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OneStream Support Lead
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Compunnel, Inc.
Cleveland, OH (In Person)
Full-Time
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Job Description
JOB SUMMARY
The OneStream Support Lead is responsible for serving as the primary interface between business and IT stakeholders, owning critical incident coordination and escalations (P1/P2). This role leads the resolution of complex L2 issues, directs offshore support efforts, and drives root cause analysis, problem records, and continuous improvement initiatives. The Lead is also responsible for validating and approving support documentation, providing regular service reporting, and participating in governance activities. The role addresses production issues affecting OneStream operations, including application errors, job failures, report/dashboard malfunctions, user access and security concerns, and performance issues. Key Responsibilities- Serve as the primary interface with business and IT stakeholders.
- Own P1/P2 incident coordination and escalations.
- Lead resolution for complex L2 issues and direct offshore work.
- Drive Root Cause Analysis (RCA) and manage problem records.
- Manage and prioritize the continuous improvement backlog.
- Validate and approve support documentation and runbooks.
- Provide weekly/monthly service reporting and participate in governance.
- Support production issues impacting OneStream operations, including:
- OneStream application errors (data loads, workflows, consolidations, calculations).
- Job failures (scheduled loads, cube processes, business rule execution).
- Report/dashboard failures (OneStream reports, books, guided reporting).
- User access and security issues (role assignment, permission errors—standard requests).
- Performance issues (triage, analysis, recommendations; escalation to L3/infra where needed). Required Qualifications
- Experience as an Onsite Support Lead for OneStream.
- Proven ability to interface with business and IT stakeholders.
- Experience owning P1/P2 coordination and escalations.
- Demonstrated leadership in resolving complex L2 issues.
- Experience directing offshore work.
- Experience driving RCA, problem records, and continuous improvement backlog.
- Experience validating and approving support documentation/runbooks.
- Experience providing weekly/monthly service reporting and participating in governance.
- Experience supporting OneStream production issues, including application errors, job failures, report/dashboard failures, user access/security issues, and performance issues.