Job Description

EXL (NASDAQ: EXLS) is a global data and AI company that offers services and solutions to reinvent client business models, drive better outcomes and unlock growth with speed. Bringing together domain expertise with robust data, powerful analytics, cloud and AI to create agile, scalable solutions and execute complex operations for the world’s leading corporations.

EXL was founded on the core values of innovation, collaboration, excellence, integrity and respect, creating value from data to ensure faster decision-making and transforming operating models. Key industries include Insurance, Healthcare, Banking and Financial Services, Media, and Retail, among others.

Headquartered in New York, our team is over 60,000 strong, with more than 50 offices spanning six continents. For information, visit www.exlservice.com.

Role Title: Technical Trainer / Business Support (Data Platforms)

BU/Segment: Analytics / Data Management / Retail

Location: Leeds, United Kingdom

Employment Type: Permanent

We’re looking for a Trainer / Business Support professional who is passionate about helping users succeed with data platforms. In this customer-facing managed services role, you will enable users through engaging training sessions, high-quality guides, and responsive day-to-day support. Acting as the “front door” for platform knowledge, you will drive adoption of Azure, Databricks, and SQL Server by delivering clear, practical enablement and maintaining an accessible, user-friendly knowledge base.

You will work closely with engineering and operations teams to turn recurring issues into reusable guidance, improve user self-service capabilities, and ensure a consistently high-quality customer experience. This role is ideal for someone who enjoys combining communication, technical understanding, and problem-solving in a fast-paced support environment.

As part of your duties, you will be responsible for:

• Deliver instructor-led and virtual training sessions across Azure, Databricks, and SQL Server for users of varying technical skill levels.
• Create and maintain high-quality documentation including user guides, how-to articles, FAQs, playbooks, and troubleshooting instructions.
• Own and continuously improve the knowledge base, including content quality, structure, tagging, and searchability.
• Provide day-to-day user support by triaging, responding to, and resolving queries via service management processes and tools.
• Diagnose and support common user issues related to data platforms, access, workflows, and usage queries.
• Facilitate enablement activities such as office hours, drop-in clinics, onboarding sessions, and user forums.
• Capture recurring issues and convert them into standardised documentation and knowledge base content.
• Collaborate with engineering and platform teams to identify root causes, improve user experience, and ensure training content is up to date.
• Track and report on support trends, user feedback, training effectiveness, and knowledge base usage; recommend improvements.
• Promote best practices in knowledge sharing, communication, and platform usage across the customer base.

Experience and Education required:

• Bachelor’s degree (or equivalent experience) in IT, Computer Science, Data/Analytics, or a related field.
• 5+ years of experience with at least 2+ years experience in a training, business support, technical support, or customer success role within a technology or data environment.
• Experience working with cloud platforms, ideally Microsoft Azure.
• Working knowledge of SQL Server and strong SQL fundamentals (queries, troubleshooting, interpreting results).
• Experience supporting users in a managed services or operations environment.
• Familiarity with incident/request management and structured support processes.
• Demonstrated ability to explain technical concepts clearly to both technical and non-technical audiences.

Preferred Skills & Experience

• Exposure to Databricks (notebooks, jobs, clusters, permissions, or workflows).
• Experience with knowledge management tools or platforms (e.g. Confluence, SharePoint, ServiceNow KB).
• Strong documentation and content design skills, with the ability to create intuitive, user-friendly materials.
• Excellent communication and presentation skills, including delivering training both in-person and remotely.
• Basic scripting or automation experience (e.g. Python, PowerShell) to support operational efficiency.
• Familiarity with IT service management practices and ticketing tools.
• Relevant certifications such as Microsoft Azure Data Engineer (DP-203) or Databricks certifications.
• A customer-first mindset with strong problem-solving skills and a proactive, continuous improvement approach.

As part of a leading global analytics and digital solutions company, you can look forward to:

• A competitive salary with a generous bonus, private healthcare, critical illness life assurance at 4 x your annual salary, income protection insurance, and a rewarding pension.
• EXL provides everyday financial well-being solutions, such as cash back cards, in which you can earn cashback while enjoying discounts, promotions, and offers from top retailers. We also offer a Cycle Scheme where you can save money on bikes and cycling accessories.
• At EXL, we are committed to providing our employees with the tools and resources they need to succeed and excel in their careers. We offer a wide range of professional and personal development opportunities. We also support a range of learning initiatives that allow our employees to build on their existing skills and knowledge. From online courses to seminars and workshops, our employees have the opportunity to enhance their skills and stay up to date with the latest trends and technologies.
• As an Equal Opportunity Employer, EXL is committed to diversity. Our company does not discriminate based on race, religion, colour, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, age, or disability status.
• EXL employees are eligible to purchase stock as part of our Employee Stock Purchase Plan (ESPP).
• At EXL, we offer a flexible hybrid working model that allows employees to live a balanced, healthy lifestyle while strengthening our culture of collaboration.

To be considered for this role, you must already be eligible to work in the United Kingdom.