Technical Support Specialist

Job Description

Technical Support Specialist

King, Washington

Job Summary

Position Summary

With 10+ Years of Experience, Lead operational reporting, analytics, automation, and process improvement initiatives to enhance visibility, efficiency, and governance across Product Data Management (PDM), Engineering Change Management (ECM), BOM operations, and SKU lifecycle processes. Responsible for delivering data-driven insights, executive dashboards, KPI reporting, and automation solutions that improve operational performance, data quality, SLA attainment, and business decision-making.

Key Responsibilities

• Develop, maintain, and enhance executive dashboards, KPI scorecards, operational reports, and Power BI solutions to provide visibility into SLA performance, backlog status, cycle times, throughput, quality metrics, and overall operational health.
• Design and deliver reporting frameworks that enable effective monitoring of Product Data Management, Change Management, BOM governance, and SKU lifecycle execution processes.
• Analyze operational data to identify trends, bottlenecks, risks, root causes, and continuous improvement opportunities.
• Drive workflow automation and reporting automation initiatives to reduce manual effort, improve accuracy, accelerate execution, and increase operational scalability.
• Collaborate with cross-functional stakeholders to define performance metrics, reporting requirements, and business insights aligned with organizational objectives.
• Establish data governance standards, reporting controls, and validation mechanisms to improve data integrity and reporting consistency.
• Provide actionable recommendations to leadership through data analytics, operational reviews, and performance assessments.
• Support process optimization initiatives by identifying inefficiencies and implementing improvements that enhance productivity, compliance, and operational effectiveness.
• Drive continuous improvement programs focused on improving SLA adherence, operational throughput, quality, and customer satisfaction.
• Partner with business, engineering, and operations teams to implement scalable reporting and automation solutions that support organizational growth and operational excellence.

Skill Requirements

• Strong experience in Power BI, dashboard development, data visualization, and executive reporting.
• Hands-on experience AI/LLM Tools (Copilot, Azure DevOps)
• Expertise in operational analytics, KPI management, and performance measurement frameworks.
• Experience with workflow automation, process optimization, and continuous improvement initiatives.
• Strong analytical and problem-solving skills with the ability to convert complex data into actionable business insights.
• Knowledge of Product Data Management (PDM), Engineering Change Management (ECM), BOM management, and SKU lifecycle processes.
• Proficiency in data analysis, reporting automation, and operational governance.

Excellent stakeholder management and communication skills with experience presenting insights to senior leadership

Other Requirements

Led operational reporting, analytics, automation, and process improvement initiatives, delivering executive dashboards, KPI scorecards, workflow automation, and data-driven insights to improve SLA performance, operational efficiency, governance, and business outcomes across PDM, BOM, Change Management, and SKU lifecycle processes

Maximum Salary (US):

Minimum Salary (US):

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Information at a Glance

Why HCLTech?

At HCLTech, youll supercharge your potential. Youll find your career. And youll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.

Compensation and Benefits

A candidate's pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.