Data Analyst (Senior) at Discovery Limited

Key Purpose

• The Engine of User Success and Technical Resilience. This role ensures the OneStream platform operates flawlessly for end users while building internal technical capability across the Finance community. You own the "last mile" of systems value - translating stable infrastructure into productive users through rapid troubleshooting, proactive enablement, and self-service empowerment. You prevent "shelfware" and drive adoption velocity.

Key Responsibilities

Technical User Support

• Own tier-2/tier-3 support operations: incident management, root cause analysis, and resolution for OneStream functional and technical issues

Troubleshooting Excellence

• Establish diagnostic protocols and knowledge bases; ensure 90%+ first-contact resolution for common issues; escalate structural problems to Profile 1 (Governance) or Profile 4 (Architecture)

User Enablement & Training

• Design and deliver role-based training curricula; build self-service resources (videos, playbooks, FAQs); certify "power users" in Business Units

Technical Capability Building

• Upskill Finance users from "button-pushers" to self-sufficient analysts; reduce dependency on COE for routine tasks

Adoption & Health Metrics

• Track user engagement, feature utilization, and support ticket patterns; intervene proactively when adoption stalls

Release Readiness

• Ensure user impact assessment, training, and support prep for all OneStream releases and enhancements

Feedback Loop

• Channel user pain points and enhancement requests to Profile 2 (Business Partner) for prioritization

Qualifications and Experience

• 5+ years in Finance Systems support, EPM platform administration, or technical training roles 
• 4+ years hands-on OneStream administration (certifications: OneStream Administrator, Solution Lead, or Specialist tracks)
• Track record scaling support operations from reactive firefighting to proactive enablement
• Experience in high-volume, complex environments (multi-entity, global time zones)

Technical Competencies:

• Deep OneStream troubleshooting: dimensions, business rules, workflows, integrations, reporting
• SQL and data diagnostics for root cause analysis
• Learning management systems and technical documentation platforms
• ITSM tools (ServiceNow, Jira, or equivalent) for incident and problem management
• Basic understanding of finance processes (close, consolidation, planning) to contextualize user issues

Leadership Attributes

• Service Obsessed: You measure success by user productivity, not ticket closure
• Patient Teacher: You enjoy translating complexity into clarity; no question is "too basic"
• Diagnostic Rigor: You don't just fix symptoms—you trace root causes and prevent recurrence
• Scale Minded: You build systems (knowledge bases, automation, communities) that reduce manual effort over time