Enterprise Data Services Specialist

Overview

As part of the Enterprise Services Team, the Data Services Specialist works in collaboration with the Onboarding Team and customer IT resources to migrate legacy communications data, provide guidance on best practices, and drive implementation progress. Data Services Specialists are trusted client advisors and project managers, helping to ensure data migrations from both internal and external legacy client platforms are completed efficiently. The team is available 24×7 for working with customers globally. The Data Services, Project Coordinator participates in the migration of strategic and demanding accounts and guides migration projects to successful completion. The role focuses on day-to-day management of Enterprise Data Services projects for Enterprise-tier customers of Global Relay, including imports, migrations, reporting, and other ad hoc enquiries. Steady-state Enterprise customers requiring additional migration or non-routine Data Services requests will continue to work with Enterprise Data Services Specialists. Working with the Enterprise Services Team, the Data Services, Project Coordinator assists in mentoring internal resources and championing Enterprise Data Services requirements during product development cycles.

Responsibilities

• Provide world class customer service in the deployment of Global Relay services and resolving customer enquiries.
• Build strong relationships with Customers, Partners, and other Global Relay Teams.
• Manage client and internal projects in an efficient and professional manner.
• Handle Enterprise import, migration, retention, and other ad-hoc Data Services requests.
• Write and create scripts and/or macros to aid with import processing, reporting, or other Data Services process steps.
• Provide accurate ETAs based on the volume of requests in the Enterprise Data Services queue.
• Troubleshoot processing errors.
• Ensure any Enterprise Data Services requests or issues raised are addressed in a timely manner, including those that may require development work.
• Ensure overall project objectives or case requirements and target dates are clearly understood, prioritized, and communicated to all teams.
• Coordinate with different customer-facing and development teams to ensure that committed deliverables are on track and delivered to the customer on time.
• Contribute to regular status meetings with the customer to ensure that all outstanding Data Services topics are discussed, updated, and recorded in meeting minutes for customer and internal circulation.
• Ensure all terms and conditions from Order Forms, Contracts, Service Level Agreements, or Statements of Work are accurately implemented.
• Provide regular updates on developments/progress with Enterprise account issues to all pertinent stakeholders.
• Provide ongoing recommendations for the improvement of processes, tools, or systems related to the management of major accounts.
• Ensure product updates are cascaded into the team\’s knowledge base and client-facing documentation.

Qualifications

• Post-secondary education (minimum of an undergraduate degree is preferred).
• 3+ years of technical, client-facing enterprise administration experience.
• Demonstrated knowledge and experience in project planning and project management techniques and tools.
• Strong understanding of message flow, email protocols, messaging formats, and file management systems (preferred).
• Strong written, verbal, and interpersonal communication skills, with excellent telephone and email etiquette.
• Adaptable to working with multiple teams on projects with varying degrees of flexibility/rigidity.
• Ability to understand technical as well as business requirements and accurately capture technical notes.
• Experience working with groups at different levels of technical and process experience, and ability to work independently.
• Strong analytical and problem-solving skills with attention to detail.
• Proficiency with MS Windows and the Microsoft Office Suite (Excel, Word, PowerPoint). Ability to create and run Excel macros. Ability to create and run Bash, Shell, and PowerShell scripts to automate tasks.

Company and Culture

For over 20 years, Global Relay has set the standard in enterprise information archiving with cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve communications data for highly regulated firms, providing visibility and compliance. Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We recruit candidates from diverse backgrounds and foster a work environment that encourages collaboration and learning, free of barriers. Global Relay supports reasonable adjustments, accommodations, and personal time to meet individual needs.

Additional Information

Enterprise Data Services coverage is needed 24×7, leveraging a follow-the-sun model. Specialists may be required to work professional hours, including weekends and off-hours for scheduled activities, urgent customer implementations, and ad hoc escalations.