Client Operations Analyst

Jacksonville, FL / Full-time / Onsite

NLP Logix is recruiting for a Client Operations Analyst to join its growing team of IT and Business professionals. This position is for a full-time employee, and will be based out of Jacksonville, FL.

NLP Logix is a Data Science product and services company based in Jacksonville, FL that specializes in AI Solution Development, Machine Learning, and Advanced Analytics for a variety of use cases, industries, and customers across the United States.

NLP Logix strives to deliver an exceptional customer experience through cutting edge technology offerings, creative custom problem solving, and rapid delivery of our modeling assets to meet our customers’ needs.

The Client Operations Analyst will work on our Client Operations Team under the general direction of the Client Operations Team Lead. The ideal candidate will be data-centric, diligent in his/her desire to solve complex problems and will be passionate about continually improving the client experience for ongoing solution support. 

Essential functions and responsibilities

• Assist with Tier 2 advanced troubleshooting for issues as it relates to new deployments and ongoing solution support for our RPA, application development, analytics, data capture, and modeling solution types
• Capable of establishing a solution to a problem, outside of predefined steps or approaches
• Interact with internal and external stakeholders to drive issue resolutions and ongoing continual service improvement
• Root cause analysis for active issues and recently resolved issues to identify the root cause problems or changes needed within a solution
• Proactively remediate and troubleshoot urgent solution processing and data issues that impact our client’s business
• Problem management and ongoing identification and implementation of support optimizations (e.g., improved logging, additional alerting, automated resolutions, etc.)
• Assist with advanced required maintenance tasks as part of supporting our client solutions
• Perform ETL (extract, transform and load) on data sets from varied sources
• Communicate analytics directly with the NLP Logix team and clients in a way that speaks to their core needs
• Complete data quality checks as part of deployment health monitoring and ongoing quality assurance, primarily through SQL queries for Cosmos and SQL databases
• As needed when the Client Operations Team Lead or Client Operations Manager is unavailable, provide ownership of the NLP Logix P1 bridgeline process and communications
• Create and execute bulk data updates and stored procedures as approved by the Development team and Client for issue remediations
• Provide mentoring to more junior Client Operations team members as it relates to advanced troubleshooting techniques and steps, including creation of articles to transition tasks or issue resolutions to more junior Client Operations team members
• Shadow the NLP Logix Development team and QA team as part of ongoing knowledge transfer, to identify improved troubleshooting and data QA methods, and to reduce internal escalations of support issues
• Maintain status updates and document incident remediation steps as part of tickets within the NLP Logix Support ticketing system. 
• Thoroughly document the problem-solving process, including all successful and unsuccessful decisions made, and action taken, through to resolution

Qualifications

• Bachelor’s degree, preferably in Computer Science, Engineering, or another relevant field or at least 3-5 years of experience supporting enterprise software
• ITIL certification preferred, but not required (required within 6 months of starting full-time employment with the Client Operations team)
• Ability to understand the underlying data structures for complex systems and business processes, and ability to articulate this information to technical and business stakeholders
• Demonstrated experience in handling Microsoft SQL and NoSQL data sets and interacting with relational databases
• Preferred experience with writing intermediate SQL queries and python scripts, data shaping, munging, and bulk updates (ETL, stored procedures, etc.)
• Experience with basic troubleshooting for Microsoft Azure technologies (e.g., VM’s, Storage, Databases, Azure Insights)
• Preferred exposure to .NET (C# Language), JavaScript, MS Azure, MS SQL Server, Oracle, Python Language
• Aptitude to learn monitoring and analyzing application performance using Azure Monitor and App Insights
• Experience with data visualization software such as Tableau and Power BI (preferred)
• Strong technical, analytical, and problem-solving skills
• Strong active listening skills with a patient and thorough approach to critical thinking
• Strong writing skills with attention to grammar
• Ability and desire to drive change through high-energy, can-do attitude, comfortable working in a high-performance, entrepreneurial, open-door environment
• Ability to work autonomously after receiving direction on a task
• Ability to present ideas in user-friendly language and ability to apply diagnostic utilities to aid in troubleshooting
• Ability to conduct research into a wide range of computing issues as required
• Ability to absorb and retain information quickly
• Attention to detail / detail-oriented
• Ability to track and maintain progress of tasks
• Must have a positive attitude as a team player in a collaborative setting 
• Willingness to quickly learn technology and systems required to complete the job (Teams, JIRA, Zendesk, Confluence, custom software solutions, etc.) 

Our Values

NLP Logix believes “Data Science is a Team Sport.®” and encourages a spirit of cooperation and fosters an environment of professional growth where employees can exercise their leadership ability, creativity, technical competence, with an overall focus in helping NLP Logix fulfill its mission.

NLP Logix is an equal opportunity employer committed to establishing a diverse workforce.

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