Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Compensation

£37,682.0

Working hours

Regular working hours

Job source

find.jobs

Tech stack

Business Analytics Applications Google Analytics Search Technologies SQL Databases Data Management Splunk User Administration User Accounts

Job description

• 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, * 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

Requirements

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

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