data analyst for government services

HireHi; Greater London; Hybrid; GBP 34,000 - 41,000; Full time

Benefits offered by this job

Flexible and hybrid working

Pension contributions

Leave 25 days +

Career coaching and development

Job summary

HireHi seeks a Customer Insights Platform Experience (CIP-X) Support Specialist to assist HMRC colleagues in using data products, resolving issues, and improving services. You will manage user access, coach on searches, and act as the first contact for CIP-related requests, while coordinating with agile teams.

The role emphasizes strong communication, collaboration, and documentation, with hybrid working arrangements and opportunities for growth within the CIP-X program.

Qualifications

• Experience providing customer support in a digital/analytical environment.
• Experience managing workloads and tickets to deadlines.
• Experience troubleshooting issues and escalation routes.
• Experience communicating technical information to stakeholders.
• Experience collaborating with multidisciplinary teams.
• Experience administering user accounts and access controls.
• Experience documenting guidance and operational records.
• Experience using data analytics or search tools to support users.

Responsibilities

• Resolve user issues and support requests across CIP’s data products.
• Set up and administer user accounts, permissions, and access controls.
• Coach users in creating and refining searches and queries across CIP tools.
• Act as first point of contact for CIP product support requests.
• Support Product Owner by sharing insights and shaping improvements.
• Manage and prioritise support tickets and backlogs.
• Troubleshoot technical issues and identify solutions or escalations.
• Assist onboarding for new users with access and guidance.
• Produce and maintain user guidance and FAQs.
• Communicate service updates and known issues to user communities.
• Coordinate support activities across teams and monitor recurring issues.
• Contribute to service improvement within Agile delivery teams.
• Build relationships with stakeholders and users across HMRC.
• Maintain records and knowledge of CIP-X products.

Skills

Customer support

Service desk

User administration

Communication skills

SQL basics

Data querying

Troubleshooting

Agile collaboration

Tools

SQL

Search tools

Splunk

Superset

Google Analytics

Digital Persona

Job description

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 HMRC
• Maintain accurate records and communications, and develop knowledge of CIP-X products and services

Требования:

• Experience providing customer support, service desk, technical support, or user administration in a digital, data, technical, or analytical environment
• Experience managing competing workloads, support requests, incidents, or service tickets to agreed deadlines
• Experience troubleshooting issues and identifying solutions or escalation routes
• Experience communicating technical or complex information clearly to a range of stakeholders
• Experience collaborating with multidisciplinary teams
• Experience administering user accounts, permissions, or access controls in line with security, governance, or compliance requirements
• Experience producing and maintaining accurate documentation, user guidance, or operational records
• Experience using data, analytics, search technologies, or digital tools to support users, investigate issues, or improve services
• Experience using, or a basic understanding of, SQL, search query development, or other data querying techniques
• Strong organisational skills and attention to detail

Будет плюсом:

• Experience with Splunk, Superset, Google Analytics, Digital Persona, or similar analytical and data platforms; experience in Agile delivery environments

Условия:

• Contract employment
• Moves Adjustment Payment is available for eligible current HMRC colleagues in Bradford
• Salary of £37,682; HMRC contributes £10,916 towards the Civil Service Defined Benefit Pension scheme
• Pension contributions equal to at least 28.97% of salary
• Leave allowance starts at 25 days and increases by one day per year of qualifying service, up to 30 days
• Family-friendly policies, personal support, coaching, and development
• Flexible and hybrid working policies; flexible arrangements may be agreed where possible, subject to operational and customer service needs
• Some Telford sites are not long-term locations and may require a future move to another building