Product Enablement & Support Manager - Business Intelligence

Responsibilities

• Responsibility for Business Intelligence platforms and products supporting global business activities across the enterprise
• Serve as the primary liaison between business stakeholders and BI technical resources for product support, issue resolution, and user enablement.
• Lead issue intake, triage, and resolution activities, including monitoring, prioritization, escalation, and coordination across BI, data, and platform teams
• Ensure BI platforms and products are properly supported and meet or exceed defined SLAs, including required reporting to leadership and ownership of critical break‑fix events
• Drive collaboration and communication between Business Intelligence Demand, Product, Development, and Data teams in support of platform stability, adoption, and continuous improvement
• Establish, document, and scale a globally consistent BI support operating model, including intake channels, triage standards, escalation paths, communication patterns, and service expectations
• Partner with delivery and data (IT) teams to identify recurring issues, drive root cause analysis, and improve overall product quality and reliability.‑cause analysis, and improve overall product quality and reliability
• Lead enablement activities, including knowledge articles, user guidance, and support documentation, to reduce recurring issues and improve self-service adoption‑service adoption
• Identify, onboard, and supervise the resources necessary to support BI platforms, including analysts, engineers, vendors, and contractor resources as needed

Requirements

• Bachelor's degree in a relevant discipline (Analytics, Information Systems, Computer Science, Business, or Finance)
• 8 years of professional experience
• 5+ years of experience supporting or operating Business Intelligence, analytics, or data platforms
• 3+ years of experience managing teams or leading operational support functions
• Experience working with third-party support teams and vendors‑party support teams and vendors
• Strong proficiency in SQL, including data validation, reconciliation, and root cause investigation cause investigation‑cause investigation
• Strong proficiency in Power BI, including troubleshooting reports, datasets, refresh failures, access issues, and performance concerns
• Strong proficiency in Snowflake, including investigating data issues and understanding upstream and downstream dependencies
• Proficiency in Databricks, including understanding how notebooks, jobs, or pipelines impact BI datasets and user-facing reporting‑facing reporting
• Experience supporting enterprise analytics or reporting platforms at scale
• Experience with ServiceNow and ITIL-based incident and problem management principles‑based incident and problem management principles
• Experience building or scaling support operating models across distributed teams
• Strong communication, interpersonal, and people leadership skills, with the ability to build effective, cohesive, and collaborative cross functional teams‑functional teams
• Strong problem-solving skills and attention to detail ‑solving skills and attention to detail
• Knowledge of application and data platform concepts such as security, databases, cloud infrastructure, and data pipelines

Benefits

Additional Information

At Ecolab, you can help take on some of the world's most meaningful challenges, delivering critical insights and innovative solutions to help our customers achieve clean water, safe food, abundant energy and healthy environments. With our worldwide reach and ambitious growth plans, you will have the opportunity to own your future and impact what matters. Are you ready to make an impact?

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Company Intel

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