Matillion is The Data Productivity Cloud.
We are on a mission to power the data productivity of our customers and the world, by helping teams get data business ready, faster. Our technology allows customers to load, transform, sync and orchestrate their data.
We are looking for passionate, high-integrity individuals to help us scale up our growing business. Together, we can make a dent in the universe bigger than ourselves.
With offices in the UK, US and Spain, we are now thrilled to announce the opening of our new office in Hyderabad, India. This marks an exciting milestone in our global expansion, and we are now looking for talented professionals to join us as part of our founding team.
We are now looking for Senior Service Desk Analyst to join #Team Green
Role Purpose
Matillion has a SaaS first approach with a diverse set of technology stacks across multiple pillars. As part of the Security & IT function, this role will be responsible for supporting the day to day operations and management of the Matillion user base.
The Senior Service Desk Analyst plays a vital role in supporting our internal user base to respond, triage and provide technical support and assistance to end-users within Matillion. Along with this, the role holder will be involved with implementing projects to facilitate growth of business operations and processes. They will also be updating documentation, knowledge base articles, mentoring and supporting Service Desk Analysts in resolving complex issues.
This role will help drive improvements within the business, while ensuring a high standard of support is maintained throughout.
What will you be doing?
Within your role, you will be expected to:
First Escalation Point: Serve as the first escalation point for technical queries and engage in customer facing stakeholder support.
Mentoring: Lead and Mentor a team of Service Desk Analysts to triage, resolve and continual improvement around incoming tickets. Including KB creation etc.
Trend Analysis: - Be able to analyse trends in tickets coming in, recognising underlying problems that are creating recurring incidents and also monitoring of systems to recognise trends.Incidents, Service Requests, Change Requests, Problems and Events.
End User Device Triage: Diagnose and troubleshoot technical problems in both Windows and MacOS, utilising a combination of knowledge bases, documentation, and your own expertise to resolve issues promptly. This will also utilise the corresponding MDM platforms to troubleshoot and remediate where possible, using policies within Jamf, Crowdstrike and Microsoft InTune.
Incident Management: You would be expected to manage incidents reported by users, ensuring that they are logged, managed and utilise a combination of knowledge bases, documentation, and your own expertise to resolve within agreed-upon service level agreements (SLAs). You may even be expected to Manage a Major Incident in the absence of Management.
Saas Management: Understand and administer core SaaS platforms such as GSuite, Zoom, Slack and Atlassian (and many more!) to include users and configuration management, licensing and auditing.
Compliance and Governance: Ensure our fleet of user devices, networking equipment and other hardware are managed in-line with compliance and governance policies. This is through the whole asset lifecycle from procurement to disposal.
User Provisioning: Work closely with our PeopleOps team to onboard and offboard users as they join or leave the organisation. This can also include basic training and guidance to users on IT tools, systems, and best practices to help prevent recurring issues and improve user proficiency.
Vendor / Supplier Management: Work with externally contracted companies to provide IT systems integration and support to all Matillioners and our Network Infrastructure using Cisco Meraki.
Communication: Be able to communicate clearly and effectively with end-users throughout the incident resolution process, providing status updates and ensuring that users are informed about progress and expected resolutions. You must also have clear and professional communication with any vendors and suppliers, acting as the face of Matillion.
Documentation: Maintain accurate documentation of incidents, solutions, and troubleshooting procedures to build a knowledge base that can be referenced by other analysts and used for training purposes.
Reporting - Be able to produce reporting from ITSM solutions to outline SLA and Key Metrics statistics for Senior Management if required.
Continuous Improvement: At Matillion we work within the ITIL Framework, we are a dynamic, thriving and continually growing company. Therefore we all have to continually adapt and improve our processes and ways of working. You would need to have a mindset around innovation, automation and optimisation. Throughout your work, you would be expected to continually look for ways that we can improve on incumbent processes and procedures.
What are we looking for
Technical / Role Specific
- Experience working across multiple operating systems such as MacOS, Windows and even Linux
- Having some familiarity with command line in Terminal for MacOS or Command Prompt in Windows.
Essential
- 3+ years Experience on a Service Desk or Service Delivery facing environment
- Experience with MacOS and Windows
- Experience with Networking Protocols
- Experience with ITSM toolsetsExperience with EDR tools such as Crowdstrike
- Experience with project methodologies such as Prince2
- Experience with SaaS Software Models and Consumption Models
- Good Experience with SLA’s, KPI’s and Metrics for Service Delivery
- Confident with Vendor and Third Party relationship management.
- Confident with engaging and communicating with users and stakeholders
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Matillion has fostered a culture that is collaborative, fast-paced, ambitious, and transparent, and an environment where people genuinely care about their colleagues and communities.
Our 6 core values guide how we work together and with our customers and partners. We operate a truly flexible and hybrid working culture that promotes work-life balance, and are proud to be able to offer the following benefits:
- Company Equity
- 25 days holiday + bank holidays
- 5 days paid volunteering leave
- Enhanced parental leave policies
- MacBook Pro
- Access to various tools to aid your career development
More about Matillion
Thousands of enterprises including Cisco, DocuSign, Slack, and TUI trust Matillion technology to load, transform, sync, and orchestrate their data for a wide range of use cases from insights and operational analytics, to data science, machine learning, and AI.
With over $300M raised from top Silicon Valley investors, we are on a mission to power the data productivity of our customers and the world.
We are passionate about doing things in a smart, considerate way. We’re honoured to be named a great place to work for several years running by multiple industry research firms.
We are dual headquartered in Manchester, UK and Denver, Colorado.
We are keen to hear from prospective Matillioners, so even if you don’t feel you match all the criteria please apply and a member of our Talent Acquisition team will be in touch. Alternatively, if you are interested in Matillion but don't see a suitable role, please email talent@matillion.com.
Matillion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all of our team. Matillion prohibits discrimination and harassment of any type. Matillion does not discriminate on the basis of race, colour, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.
