field; or high school diploma with four additional years of relevant experience in lieu of a bachelor's degree
- Minimum 3 years of relevant experience in customer support, service desk operations, customer success, or technical support in cloud, data, analytics, or enterprise technology environments
- Master's degree may substitute for two years of relevant experience
- Experience with customer request and incident triage
- Experience with CRM, ticketing, case management, or service management platforms such as ServiceNow, Salesforce, Microsoft Dynamics, or Jira Service Management
- Experience maintaining customer records, support histories, knowledge articles, service requests, and lifecycle-management data
- Experience analyzing support trends, recurring issues, customer feedback, adoption barriers, and operational pain points
- Experience supporting customer onboarding, service enablement, access provisioning, data-service requests, analytics support, or platform adoption
- Familiarity with Databricks, Azure, Power BI, Azure Data Factory, or similar enterprise technology environments
- Understanding of data governance, data stewardship, access management, and security processes in regulated environments
- Experience developing support metrics, SLA reporting, customer satisfaction reporting, resolution tracking, and operational dashboards
- Experience creating user guides, FAQs, support documentation, training materials, and knowledge-base content
- Experience collaborating with Platform Engineering, Data Engineering, AI/ML, Governance, Product, Security, and customer stakeholders
- Strong customer-service, communication, problem-solving, stakeholder-management, analytical, organizational, and decision-making skills
- Experience supporting Federal government, healthcare, or other highly regulated environments preferred
- Experience working in Agile, cross-functional delivery teams
Benefits
Comp & perks- Equal opportunity employer
- Reasonable accommodations for disabilities, veteran status, and sincerely held religious beliefs
- Benefits information provided under the Transparency in Coverage Act