Data Analyst

Job summary

Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it’s really like to work at HMRC.

Visit our YouTube channel (opens in a new window to watch the full series and come and discover your potential.

At HMRC we are committed to creating a great place to work for all our colleagues; an inclusive and respectful environment that reflects the diversity of the society we serve. We want to maximise the potential of everyone who chooses to work for us, and we offer a range of flexible working patterns and support to make a fulfilling career at HMRC accessible to you. Diverse perspectives and experiences are critical to our success and we welcome applications from people from all backgrounds with the experience and skills needed to perform this role.

Job description

Are you interested in data and how it is used to improve customer experience and protect against fraud? Perhaps you are already a Data Analyst looking for your next opportunity, or are keen to develop your analytical, technical and customer support skills within one of HMRC's strategic data platforms. The Customer Insights Platform Experience (CIP-X) team provides a range of data and analytics products that enable colleagues across HMRC to analyse customer interactions, understand user behaviour, and make data-driven decisions that improve services and outcomes.

Our tools include Digital Persona, Superset, Splunk and Google Analytics. As a Data Analyst - CIP-X Tier 1, you will join a team of user support specialists on the front line of service delivery, helping customers access, understand and make effective use of our analytics products and services. You will provide technical support, troubleshoot issues, manage user access and service requests, support onboarding activities, assist users with search query creation, and collaborate with engineering and product teams to resolve incidents and improve user experience.

The role requires strong communication, collaboration and problem-solving skills, alongside a passion for customer service, continuous learning and attention to detail. Working in an Agile environment, you will adapt to changing priorities while helping the team deliver high-quality support and maximise the value users gain from the CIP-X platform. We will provide you with the tools, support and opportunities to develop your technical, analytical and customer engagement skills. This is an exciting opportunity to contribute to the future of data sharing and customer experience across government.

Person specification

To be successful in the role you will:

• Work alongside other Data Analysts to resolve issues and requests for support from users of CIP’s portfolio of data products.
• Set up new user accounts for applications such as Superset and Splunk.
• Coach users in search creation.
• Ensure essential appropriate security clearance is implemented.
• Act as the first point of contact for support requests relating to CIP products and services, delivering a professional and customer-focused experience.
• Support the CIP Experience Product Owner in delivering the product roadmap by providing user insights, identifying recurring support themes, and helping shape improvements that enhance the overall customer and user experience.
• Work alongside Data Analysts, Product Managers, Engineers and Platform teams to resolve user issues and service requests.
• Manage and prioritise support tickets, email enquiries and team backlogs to ensure timely and effective resolution of incidents and requests.
• Troubleshoot technical issues, investigate reported errors and identify appropriate solutions or escalation routes.
• Support users in creating and refining searches and queries across CIP analytical tools, enabling them to gain maximum value from available data.
• Set up and administer user accounts, permissions and access controls in line with security, governance and compliance requirements.
• Support onboarding activities for new users, ensuring they have the appropriate access, guidance and understanding of CIP-X services.
• Produce and maintain user guidance, knowledge articles, FAQs and support documentation using platforms such as Confluence and SharePoint.
• Communicate service updates, planned maintenance, known issues and key messages to user communities through established communication channels and distribution lists.
• Collaborate across multiple teams to coordinate support activities and ensure users receive the appropriate level of assistance.
• Monitor recurring issues and trends, escalating where appropriate and contributing to service improvement initiatives.
• Work within Agile delivery teams, adapting to changing priorities and supporting the delivery of collective outcomes.
• Build and maintain strong working relationships with stakeholders and users across HMRC.
• Demonstrate excellent attention to detail when managing user requests, maintaining records and communicating updates.
• Continuously develop your technical knowledge, data analysis capabilities and understanding of CIP-X products and services to better support our users.

Essential Criteria

• Experience providing customer support, service desk, technical support or user administration services within a digital, data, technical or analytical environment.
• Experience managing and prioritising competing workloads, support requests, incidents or service tickets to meet agreed deadlines and customer expectations.
• Experience troubleshooting issues, investigating problems and identifying appropriate solutions or escalation routes.
• Experience communicating effectively with a range of stakeholders, including explaining technical or complex information in a clear and accessible way.
• Experience working collaboratively with multidisciplinary teams to deliver successful customer, user or business outcomes.
• Experience administering user accounts, permissions or access controls in line with security, governance or compliance requirements.
• Experience producing and maintaining accurate documentation, knowledge articles, 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 to investigate issues, analyse information or support users.
• Demonstrable organisational skills and attention to detail when managing requests, records and customer communications.

Desirable Criteria

• Experience using analytical and data platforms such as Splunk, Superset, Google Analytics, Digital Persona or similar tools.
• Experience working in Agile delivery environments.

Office Closures

If your location preference is for one of the following sites, it’s important to note that these are not long-term sites for HMRC and we will require you to move to a new building in the future, subject to our location strategy and the applicable employee policies at that time.

For more information on where you might be working, review this information on our locations (opens in a new window)

These sites are:

• Telford Plaza, Telford - moving to Parkside Court, Telford

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