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Data Operations Customer Support Specialist Journeyman
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Full-time
bachelor degree
Posted 14d ago
~40 hrs/week
Responsibilities
The specialist provides technical support for enterprise data services, diagnosing and resolving issues related to data access, quality, and availability. They manage the end-to-end ticket lifecycle and collaborate with engineering teams to improve system reliability and documentation.
Requirements
Candidates must have a bachelor's degree or equivalent experience with 3–6 years in data operations and an active Secret security clearance. Proficiency in ITSM tools and experience with data governance in regulated environments are required.
Full job description
The Data Operations Customer Support Specialist provides technical support for enterprise data services within a highly regulated environment, diagnosing and resolving issues related to data access, quality, and availability. This role manages customer tickets end-to-end, coordinates with data engineering and platform teams on complex incidents, and communicates service disruptions and maintenance activities to stakeholders.
The specialist also develops and maintains knowledge base content, user documentation, and training materials to improve data usability and self-service adoption. This person monitors data service health, analyzes support metrics and customer feedback, and drives continuous improvement through proactive monitoring and participation in change management processes.
Key Responsibilities
Troubleshoot data access, ETL pipeline, and data quality issues across databases, data lakes, and analytics platforms.
Manage incidents and tickets using ITSM tools, including prioritization, SLA adherence, and escalation coordination.
Perform root cause analysis of complex data issues by correlating logs, queries, and system metrics to isolate faults.
Develop and maintain knowledge base content, user guides, and service procedures for recurring data problems.
Monitor and alert on data services using observability tools, interpreting performance metrics and detecting anomalies.
Apply data governance and security practices, including access controls, auditing, and handling sensitive data in a regulated environment.
Collaborate with data engineering and platform teams to resolve defects and improve system reliability and scalability.
Support change management activities, including release readiness, impact communication, and post-implementation validation, while communicating service disruptions and training users on data access methods and best practices.
Required Qualifications
Bachelor's degree or equivalent relevant experience; typically 3–6 years of experience in data operations, technical support, or data platform environments.
Active Secret security clearance and U.S. citizenship required.
Demonstrated experience troubleshooting data access, quality, and availability issues in enterprise or federal IT environments.
Experience with incident and ticket management using ITSM tools, including SLA management and escalation processes.
Working knowledge of data governance, access controls, and auditing practices in regulated environments.
Strong written and verbal communication skills for customer-facing support, documentation, and training delivery.
Preferred Qualifications
Experience with cloud data platforms such as AWS, Azure, or Google Cloud.
Familiarity with SQL and data querying tools for troubleshooting and validation.
ITIL Foundation or similar service management certification.
Prior experience supporting data services in a federal or highly regulated client environment.
Qualifications
Compensation Ranges
Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.
EEO Requirements
It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.
All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.
Physical Requirements
The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.
Disclaimer
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
Related keywords
Data OperationsETLData LakesAnalytics PlatformsITSMSLARoot Cause AnalysisObservabilityData GovernanceAWSAzureGoogle CloudSQLITIL FoundationSecret Security ClearanceFederal IT
ASM Research, an Accenture Federal Services Company, is an information solutions integrator and a leading provider of innovative technology solutions and advanced analytical services for the Federal government. Headquartered in Fairfax, Virginia, ASM has over 30 years of experience providing application, software, system, network, database, and reporting solutions. Our extraordinary commitment and unique insight into clients’ information technology (IT), program management, security, healthcare / medical management, education and training management consistently produce extraordinary results.
We are always seeking quality individuals to join our team. We offer an employee-friendly work environment, outstanding benefits, and a level of stability rarely found in the government contracting world. We have ongoing needs for Web Applications Developers (ASP.Net), SharePoint Developers, Cyber Security Analysts, QA Analysts, Helpdesk Analysts and Oracle DBAs. You can see a full list of our current openings at http://asmr.com/Opportunities.aspx or send your resume to [email protected]. You can also connect with our corporate recruiter, Chris Gibbons, http://www.linkedin.com/pub/chris-gibbons/0/635/213 or Erik Thompson, https://www.linkedin.com/in/erikthompsonitt.
Privacy Policy: https://www.asmr.com/privacy-policy/
Offices: 4050 Legato Road, Suite 1100, Fairfax, Virginia 22033, US · 1777 NE Loop 410, Suite 200, San Antonio, Texas 78217, US
Information TechnologySoftware DevelopmentHelp Desk SupportApplication DevelopmentInformation AssuranceDefense ContractingSystems IntegrationCyber Securityand Healthcare Informatics and TechnologyInformation Technology
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