ETL Data Analytics - Matillion

POSITION OVERVIEW :

ETL Data Analytics - Matillion

Location: San Diego, CA

POSITION GENERAL DUTIES AND TASKS :

Key Roles and Responsibilities:

• • Act as the primary onsite point of contact for Analytics, BI, ETL and MDM production support.
  • Lead support activities across Matillion, Cognos, Power BI, Tableau and MDM platforms.
  • Coordinate between end users, business stakeholders, offshore support teams, infrastructure, database, cloud and application teams.
  • Own daily operational health and ensure critical issues receive appropriate attention.
  • Conduct daily support reviews covering open incidents, aging tickets, SLA risks, production failures and business-impacting issues.
  • Provide clear ownership and escalation paths for production issues.
  • Ensure effective handoffs between onsite and offshore teams.
  • Participate in major incident and business-critical production issue management.
  • Serve as the first escalation point for business users experiencing analytics or reporting issues.
  • Understand the user's business impact rather than treating requests purely as technical tickets.
  • Maintain proactive communication with users throughout the ticket lifecycle.
  • Set realistic expectations regarding investigation and resolution timelines.
  • Confirm resolution with users before closure where appropriate.
  • Identify recurring user issues and develop FAQs, knowledge articles, training material and self-service guidance.
  • Conduct periodic user feedback sessions to identify service improvement opportunities
  • Own and monitor service-level performance for the Analytics support function.

  
  Required Skills:

  • 5+ years of production/application support experience in enterprise Analytics environments.
  • 5+ years of working experience in Matillion, Cognos, Power BI, Tableau and MDM.
  • 5+ years of experience in BI reporting, ETL/ELT, data warehouses and data integration.
  • 2+ years of working experience in any cloud analytics environments such as AWS, Azure, Snowflake or equivalent platforms.
  • 3+ years of experience in incident, problem, request and change-management experience.

  Additional Skills:

  • Understanding of ITIL-based service-management practices.
  • Minimum 3 years of experience experience with ticketing/service-management platforms such as ServiceNow, Jira Service Management or equivalent.
  • Strong SLA and KPI management skills.
  • Ability to manage P1/P2 incidents and executive/business escalations.
  • Strong analytical and troubleshooting skills.
  • Excellent written and verbal communication.
  • Minimum 3 years of experience coordinating onsite/offshore delivery teams.
  • Ability to translate technical issues into understandable business communication.