Lead Data Analytics Engineer

Organization Background:

• CTS (Clinical Technology Services) team focuses on providing services & operations support for Providence applications, portals, services, and platforms spanning across various technical stacks and supporting multiple business process ticket management for both Clinical and Non-Clinical Services.

• RSD (Remote Services Delivery) team within CTS provides remote support including phone, chat, and tickets submitted using a self-service portal.

What will you be responsible for

• Expand capacity for LLMdriven development, theming enhancements, and backlog execution within Databricks. Collaborate with Power Platform developers to integrate AI capabilities where needed.
• Developing Ad hoc and delivered reports using SQL backend queries with Excel and Power BI to display the data.
• Able to answer the question when asked: Is there a high-volume number of tickets in a given area of the business and produce a report that show why.
• Thinking creatively to identify high volume ticket drivers AND work with team members to create reports that will track ticket reduction or shifting support to more appropriate teams.
• Communicate clearly when faced with unclear requirements or difficult situations so blockers can quickly be removed.
• Create reports with minimal turnaround time for short term usage.
• Create more robust reports that are easy to use, professional looking and usable by other teams or executives.
• Extensively test reports for accuracy to avoid churn and delays delivering the final product.
• Engineer reports that use well structure techniques, follow best practices, perform optimally, are easy to maintain, and are well documented.
• Pulling data from multiple sources including use of APIs if the need presents itself and integrates that data with existing data sources.
• Develop reports outside of SQL in applications that have proprietary query languages.
• Partnering with multiple PMs on the team to:
• Gather requirements and deliver reports
• Add value to the requirements by understanding the business needs and provide solutions and ways to look at the data not previously considered.
• Work independently to deliver on requirements.
• Manage an extensive backlog and able to produce regular status reports to manager.

What would your day look like

• Call theming enhancements, Backlog execution within Databricks
• Collaborating with Power Platform developers to integrate AI capabilities where needed
• Get a request (with high level business requirements) from PMs on the team to generate an ad hoc report that will display data in Excel or Power BI using SQL.
• Prioritize the request with other items in the backlog or in flight and communicate back with the requestor with status updates.
• Develop reports with requirements that were delivered via email.
• Meet with requesting PM if report is complex or questions arise. Able to generate simple reports with minimal requirements/guidance.
• Add value to requests by understanding the intention, typical business needs, and history developing reports.
• Bring ideas to PMs on new reports that could be developed to generate insights and detect emerging high volume ticket areas.
• Leverage data to find trends in support ticket volumes.
• Partner with various teams across the enterprise as needed to better u
• Understand source system data or create new APIs to expose new data sources.
• Writing reports in tools outside of SQL in other applications use at Providence like our ticket handling system (Service Now), call system (Genesys), device monitor (Nexthink), and other applications.

Who are we looking for

• Required: Strong Databricks experience (Python, Spark, ML Pipelines)
• Familiarity with LLM integration and prompt engineering.
• Power Apps + Power Automate development experience (or strong aptitude to be groomed).
• Ability to integrate AI and knowledgebase components.
• Required: Extensive SQL experience.
• Required: Power BI and Excel report/pivot table experience.
• Required: Able to think creatively, practically, and work independently.
• Able to work during morning US hours until 10am PST.
• Bachelor's degree in computer science or related field.
• Minimum 5 years of experience as a Software Engineer or Data Analyst.
• Good to have: Background in Customer Experience, Service Now, Nexthink, SharePoint, O365, MS Teams