Annalect
Analyst, Support
Annalect, Atlanta, Georgia, United States, 30383
About Annalect
Annalect is the Data & Technology arm of Omnicom Media Group
Annalect’s 2,000+ innovators leverage data and technology to help clients across Omnicom build relationships that matter — whether that means fostering consumers’ trust in brands, building new experiences, or delivering advanced analytics where it’s most needed. Annalect is the driving force behind Omni, Omnicom’s unique open operating system, which works hand-in-hand with clients’ and partners’ data and tools, to orchestrate better marketing outcomes.
Annalect’s unique approach to data and technology – one that relies on transparency, neutrality, and interoperability – allows us to deliver purpose-built and scalable solutions that make data actionable. Our advanced teams of product leaders, data scientists, consultants, and engineers enable us to meet the business goals of our internal and external clients.
Team Overview
The Annalect Engineering team is an engaged and innovative group of technologists that includes backend, frontend, full-stack, and data engineers. It is comprised of both onsite and remote team members who are highly collaborative and committed to a culture of work/life balance and continual learning & development.
Position Overview
Annalect is seeking a motivated and dynamic client facing Application Support Analyst to join our technology team in NY or one of our other US offices. In this role, you will be working on supporting multiple applications developed by Annalect Technology team, as well as off-the-shelf tools that we integrated into our ecosystem. As a support SME you will be responsible for managing and resolving Level 2 and 3 incidents, coordinating any Production bugs resolutions or outages with Product and DevOps teams. This position would also be working closely with various internal and external stakeholders to identify gaps in the existing support model and engineer improvements to the existing processes to ensure highest level of customer satisfaction.
Key Responsibilities
Learn the Annalect products and become a SME in product functionality with a deep understanding of the business logic of the toolsManage Atlassian based ticketing system and provide necessary reports for internal and external stakeholdersProvide exceptional customer experience while resolving Level 2 and 3 incidents and troubleshooting/diagnosing customer issuesTroubleshoot and escalate incidents that cannot be resolved by Support team to the appropriate Engineering/Product teamResponsible for improving and expanding internal and external knowledgebase for the supported productsContribute to ongoing improvement of the team's processes, techniques, and solutionsProvide technical guidance, training, and mentorship to the team
Required Skills And Qualifications
3+ years of support experience, with at least 2 years working on supporting cloud-based applications in a client-facing environmentSelf-motivated and action-driven with the ability to take initiative, execute and follow-throughExperience in owning and taking responsibility for complex technical/functional escalationsGood troubleshooting skills, with ability to solve challenging technical problems using various debugging tools (Firebug, HTTPFox, Fiddler, Chrome Dev Console, etc.)Excellent written and verbal communication skillsStrong attention to detail, extremely well-organized and able to deliver against multiple simultaneous tasks with excellenceComfortable working in a fast-paced, start-up like environmentWould be a plus to have experience managing SSO platforms (Okta, Google IDP, Facebook etc.)Experience with databases and using SQL to query dataSome background/understanding of web analytics tool basics: tag, cookies, data attributes, data layer, variables.Hands-on experience with online advertising technology and systems (Google, Amazon, Facebook, et.)
Perks of working at Annalect
Culture! We have an incredibly fun, collaborative environment that encourages engagement and work/life balanceGenerous PTO that includes vacation days, personal days, a fantastic Summer Friday program and extended time off around the holiday season.As part of Omnicom, we have the backing and resources of a global billion-dollar company, but also have the flexibility and pace of a “startup” - we move fast, break things, and innovate.
This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). The Company reserves the right to modify this pay range at any time. For this role, benefits include: health insurance, vision insurance, dental insurance, 401(k), Healthcare Flexible Spending Account, Dependent Care Flexible Spending Account, vacation days, sick days, personal days, paid parental leave, paid medical leave, and STD/LTD insurance benefits.
