Job Description

Who We Are Looking For

The Data Analyst researches, analyzes, and resolves technical and data-related issues, which are surfaced either via the ticketing queue or through direct interaction with clients and travel agencies. Data includes, but is not limited to, travel data, HR feed data, and site data.

What You Will Work On

• Provide timely and effective data and system support to Crisis24 clients
• Investigate and troubleshoot technical and data issues using available tools, including Crisis24 applications and direct database access
• Identify, document, and resolve recurring issues by recognizing trends and recommending process improvements
• Escalate unresolved or complex issues to appropriate teams in accordance with approved escalation procedures
• Maintain accurate documentation of troubleshooting steps and resolutions in the Crisis24 ticketing system
• Ensure compliance with data security policies and protect client confidentiality, including handling Personally Identifiable Information (PII) securely
• Assist with general administrative duties for the data team
• Assist with managing data integration activities, including:
◦ Client consultations to understand customer needs and use cases
◦ Configuring products according to integration requirements
◦ Documenting integration processes and decisions

Who You Will Work With

This role falls within the Business Integration team, but works extensively with colleagues across the Implementations, Customer Support, Account Management, and Engineering teams.

What You Will Bring

• Problem-Solving: Ability to analyze issues, troubleshoot effectively, and propose solutions
• Attention to Detail: Strong focus on data accuracy and quality assurance
• Communication: Clear written and verbal communication skills to interact with clients and internal teams, with the ability to clearly define technical issue and potential solutions in writing
• Collaboration: Ability to work in a team environment and escalate issues appropriately
• Time Management: Ability to handle multiple tasks, prioritize effectively, and meet deadlines
• Technical Proficiency:
◦ Required - Strong working knowledge of Microsoft Office (Excel, Word, Outlook)
◦ Preferred – exposure to SQL and other database tools
◦ Preferred – exposure to ticketing systems such as Jira
• Capability to effectively coordinate and lead discussions with internal and external clients/travel agencies
• Attention to detail is a must
• Ability to multitask, organize, and document
• Self-starter. Proactive and able to find and complete meaningful tasks in the absence of client demand and without management directive