Your role:

We are looking for analytical candidates with solid technical aptitude to join our bright, diligent and dynamic team. As the Data Services Systems Analyst, you will carry out the technical implementation of all Data Services' Import requests, in addition to supporting the daily processes and business operations of our fast-paced organization. The Data Services Systems Analyst will focus on the backend operations and escalation of all customer-facing systems related issues within Data Services to ensure proper facilitation and completion of Import case queue of Client historical archives being ingested into Global Relay's archives. You will play a critical role in proposing solutions, testing new features and contributing to the development of internal products.

The Data Services team provides audit, eDiscovery, and data migration support to our global customer base. The team is a specialized professional services department that delivers service and industry expertise on audit, legal eDiscovery, and data management related inquiries.

Are you up for the challenge?

Your responsibilities:

Review, validate, approve and complete Data Service requests, according to departmental SLAs
Act as a customer liaison to Development and Operation teams, escalating bugs, system failures and data issues as necessary
Provide accurate completion timelines and project milestone estimates, and deliver accordingly
Provide archive information and support to customer-facing teams across the business
Demonstrate problem-solving and resourcefulness that deliver results for the customer
Communicate (verbal \& written) technical explanations effectively to a non-technical audience
Actively guide and provide support to the Data Services team when they call for help
Maintain and adhere to information security standards and protocols, as directed by Global Relay's Information Security Policies
Understand the importance of quality control, information integrity, completeness and accuracy of data

Technical:

Run/write PosgresQL (or SQL similar) queries for custom reporting and troubleshooting purposes
Build scripts/macros to automate or increase efficiency for data processing
Perform A9 archive changes (legal holds, flagging rules etc.)
Investigate and troubleshoot product, system and data errors
Participate in internal product testing and QA as needed

Administrative:

Maintain detailed case documentation and perform customer request tracking
Perform case management using a ticketing system including: creation, action and closure of assigned import tickets
Generate processing logs and summary reports for customer review and verification
Research and document internal processes and industry knowledge on an ad hoc basis
Contribute to the maintenance of workstations and Windows servers

Management Support:

Provide the Data Services Team Leads with recommendations for policy and procedural improvements
Assist with cross-company issues and troubleshooting
Support Management with completion of ad-hoc tasks and projects

Case Management:

Archive 9 Data Export Queue Management
Archive 9 Archive Query Requests
Archive 9 Legal Hold and Flagging Requests
Archive 9/Archive 10 Data Import and Migration Requests

Project Management:

Complete data investigation and project coordination in collaboration with Data Services Specialist as needed
Liaise with internal teams and stakeholders on operational issues
Provide basic Project Management in support of larger/more complex requests

Leadership, Coaching \& Mentoring:

Train and mentor new hires; review and shadow new hire's work to ensure quality

About you:

Post-secondary education or relevant work experience
1-3 years in a technical support role or equivalent work experience
Strong written and verbal communication in English
Experience in Microsoft Office, specifically Excel and Outlook
Technical/desktop troubleshooting skills and computer proficiency
Logical, methodical and predictable in their work
Self-starter with the ability to work independently under minimal supervision
Exceptional organizational and problem-solving skills with proven accuracy and attention to detail
Ability to meet strict deadlines, while balancing multiple tasks or projects
Demonstrates technical aptitude and an appetite for continuous learning

Working conditions:

Prepared to work evening/weekend shifts on occasion, for scheduled activities or to meet project deadlines.
Prepared to work statutory holidays as needed
Repetitive work required

GlobalRelay

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