Enterprise Data Services Specialist

For over 20 years, Global Relay has set the standard in enterprise information archiving with industry-leading cloud archiving, surveillance, eDiscovery, and analytics solutions. We securely capture and preserve the communications data of the world’s most highly regulated firms, giving them greater visibility and control over their information and ensuring compliance with stringent regulations.

As part of the Enterprise Services Team, the Enterprise Data Services Specialists work in collaboration with the Onboarding Team and customer IT resources to migrate legacy data, provide guidance on best practices and drive implementation progress. Data Services Specialists are trusted client advisors, helping to ensure that data migrations from both internal and external legacy client platforms are completed efficiently. This team is available 24x7 for working with customers globally.

The primary function of the Enterprise Data Services Specialist is to participate in the migration of our most strategic and demanding accounts. Enterprise Data Services Specialists will focus on the day-to-day management of all Enterprise Data Services cases related to Enterprise customers of Global Relay, both current and prospective. These include imports, migrations, legal holds, retention terms configurations, and other ad hoc enquiries.

Your responsibilities:

• Provide world class service in the deployment of Global Relay services and resolving customer enquiries.
• Build strong relationships with Customers, Partners, and other Global Relay Teams.
• Ensure client project deadlines are met in an efficient and professional manner.
• Data processing of Enterprise import, migration, retention and other ad-hoc requests.
• Write/create scripts/macros to aid with import processing or other Data Services process steps.
• Provide accurate ETAs based on the amount of volume in import queues.
• Troubleshoot import errors.
• Pre-import and post-import customized development.
• Process imports using LING.
• Ensure any Enterprise Data Services requests or issues raised are addressed in a timely manner.
• 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 to client facing documentation.

About you:

• Post-secondary education (minimum of an undergraduate degree is preferred).
• 3+ years Technical, client facing enterprise administration experience.
• Adaptability to working with multiple teams on projects with varying degrees of flexibility/rigidity at different points in the development cycle.
• Ability to understand technical as well as business requirements and accurately capture technical notes.
• Demonstrates a history of being able to work effectively with groups at different levels of technical and process experience.
• Strong written, verbal, and inter-personal communication skills, with outstanding telephone and email etiquette.
• Strong analytical and problem-solving skills with significant attention to the smallest details.
• Proficiency with MS Windows and command line interface, Microsoft Office Suite (Excel, Word, PowerPoint, Project and Visio).
• Ability to create and run Excel Macros.
• Create and run Bash, Shell, and PowerShell scripts to automate tasks.
• Demonstrate knowledge and experience in project planning and project management techniques and tools.
• Strong understanding of message flow, email protocols and formats preferred.

Working Conditions:

Enterprise Data Services coverage is needed 24x7, leveraging a follow-the-sun model. Specialists are required to work professional work days. Weekend and off-hours availability for scheduled activities, urgent customer implementation requests and ad hoc escalations may be required.

What you can expect:

At Global Relay, there’s no ceiling to what you can achieve. It’s the land of opportunity for the energetic, the intelligent, the driven. You’ll receive the mentoring, coaching, and support you need to reach your career goals. You’ll be part of a culture that breeds creativity and rewards perseverance and hard work. And you’ll be working alongside smart, talented individuals from diverse backgrounds, with complementary knowledge and skills. Global Relay is an equal-opportunity employer committed to diversity, equity, and inclusion. We seek to ensure reasonable adjustments, accommodations, and personal time are tailored to meet the unique needs of every individual. We understand flexible work arrangements are important, and we encourage that in our work culture. Whether it’s flexibility around work hours, workstyle, or lifestyle, we want to ensure our employees have a healthy work/life balance. We support and value a hybrid work model that blends collaboration with the team in the office and focus time from the comfort of your home.