Compensation Range
$65,000—$75,000 USD
Annalect, a division of Omnicom Media Group is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
Review Our Recruitment Privacy Notice#J-18808-Ljbffr
Annalect is the Data & Technology arm of Omnicom Media Group
Annalect’s 2,000+ innovators leverage data and technology to help clients across Omnicom build relationships that matter — whether that means fostering consumers’ trust in brands, building new experiences, or delivering advanced analytics where it’s most needed. Annalect is the driving force behind Omni, Omnicom’s unique open operating system, which works hand-in-hand with clients’ and partners’ data and tools, to orchestrate better marketing outcomes.
Annalect’s unique approach to data and technology – one that relies on transparency, neutrality, and interoperability – allows us to deliver purpose-built and scalable solutions that make data actionable. Our advanced teams of product leaders, data scientists, consultants, and engineers enable us to meet the business goals of our internal and external clients.
Team Overview
The Annalect Engineering team is an engaged and innovative group of technologists that includes backend, frontend, full-stack, and data engineers. It is comprised of both onsite and remote team members who are highly collaborative and committed to a culture of work/life balance and continual learning & development.
Position Overview
Annalect is seeking a motivated and dynamic client facing Application Support Analyst to join our technology team in NY or one of our other US offices. In this role, you will be working on supporting multiple applications developed by Annalect Technology team, as well as off-the-shelf tools that we integrated into our ecosystem. As a support SME you will be responsible for managing and resolving Level 2 and 3 incidents, coordinating any Production bugs resolutions or outages with Product and DevOps teams. This position would also be working closely with various internal and external stakeholders to identify gaps in the existing support model and engineer improvements to the existing processes to ensure highest level of customer satisfaction.
Key Responsibilities
Learn the Annalect products and become a SME in product functionality with a deep understanding of the business logic of the toolsManage Atlassian based ticketing system and provide necessary reports for internal and external stakeholdersProvide exceptional customer experience while resolving Level 2 and 3 incidents and troubleshooting/diagnosing customer issuesTroubleshoot and escalate incidents that cannot be resolved by Support team to the appropriate Engineering/Product teamResponsible for improving and expanding internal and external knowledgebase for the supported productsContribute to ongoing improvement of the team's processes, techniques, and solutionsProvide technical guidance, training, and mentorship to the team
Required Skills And Qualifications
3+ years of support experience, with at least 2 years working on supporting cloud-based applications in a client-facing environmentSelf-motivated and action-driven with the ability to take initiative, execute and follow-throughExperience in owning and taking responsibility for complex technical/functional escalationsGood troubleshooting skills, with ability to solve challenging technical problems using various debugging tools (Firebug, HTTPFox, Fiddler, Chrome Dev Console, etc.)Excellent written and verbal communication skillsStrong attention to detail, extremely well-organized and able to deliver against multiple simultaneous tasks with excellenceComfortable working in a fast-paced, start-up like environmentWould be a plus to have experience managing SSO platforms (Okta, Google IDP, Facebook etc.)Experience with databases and using SQL to query dataSome background/understanding of web analytics tool basics: tag, cookies, data attributes, data layer, variables.Hands-on experience with online advertising technology and systems (Google, Amazon, Facebook, et.)
Perks of working at Annalect
Culture! We have an incredibly fun, collaborative environment that encourages engagement and work/life balanceGenerous PTO that includes vacation days, personal days, a fantastic Summer Friday program and extended time off around the holiday season.As part of Omnicom, we have the backing and resources of a global billion-dollar company, but also have the flexibility and pace of a “startup” - we move fast, break things, and innovate.
This is the pay range the Company believes it will pay for this position at the time of this posting. Consistent with applicable law, compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living). The Company reserves the right to modify this pay range at any time. For this role, benefits include: health insurance, vision insurance, dental insurance, 401(k), Healthcare Flexible Spending Account, Dependent Care Flexible Spending Account, vacation days, sick days, personal days, paid parental leave, paid medical leave, and STD/LTD insurance benefits.
Compensation Range
$65,000—$75,000 USD
Annalect, a division of Omnicom Media Group is An Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
Review Our Recruitment Privacy Notice#J-18808-Ljbffr