Customer Onboarding Specialist

Title: Data Analyst - Onboarding Location: Houston, TX Remote | Fully Remote Shift: General Shift. Pay Rate: $57 - $63/hr on W2 Type & Duration: Contract | 06 Months Job Description: To ensure seamless and scalable Services Central onboarding experience, a dedicated resource is required to proactively identify, validate, and resolve data-related onboarding issues while supporting broader operational readiness and customer adoption activities. Our onboarding pace has been constrained by recurring data inconsistencies, such as non-matching or missing DUNS identifiers across systems, which have also impacted adjacent teams’ confidence in the platform. By accelerating issue resolution, strengthening data validation processes, and improving onboarding coordination, we can increase onboarding velocity and reinforce trust in the platform. This role will be responsible for driving resolution of data discrepancies, validating customer onboarding lists prior to onboarding, and preventing order failures that negatively impact customer experience, revenue realization, and operational efficiency. The position will also support onboarding targets through proactive creation of customer-to-instrument pre-associations to simplify customer activation and improve first time-right onboarding outcomes. In addition, the role will coordinate communications with customer-facing teams, and where appropriate, directly with customers, to ensure alignment, onboarding readiness, and issue follow-up. The resource will further support operational transformation initiatives, including the transition of ticket management capabilities from Freshdesk to ServiceNow, helping streamline support processes and improve scalability of customer support operations. The overall objective is to improve first time-right onboarding, accelerate customer adoption, reduce operational friction, and establish a more scalable and reliable onboarding and support framework for Services Central Responsibilities: • Proactively validate customer onboarding lists prior to onboarding execution to reduce onboarding failures and improve first time-right onboarding outcomes. • Support customer onboarding readiness activities through creation, validation, and maintenance of customer-to-instrument pre-associations within Services Central. • Review non-matching Parent DUNS records through monitoring tools and order exceptions. Conduct detailed research and validation activities using internal DUNS management tools, SAP data, CRM systems, and external business reference sources to verify company information and resolve discrepancies. • Monitor and manage Freshdesk support tickets related to onboarding, DUNS validation, customer onboarding issues to ensure timely resolution and follow-up. • Perform AI / web research to confirm business legitimacy or clarify ambiguous DUNS data. • Resolve onboarding and master data issues by: • Adjusting and correcting DUNS records within onboarding and master data tools. • Updating corresponding SAP customer master data and related system records as required. • Coordinating with internal support, compliance, or master data governance teams • Escalating unresolved or compliance-related concerns through appropriate operational channels. • Notify customers when resolution or clarification is complete, if needed. • Coordinate communications and follow-up activities with customer-facing teams, onboarding specialists, and customers to ensure alignment on onboarding status, issue resolution, and onboarding readiness requirements. • Support operational transformation initiatives associated with ticketing process migration from Freshdesk to ServiceNow, including workflow validation, process documentation, testing support, and operational readiness activities. • Track onboarding trends, recurring data quality issues, and operational bottlenecks to support continuous improvement initiatives and scalable onboarding process enhancements. • Contribute to the development of standardized onboarding procedures, documentation, escalation paths, and operational best practices to improve overall onboarding efficiency and customer support scalability. Required Qualifications: • Strong analytical and data research skills. • Experience with SAP, Freshdesk, ServiceNow, CRM systems, and C4S. • Strong organizational and ticket management abilities. • Business acumen to understand customer structures, partnerships, and onboarding requirements. • Problem-solving and critical-thinking skills to resolve data and onboarding issues efficiently. • Strong written and verbal communication skills for customer and cross-functional coordination. • Attention to detail and focus on data accuracy and first time-right onboarding. • Ability to manage multiple priorities in a fast-paced operational environment. • Experience working cross-functionally with customer-facing and support teams. • Familiarity with AI/web research tools for business validation and data verification