Data Analyst

Innovatia Technical Services Inc. (ITSI) is an industry-leading technology outsourcing support provider with expertise in the telecommunications industry. Operating for over 20 years, we specialize in workflow and knowledge processes, as well as technical support, helpdesk and multilingual support services. With over 300 professional experts across the globe, we service some of the worlds’ most successful Fortune 500 and Fortune 1000 companies.

We are seeking an experienced and dynamic Data Analyst to join our team. The ideal candidate will have over 4 years of experience in technical support, team leadership, and data analysis using MS SQL, Power BI, Excel, Python/Pandas, and other related tools. The role requires a blend of technical problem-solving, customer service, and leadership abilities to drive process improvements and ensure the team delivers high-quality support to internal and external stakeholders.

Key Responsibilities

• Data Management & Reporting: Oversee the generation of monthly and quarterly reports using tools like JIRA and track daily worklogs to ensure team resources are effectively utilized.
• Process Improvement: Develop and maintain Standard Operating Procedures (SOPs) to streamline workflows, ensuring best practices are consistently followed.
• Technical Troubleshooting: Provide proactive technical support, bug fixes, and root cause analysis, including resolving complex issues related to networking, desktop support, and proprietary software integration.
• SQL Querying & ETL: Manage database access and ETL processes by executing SQL queries, ensuring data extraction, transformation, and loading is performed efficiently.
• Data Analysis: Utilize tools such as Power BI, MS Excel, and Python (Pandas) to analyze customer data trends and create actionable insights for process improvement.
• Networking: Diagnose network-related issues and ensure smooth system performance, including working with TCP/IP and SFTP/FTP servers.
• Customer Service: Ensure an excellent customer experience by coordinating with internal stakeholders and solving technical issues with clarity for non-technical users.
• Stakeholder Management: Coordinate with various teams (including EHR vendors) for onboarding and managing system integrations.
• Team Leadership: Lead a team of technical support analysts, set goals, and provide guidance to optimize performance and productivity.
  
  

Key Requirements

• Experience: 4 + years in technical support or data analysis roles, with experience in team leadership.
• Technical Expertise:
• Proficiency in MS SQL, MS Power BI, Excel, Python/Pandas.
• Experience with RDBMS, SFTP/FTP servers, and file formats such as CSV, HL7, JSON.
• Knowledge of TCP/IP networking and troubleshooting technical issues.
• Exposure to GCP or Azure is preferred.
• Customer-Focused: Strong problem-solving skills with a focus on customer satisfaction and technical issue resolution.
• Leadership Skills: Proven experience in leading teams, mentoring, and driving performance improvements.

Communication: Ability to communicate technical issues clearly to non-technical stakeholders

Qualifications

• Certification in Data Analysis or related field.
• Experience in managing technical teams or large-scale projects.
• Prior experience with EHR systems and working knowledge of healthcare data standards.
  
  

Benefits At Innovatia

• Comprehensive Health Insurance policy
• Employee Wellness Program with focus on mental health
• Robust reward and recognition programs
• Company incentive programs offered.
• Attractive leave policy: Holiday Leave, Maternity Leave, Paternity Leave, Birthday leave, Bereavement Leave and Paid Leave for personal time off
• Ample growth and learning opportunities.
• Remote work opportunities
• Focus on work/life balance.
• Immigration Program supporting immigration to Canada for eligible employees.
  
  

We thank all candidates for their interest, however, only those selected for an interview will be contacted.

Innovatia is an equal opportunity employer.

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