Technical Support Specialist

HCLTech is seeking a Technical Support Specialist to lead operational reporting, analytics, automation, and process improvement efforts that strengthen visibility, efficiency, and governance. In this onsite role in the United States, you will build reporting solutions and deliver data-driven insights across Product Data Management (PDM), Engineering Change Management (ECM), BOM operations, and SKU lifecycle processes.

What you will focus on

• Develop, maintain, and enhance executive dashboards, KPI scorecards, operational reports, and Power BI solutions to surface SLA performance, backlog status, cycle times, throughput, quality metrics, and overall operational health.
• Design reporting frameworks to monitor PDM, change management, BOM governance, and SKU lifecycle execution.
• Analyze operational data to detect trends, bottlenecks, risks, root causes, and continuous improvement opportunities.
• Drive workflow automation and reporting automation to reduce manual effort, improve accuracy, accelerate execution, and increase operational scalability.
• Partner with cross-functional stakeholders to define performance metrics, reporting requirements, and business insights tied to organizational objectives.
• Establish data governance standards, reporting controls, and validation mechanisms that improve data integrity and consistency.
• Provide actionable recommendations to leadership through data analytics, operational reviews, and performance assessments.
• Support process optimization by identifying inefficiencies and implementing improvements that enhance productivity, compliance, and operational effectiveness.
• Lead continuous improvement programs focused on SLA adherence, operational throughput, quality, and customer satisfaction.
• Collaborate with business, engineering, and operations teams to implement scalable reporting and automation solutions for organizational growth.

Key skills and experience

• Microsoft PowerBI experience with dashboard development, data visualization, and executive reporting.
• Hands-on experience with AI/LLM Tools including Copilot and Azure DevOps.
• Operational analytics expertise, including 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 translate 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, including experience presenting insights to senior leadership.

Technology areas

• AI/LLM Tools
• Copilot
• Azure DevOps
• Microsoft PowerBI / Power BI
• Data Engineering

Other required context: You will be expected to lead 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.

Location: United States (onsite). Salary range: USD 87,000 to USD 172,000 per year. Minimum experience: 10 years.