Job Description

About this Job

As a Support Specialist, you will be responsible for high quality and in-depth technical support to internal and external users of Production systems. You will have exposure to all aspects of our business, as well as an opportunity to learn and work on many different technologies in a multi-tenant, cloud-based environment. You will also have the opportunity to participate in our newest product deployments to clients.

Rationale

This is a fast-paced and exciting role especially as Nielsen introduces many new and innovative solutions.  The Support Specialist role requires you to be ready for anything and to be agile enough to tackle challenges as they come your way.  Being a strong team player is also key as you will need to know when to ask for help and also be willing to jump in when a team member needs a hand.

Responsibilities

• Maintain a working knowledge of Nielsen Client Portal Systems and supported products and technologies
• Fulfill service requests and respond to technical incidents by executing actions based on standard operating procedures
• Prioritize, research, troubleshoot and resolve or escalate technical issues with desired Service Level Agreement (SLA). As needed, identify workarounds and communicate fully and clearly to requestors.
• Provide high-quality service to continually drive towards “first call, first touch” resolution
• Provide meaningful analysis of issues back to users and provide timely update for any on-going problems within SLA timeframes
• Work cross-functionally with the requestor, other support teams, operations, technical delivery teams to resolve issues through root cause analysis and problem management.
• Perform routine smoke testing and participate as requested in system release testing
• Provide consistent and clear updates on tickets in tracking tools (Service Now & JIRA)
• Maintain support documentation - Standard Reporting, Knowledge Base, FAQs, Job Aides
• Ensure compliance to standard Nielsen Practices / Tools (Incident and Problem Management, Change Advisory Board, ServiceNow, JIRA), Technical Support, SQL, Identity Management.

Bachelor's degree in business, computer science, or experience in related field

Describe your perks and culture

About NielsenIQ

NielsenIQ is a global measurement and data analytics company providing the most complete and trusted view of consumers and markets in 90 countries covering 90% of the world’s population. Focusing on consumer-packaged goods manufacturers and FMCG and retailers, we enable customers to defy what’s possible. How? We combine unparalleled datasets, pioneering technology, and the industry’s top talent to create insights that unlock innovation. Join us and change the landscape.

Learn more at: www.niq.com

Want to keep up with our latest updates? Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

NielsenIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us.

We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide.

Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/