Data Analyst (Government Services)

Описание The Customer Insights Platform Experience (CIP-X) team provides data and analytics products that enable HMRC colleagues to analyse customer interactions, understand user behaviour, and make data-driven decisions to improve services and outcomes.

Задачи • Resolve user issues and support requests across CIP’s portfolio of data products • Set up and administer user accounts, permissions, and access controls • Coach users in creating and refining searches and queries across CIP analytical tools • Act as the first point of contact for support requests relating to CIP products and services • Support the CIP Experience Product Owner in delivering the product roadmap by sharing user insights, identifying recurring support themes, and helping shape improvements • Manage and prioritise support tickets, email enquiries, and team backlogs • Troubleshoot technical issues, investigate reported errors, and identify solutions or escalation routes • Support onboarding for new users, including access, guidance, and understanding of CIP-X services • Produce and maintain user guidance, knowledge articles, FAQs, and support documentation • Communicate service updates, planned maintenance, known issues, and key messages to user communities • Coordinate support activities across teams and monitor recurring issues and trends • Contribute to service improvement initiatives and work within Agile delivery teams • Build and maintain working relationships with stakeholders and users across…