Customer Support Analyst/DBA

Customer Service Analyst/DBA

Primary functional and technical support to triage issues/requests through PwC ticketing tool (ServiceNow); DBA with ability to create scripts or tasks - such as bash scripts or cloud tasks.

Required Skills:

• ITIL
• SQL QUERIES
• SCRIPTING
• SERVICENOW
• STRONG WRITTEN AND VERBAL COMMUNICATION, PRESENTATION, CLIENT SERVICE AND TECHNICAL WRITING SKILLS
• MS SQL SERVER
• AZURE

Preferred Skills:

• JSON
• POSTGRES
• HIBERNATE
• GITHUB
• MONITORING

Role Description:

Overview:

• The Customer Service Analyst/DBA will use a mix of functional, technical, communication and client service skills to support PwC Products,
• The main job function is to triage Incidents and fulfill Service Requests with a focus on meeting predefined SLOs / SLAs,
• Secondary function will be the ability to create scripts or tasks - such as bash scripts or cloud tasks,
• Additional responsibilities include creation and maintenance of knowledge base articles, supplemental error handling requests, and ensuring appropriate triaging of complex technical issues, driving to service restoration or resolution and escalating as necessary

Minimum Years of Experience:

1-3 year(s) Operations

5+ years DBA

Preferred Fields of Study:

Business Analytics, Business Administration/Management, Economics, Engineering, Computer and Information Science, Management Information Systems

Experience:

• 1-3 years work experience in operations and support of cloud environments with focus on request fulfilment, incident response, escalation procedures and knowledge management while adhering to service-level requirements
• 5+ years experience managing SQL servers with a focus on MS solutions, such as SQL Server and Azure Search. Knowledge of platforms such as Postgres and MySQL is a plus
• Experience creating, maintaining, backing up and restoring data and complete databases
• Ability to design distributed database and manage database synchronization and consistency
• Working knowledge to monitor and optimize database performance and generate recommendations for improvements
• 5+ years creating SQL queries that would include:
• Understanding of SQL syntax and ability to create quality queries for, but not limited to, managing databases, tables, indices, constraints, foreign key constraints, optimizations, stored procedures and JSON data structures,
• Understanding of more complex SQL queries, including inner and outer joins, temporary table use and nested SQL queries
• Ability to create and manage supporting database scripts, such as bash scripts to perform database activities or tasks within a cloud platform.
• Experience with data security and access control, and include knowledge in areas such as salting and hashing, as well as an understanding of MS database security, such as column encryption.