Application Support Analyst

About Annalect

Annalect is the Data & Technology arm of Omnicom Media Group

Annalect's 4,000+ innovators leverage data and technology to help clients across Omnicom build relationships that matter - whether that means fostering consumers' trust in brands, building new experiences, or delivering advanced analytics where it's most needed. Annalect is the driving force behind Omni, Omnicom's unique open operating system, which works hand-in-hand with clients' and partners' data and tools, to orchestrate better marketing outcomes.

Annalect's unique approach to data and technology - one that relies on transparency, neutrality, and interoperability - allows us to deliver purpose-built and scalable solutions that make data actionable. Our advanced teams of product leaders, data scientists, consultants, and engineers enable us to meet the business goals of our internal and external clients.

Overview

About Annalect

Annalect's 2,000+ innovators leverage data and technology to help clients across Omnicom build relationships that matter - whether that means fostering consumers' trust in brands, building new experiences, or delivering advanced analytics where it's most needed. Annalect is the driving force behind Omni, Omnicom's unique open operating system, which works hand-in-hand with clients' and partners' data and tools, to orchestrate better marketing outcomes.

Annalect's unique approach to data and technology - one that relies on transparency, neutrality, and interoperability - allows us to deliver purpose-built and scalable solutions that make data actionable. Our advanced teams of product leaders, data scientists, consultants, and engineers enable us to meet the business goals of our internal and external clients.

Team Overview:

The Annalect Support team is an engaged and innovative group of technologists that includes backend, frontend, full-stack, and data engineers. It is comprised of both onsite and remote team members who are highly collaborative and committed to a culture of work/life balance and continual learning & development.

Qualifications

* 3+ years of support experience, with at least 2 years working on supporting cloud-based applications in a client-facing environment

* Self-motivated and action-driven with the ability to take initiative, execute and follow-through

* Experience in owning and taking responsibility for complex technical/functional escalations

* Strong understanding of ad platform ecosystems, including campaign management, Ad Manager and Business Manager, tracking methodologies, data ingestion, and reporting workflows. Knowledge of ad operations, audience targeting, attribution models.

* Proficient in Excel, with demonstrated ability to organize and consolidate multiple data sources for analysis.

* Good understanding of different methodologies such as Dev Ops, CICD (Continuous Integration, Continuous Delivery)/Agile/Kanban, AWS.

* Good working knowledge of Microsoft tools (Office, Sharepoint), CRM (JIRA, Hubspot) and reporting tools (Power

BI, Tableau etc.)

* Proficiency in SQL, Google Big Query, Starburst for querying and analyzing large datasets.

* Strong understanding of APIs and troubleshooting.

* Excellent written and verbal communication skills

* Strong attention to detail, extremely well-organized and able to deliver against multiple simultaneous tasks with excellence

* Comfortable working in a fast-paced, start-up like environment

Preferred Skills

* Would be a plus to have experience managing SSO platforms (Okta, Google IDP, Facebook etc.)

* Experience with databases and using SQL to query data

* Some background/understanding of web analytics tool basics: tag, cookies, data attributes, data layer, variables.

* Hands-on experience with online advertising technology and systems (Google, Amazon, Facebook, et.)

* Strong collaboration skills and experience working in Agile environments.

* Good knowledge of ITIL incident, problem, and change management components.

* AWS certifications/ Digital Ad Operations Certification

Responsibilities

* Learn the Annalect products and become a SME in product functionality with a deep understanding of the business logic of the tools

* Manage Atlassian based ticketing system and provide necessary reports for internal and external stakeholders

* Demonstrate a strong understanding of advertising platforms such as Google Ads, Meta, Tik Tok, Amazon DSP, DV360, The Trade Desk, etc

* Perform quality assurance by comparing key advertising metrics (e.g., clicks, impressions, cost) across platforms and destination data to ensure accuracy.

* Provide exceptional customer experience while resolving Level 2 and 3 incidents and troubleshooting/diagnosing customer issues

* Troubleshoot and escalate incidents that cannot be resolved by Support team to the appropriate Engineering/Product team

* Responsible for improving and expanding internal and external knowledgebase for the supported products

* Contribute to ongoing improvement of the team's processes, techniques, and solutions

* Provide technical…