Chennai, Tamil Nadu
Job Summary
Overview of the Role
As a Google Analytics Support Specialist, you will ensure the operational stability of Google Analytics implementations for pharmaceutical clients. Your focus will be on incident management, tracking troubleshooting, and maintaining accurate analytics data.
Detailed Responsibilities
- Provide support for Google Analytics implementations, ensuring accurate data tracking.
- Manage incidents, service requests, and changes using ServiceNow, following ITIL best practices.
- Monitor tracking health using Dynatrace and BigPanda, identifying data collection issues.
- Troubleshoot tracking code issues, data discrepancies, and integration problems.
- Collaborate with analytics teams to escalate complex issues and coordinate fixes.
- Document known issues, troubleshooting procedures, and configuration guides in Confluence.
- Track support tickets in JIRA, ensuring SLA compliance and timely resolution.
- Perform routine maintenance and validation of tracking implementations.
- Coordinate with web development teams for tag management issues.
- Provide user support and assist with basic Google Analytics queries.
Key Responsibilities
1. To maintain existing features, troubleshoot bugs , resolve ad-hoc requests and provide support for enhancement (major and minor) /new developments based on business/ client requirements as well as from the functional and technical team of HCL on the project.
2. To provide client support by presenting data, information, ticket resolution and day to day support activities like monitoring client requirements as well as keeping track of schedule for on time delivery of assigned tasks as per the defined quality standards.
3. To perform activities related to enhancement creation of documents for CMMi and client requirements
4. To provide technical guidance to junior developers
5. To interact with the customer and internal teams to gather requirements for development purposes.
Skill Requirements
Skill Requirements
- Bachelor's degree in Computer Science, Information Technology, Marketing, or a related field.
- 2+ years of experience in web analytics support or IT operations.
- Strong understanding of ITSM processes (ITIL certified preferred) and experience with ServiceNow.
- Proficiency with Dynatrace, BigPanda, or similar monitoring tools.
- Experience with JIRA for ticket management and Confluence for documentation.
- Basic shell scripting skills for automation.
- Foundational knowledge of AWS and Azure cloud platforms.
- Basic understanding of Google Analytics, Tag Manager, and web tracking is a plus.
- Excellent problem-solving, analytical, and communication skills.
- Exposure to GenAI technologies and Gemini for AI-assisted operations and automation is a plus.
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