Job Summary
As a Cognos Support Specialist, you will ensure the operational stability of IBM Cognos business intelligence solutions for pharmaceutical clients. Your focus will be on incident management, report troubleshooting, and maintaining high availability of BI platforms.
Key Responsibilities
• Provide support for IBM Cognos dashboards, reports, and server environments.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor Cognos server health using Dynatrace and BigPanda, identifying performance issues.
• Troubleshoot report refresh failures, data connectivity issues, and scheduling problems.
• Collaborate with Cognos 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 Cognos queries.
Skill Requirements
• Bachelor's degree in Computer Science, Information Technology, 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 IBM Cognos and business intelligence concepts is a plus.
• Excellent problem-solving, analytical, and communication skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.