Data Support Analyst Lead

Your Job

The Data Support Analyst Lead will be responsible for assisting users in leveraging the DMET (Data Management, Enablement and Transformation) team products to derive value.

This includes providing level 2 to 3 issue support and triage, establishing best practices for product support, and providing leadership to other support analysts on the team.

This role ensures product and tools are well documented, and such documents are available to users.

This will be a customer-facing role and will be the first point of contact for most customer inquiries.

Our Team

The DMET (Data Management, Enablement and Transformation) team is focused on developing a long-term sustainable capability utilizing data and technology to transform finance.

This includes a diverse group with multiple teams focused on data platform technologies, specific data products, and transformation with an emphasis on data security.

Our strategy will empower the finance and tax organizations to create superior value while consuming few resources, unlocking analytical capabilities, mitigating risk, and meeting ever-changing regulatory requirements.

This role can be located in Wichita, KS / Atlanta, GA / Plano, TX and requires an in office presence with flexibility

This role is not eligible for VISA sponsorship

What You Will Do



* Provide leadership to the support capability across multiple products.

Own day-to-day triage and escalation processes, build and maintain reporting and dashboards, define and institutionalize support best practices, and mentor the support analyst team to deliver timely, high-quality customer outcomes.


* Triage incoming incidents, manage escalations, coordinate cross-functional responses, and ensure SLAs are met.


* Build, maintain, and automate dashboards and reports for stakeholders.


* Define and document support best practices: standard operating procedures and knowledge base content.

Capture themes for user inquiries and create FAQ documentation.


* Establish, monitor, and report KPIs to track user patterns and support performance; use data-driven insights to recommend process and training improvements.


* Act as a product-team member: stay current on enhancements and releases, build domain knowledge, and collaborate with cross product teams.


* Own end-to-end ticket lifecycle for multiple products-triage and prioritize issues, route to the appropriate teams, deliver timely status updates and customer communications, and maintain well-defined escalation procedures.


* Drive continuous improvement initiatives to reduce time-to-resolution and volume of repetitive issues.

Who You Are (Basic Qualifications)



* Demonstrated customer and technical support experience in a lead or supervisory role


* Proven experience supporting multiple products concurrently.


* Proficient with ticketing systems (ServiceNow, Azure DevOps, etc.) and incident management workflows.


* Strong analytics and reporting sk...