Job Summary
As a QlikSense Support Specialist for the pharmaceutical industry, you will ensure the operational stability of QlikSense analytics solutions. Your focus will be on incident management, dashboard troubleshooting, and maintaining high availability of BI platforms for pharma clients.
Key Responsibilities
• Provide support for QlikSense dashboards, reports, and server environments, ensuring high availability.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor QlikSense server health using Dynatrace and BigPanda, identifying performance issues.
• Troubleshoot report refresh failures, data connectivity issues, and application errors.
• Collaborate with QlikSense developers to escalate complex issues and coordinate fixes.
• Document known issues, troubleshooting procedures, and user guides in Confluence.
• Track support tickets in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance and basic automation using shell scripts.
• Coordinate with infrastructure teams for AWS/Azure-related issues.
• Provide user support and assist with basic QlikSense queries.
Skill Requirements
• Bachelor's degree in Computer Science, Information Technology, Data Analytics, or a related field.
• 2+ years of experience in BI application support or IT operations.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic shell scripting skills for automation.
• Foundational knowledge of AWS and Azure cloud platforms.
• Basic understanding of QlikSense, data modeling, and ETL concepts is a plus.
• Excellent problem-solving, communication, and collaboration skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.