OneTrust Platform Support Engineer/Lead (L1/L2)

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Position Summary

We are seeking a dedicated and detail-oriented OneTrust Platform Support Engineer to join our global technology team. This role is responsible for providing essential Level 1 and Level 2 operational support for our OneTrust platform. The ideal candidate will be a primary point of contact for business users, ensuring the smooth execution of daily activities, resolving technical issues, and maintaining the platform's configuration according to business needs. You will be part of a dedicated team of three analysts, working collaboratively to deliver excellent service and support to our stakeholders.

Key Responsibilities

• Incident & Service Request Management:

• Serve as the primary point of contact for all L1 and L2 support queries related to the OneTrust platform, managed through our ITSM tool, ServiceNow.
• Address and resolve user-submitted tickets in a timely manner, adhering to defined SLAs.
• Fulfill standard operational requests including, but not limited to:
• User account creation, modification, and access management.
• Launching and monitoring privacy assessments and data mapping activities.
• Generating and fulfilling requests for data exports and reports.
• Performing routine updates to assessment templates and workflows.

• Platform Configuration & Maintenance:

• Handle more complex L2 configuration items, such as modifying questionnaires, updating inventory details, and implementing minor workflow adjustments as directed.
• Manage and maintain the service catalog for OneTrust, covering categories like access requests, assessment templates, inventories, and general requests for information.
• Assist in testing and validating new configurations or module updates before they are deployed to production.

• Stakeholder & Vendor Collaboration:

• Communicate effectively with business stakeholders to clarify requirements, provide status updates, and resolve their inquiries.
• Act as a liaison with OneTrust vendor support for ticket escalation (L3), bug reporting, and tracking resolutions.

• Governance & Knowledge Management:

• Operate within a defined governance model, with the service owner defining the backlog and prioritizing tasks for the support team.
• Participate in vendor-provided training sessions to gain expertise on new or updated OneTrust modules.
• Contribute to the creation and maintenance of Standard Operating Procedures (SOPs) and knowledge base articles for users and the internal team.

Required Skills and Qualifications

• Proven hands-on experience providing operational support for the OneTrust platform.
• Strong familiarity with ITSM practices and direct experience using ServiceNow or a similar enterprise-level ticketing system.
• Demonstrated ability to resolve both standard user requests (L1) and more complex platform configuration issues (L2).
• Excellent problem-solving skills with a logical and analytical approach to troubleshooting.
• Strong verbal and written communication skills, with the confidence to interact directly with business stakeholders and external vendors.
• A collaborative team player, capable of working effectively as part of a small, focused support team.
• Highly organized with the ability to manage and prioritize multiple tickets and tasks effectively.