Job Description

Job Summary

Overview of the Role

As a Spotfire Support Specialist for the pharmaceutical industry, you will ensure the operational stability of Spotfire analytics solutions. Your focus will be on incident management, dashboard troubleshooting, and maintaining high availability of analytics platforms for pharma clients.

Detailed Responsibilities

• Provide support for Spotfire dashboards, reports, and server environments, ensuring high availability.
• Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
• Monitor Spotfire server health using Dynatrace and BigPanda, identifying performance issues.
• Troubleshoot report failures, data connectivity issues, and visualization errors.
• Collaborate with Spotfire developers to escalate complex issues and coordinate fixes.
• Document known issues, troubleshooting procedures, and user guides in Confluence.
• Track support tickets in JIRA, ensuring SLA compliance and timely resolution.
• Perform routine maintenance and basic automation using shell scripts.
• Coordinate with infrastructure teams for AWS/Azure-related issues.
• Provide user support and assist with basic Spotfire queries.

Key Responsibilities

1. To maintain existing features, troubleshoot bugs , resolve ad-hoc requests and provide support for enhancement (major and minor) /new developments based on business/ client requirements as well as from the functional and technical team of HCL on the project.
2. To provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements as well as keeping track of schedule for on time delivery of assigned tasks as per the defined quality standards.
3. To perform activities related to enhancement creation of documents for CMMi and client requirements
4. To provide technical guidance to junior developers
5. To interact with the customer and internal teams to gather requirements for development purposes.

Skill Requirements

Skill Requirements

• Bachelor's or Master's degree in Computer Science, Information Technology, Life Sciences, or a related field.
• 2+ years of experience in BI application support or IT operations.
• Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
• Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
• Experience with JIRA for ticket management and Confluence for documentation.
• Basic shell scripting skills for automation.
• Foundational knowledge of AWS and Azure cloud platforms.
• Basic understanding of Spotfire and data visualization concepts is a plus.
• Excellent problem-solving, communication, and stakeholder management skills.
• Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.

Other Requirements

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