Client Operations Analyst II
Are you a technical problem-solver with a passion for data integrity, and proactive client support? Join the Client Operations team at NLP Logix, where we turn data into real-world solutions across industries.
We're looking for a Client Operations Analyst II—a strategic, inquisitive, thinker with a knack for root cause analysis, technical leadership, and automation. If you're driven by problem-solving and thrive in a collaborative, fast-paced environment, this role is for you.
The Client Operations Analyst II will operate as a senior-level contributor within the Client Operations Team, reporting to the Client Operations Team Lead. This role requires a strategic thinker and experienced technical problem-solver, capable of owning critical support initiatives for complex client solutions. The ideal candidate will bring strong leadership in diagnostics, data management, and support innovation, playing a key role in enhancing the client experience and the performance of deployed solutions.
What you will do:
- Serve as Tier 2 escalation support for complex technical issues related to RPA, application development, analytics, data capture, and modeling solutions.
- Act as a technical lead on solution health reviews and long-term optimization strategies.
- Perform deep-dive root cause analysis and propose systemic improvements based on findings.
- Lead efforts to design, implement, and maintain support automation including custom logging, alerting, and resolution scripts.
- Collaborate with Product and Engineering teams to recommend changes that prevent future incidents and reduce technical debt.
- Lead and execute critical maintenance tasks and oversee high-impact client data migrations or updates.
- Develop and implement robust ETL solutions using scripting languages and database tools across varied sources.
- Create detailed data integrity and health reports to proactively identify and resolve quality concerns.
- Own and lead P1 bridgeline incident communications as needed, ensuring client and internal alignment.
- Lead the mentoring and technical training of Client Operations Analysts I and Specialists, including authoring technical documentation and support playbooks.
- Work cross-functionally with QA and Engineering teams to implement effective testing and triaging protocols for issues and tasks.
- Review and approve the technical implementation of SQL and Python-driven remediation tasks and bulk updates.
- Complete root cause analysis for active/recently solved issues to identify problems or changes needed within a solution.
- Manage support tickets with a focus on quality documentation and clarity of action taken for future references.
What you bring:
- Bachelor’s degree in Computer Science, Engineering, or a related field with 2 years of professional experience, or 4–6 years of hands-on experience in enterprise software support.
- Strong proficiency in Microsoft SQL and NoSQL databases, including advanced scripting, query optimization, and data modeling.
- Demonstrated experience managing support for solutions hosted on Microsoft Azure (VMs, Storage, Insights, SQL, etc.).
- Expertise in scripting languages such as Python, and experience in ETL design, stored procedures, and automated jobs.
- Familiarity with .NET, C#, JavaScript, or other backend development tools is preferred.
- Experience with application performance monitoring tools, including Azure Monitor, App Insights, and custom telemetry dashboards.
- Strong understanding of ITIL concepts; certification preferred or required within 6 months of employment.
- Proficiency in data visualization tools (e.g., Power BI, Tableau) and ability to deliver clear analytical insights.
- Proven ability to lead initiatives and mentor peers while maintaining an organized and methodical problem-solving approach.
- Excellent verbal and written communication skills tailored for both technical and non-technical audiences.
- Strong attention to detail, time management, and ability to manage multiple high-priority issues simultaneously.
- Willingness to quickly learn systems required to complete the job (Teams, JIRA, Zendesk, Confluence, custom software solutions, etc.) and evolving support processes.
Our Values
NLP Logix believes “Data Science is a Team Sport.®” and encourages a spirit of cooperation and fosters an environment of professional growth where employees can exercise their leadership ability, creativity, technical competence, with an overall focus in helping NLP Logix fulfill its mission.
NLP Logix is an equal opportunity employer committed to establishing a diverse workforce.
