What are the responsibilities and job description for the Data Support Analyst Lead position at Koch Business Solutions, LP?
Your Job
The Data Support Analyst Lead will be responsible for assisting users in leveraging the DMET (Data Management, Enablement and Transformation) team products to derive value. This includes providing level 2 to 3 issue support and triage, establishing best practices for product support, and providing leadership to other support analysts on the team. This role ensures product and tools are well documented, and such documents are available to users. This will be a customer-facing role and will be the first point of contact for most customer inquiries.
Our Team
The DMET (Data Management, Enablement and Transformation) team is focused on developing a long-term sustainable capability utilizing data and technology to transform finance. This includes a diverse group with multiple teams focused on data platform technologies, specific data products, and transformation with an emphasis on data security. Our strategy will empower the finance and tax organizations to create superior value while consuming few resources, unlocking analytical capabilities, mitigating risk, and meeting ever-changing regulatory requirements.
This role can be located in Wichita, KS / Atlanta, GA / Plano, TX and requires an in office presence with flexibility
This role is not eligible for VISA sponsorship
What You Will Do
- Provide leadership to the support capability across multiple products. Own day-to-day triage and escalation processes, build and maintain reporting and dashboards, define and institutionalize support best practices, and mentor the support analyst team to deliver timely, high-quality customer outcomes.
- Triage incoming incidents, manage escalations, coordinate cross-functional responses, and ensure SLAs are met.
- Build, maintain, and automate dashboards and reports for stakeholders.
- Define and document support best practices: standard operating procedures and knowledge base content. Capture themes for user inquiries and create FAQ documentation.
- Establish, monitor, and report KPIs to track user patterns and support performance; use data-driven insights to recommend process and training improvements.
- Act as a product-team member: stay current on enhancements and releases, build domain knowledge, and collaborate with cross product teams.
- Own end-to-end ticket lifecycle for multiple products-triage and prioritize issues, route to the appropriate teams, deliver timely status updates and customer communications, and maintain well-defined escalation procedures.
- Drive continuous improvement initiatives to reduce time-to-resolution and volume of repetitive issues.
Who You Are (Basic Qualifications)
- Demonstrated customer and technical support experience in a lead or supervisory role
- Proven experience supporting multiple products concurrently.
- Proficient with ticketing systems (ServiceNow, Azure DevOps, etc.) and incident management workflows.
- Strong analytics and reporting skills; experienced in creating dashboards and operational reports that drive decisions.
- Track record of defining standard operating procedures, and knowledge-base content to improve consistency and enable selfservice.
- Excellent written and verbal communication; experienced interfacing with product, engineering, and customers and leading during highseverity incidents.
What Will Put You Ahead
- Experience in data or analytical teams.
- Experience in tax, accounting, business analytics, or a related domain.
- Proficiency with data-prep and BI/visualization tools (e.g., Alteryx, Tableau, Sigma Computing, etc.).
- Handson experience with data integrations, APIs, and ETL pipelines; familiarity with enterprise datawarehouse design (dimensions, fact tables, ETL jobs).
- Practical experience with Agile methodologies (Scrum, Kanban, Release Train).
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Hiring Philosophy
All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.
Who We Are
Koch creates and innovates a wide spectrum of products and services that make life better. Our work spans a vast number of industries across the world, including engineered technology, refining, chemicals and polymers, pulp and paper, glass, electronics and many more. Headquartered in Wichita, Kansas, Koch employs about 120,000 employees across the globe.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Our Benefits
Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
Equal Opportunities
Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aqui, or tu).
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