Job Summary

Provide second- and third-level support for the Power BI service and Power BI Report Builder estate, covering operational, fleet, procurement, compliance, payroll and customer-facing reporting. The engineer keeps reports and semantic models available and current, resolves refresh, gateway and data issues, administers workspaces and security, and delivers report enhancements through change control.

Responsibilities

- Own assigned ServiceNow incidents through resolution: refresh failures, gateway and credential failures, expired certificates, broken data sources and report errors.

- Distinguish user navigation issues from data and model defects, and publish shift-left knowledge articles for common issues such as filters, bookmarks and access so the Service Desk can resolve them.

- Trace data defects to source (data warehouse, ADF pipelines, SharePoint lists, other sources) and coordinate fixes with the owning engineer.

- Monitor scheduled refreshes, gateway health and capacity daily. Act on failures before business use.

- Maintain the gateway, credential and certificate expiry register, and renew before expiry.

- Make sure datasets, gateways and data sources are owned by service accounts, not named individuals.

- Administer workspaces, apps, deployment pipelines, Premium/Fabric capacity settings, row-level security and sharing within delegated authority.

- Fulfil authorised report access requests, preferring AD/Entra group-based and self-service models with an audit trail.

- Support reports embedded in portals and intranet pages, including customer-facing reporting.

- Design, build, test and deploy minor enhancements to reports, semantic models (DAX, Power Query) and paginated reports through change control.

- Support business-requested measures and visuals while keeping metric definitions agreed with business owners.

- Take delivered reporting from projects into BAU with documentation and ownership transfer.

- Raise problem records for recurring refresh and data issues, and drive permanent fixes.

- Maintain the report catalogue (owner, source, refresh, RLS model), metric definitions, runbooks and knowledge articles. Keep PBIX and RDL source under version control.





- Participate in knowledge transfer from the incumbent provider, demonstrate independent handling of common support scenarios, and transfer knowledge to new team members.

- Use privileged and production access only through the approved access process (e.g. CyberArk), on a least-privilege basis and for authorised tasks.

- Never record passwords, tokens or other secrets in tickets, email or documents. Store and hand over credentials only through the approved vault.

- Handle customer, employee and payroll personal information in line with the Privacy Act and Cleanaway data classification, including compliant incident records and escalation of potential data breaches.

- Maintain segregation of duties: perform data corrections, approvals and production changes only with documented business or change approval, and keep an audit trail.

Role boundaries

- L2/L3 accountability: Own Power BI incidents, refresh and gateway operations, workspace and security administration, and minor report and model enhancements.

- Retain ServiceNow ownership while upstream data engineers fix source issues.

Outside delegated authority

- Upstream data pipeline and data warehouse fixes, owned by the data warehouse and ADF/Databricks engineers.

- Business ownership of metric definitions, KPI targets and report audience decisions.

- Tenant-wide Power BI/Fabric governance and licensing decisions owned by the platform owner.

Skills and experience Essential

- Demonstrated enterprise production support and development experience with the Power BI service: datasets and semantic models, DAX, Power Query, on-premises data gateways, scheduled refresh and row-level security.

- Power BI Report Builder (paginated reports) and SQL skills against SQL Server and SSAS sources.

- Workspace,



app and capacity administration and access management with Entra ID groups.

- ITIL-aligned incident, problem, change and request practice using ServiceNow or equivalent.

- Clear communication with business report owners and executives.

Desirable

- SSRS and SSAS (tabular) experience.

Microsoft

Fabric.

- Embedding Power BI in SharePoint or external portals.

Power

Platform awareness.

- Fleet, procurement or compliance reporting domain experience.

- PL-300 (Power BI Data Analyst), DP-600 (Fabric Analytics Engineer), ITIL 4 Foundation.

Key relationships

- Business report owners (operations, fleet, procurement, finance, safety): Requirements, metric definitions, access approval and validation

- Data warehouse and ADF/Databricks engineers: Upstream data issues and model dependencies

- SharePoint & Power Platform engineers: Embedded reports and SharePoint list data sources

- Service Desk / L1: Intake, initial triage, shift-left knowledge articles and incident escalation

- Technical Platform Owner / Principal Analyst: Platform priorities, risks, technical governance and acceptance

- Change and release management: CAB approval, controlled releases and production validation

- Infrastructure, DBA and Cyber Security teams: Servers, databases, privileged access, certificates and security approvals

Performance measures

- Incident response and resolution against agreed service levels and business-critical processing windows.

- Completion and effectiveness of proactive monitoring, exception detection and recovery.

- Service request timeliness and first-time-right fulfilment.

- Changes delivered successfully through change control, without unplanned outage or rollback.

- Reduction in repeat incidents through problem records, root cause analysis and permanent fixes.

- Accuracy and currency of runbooks, knowledge articles, ServiceNow resolution notes and operational documentation.

- Stakeholder satisfaction and timely communication during incidents and changes.

- Refresh success rate. No outages caused by expired gateway credentials or certificates.

- Share of straightforward report issues resolved at L1 through shift-left knowledge articles.

📌 /Application Support Engineer - Power BI (Chennai)
🏢 Fujitsu Consulting India
📍 Chennai