Qualifications

The ideal candidate will possess a combination of technical aptitude, customer service experience, and collaborative skills. Essential qualifications include experience in providing technical or customer support within a digital or data environment, along with strong troubleshooting abilities and effective communication skills. Familiarity with user administration, permissions management, and security compliance is required. Knowledge of data querying techniques such as SQL or search query development is highly desirable.

Candidates should demonstrate excellent organizational skills, attention to detail, and the ability to manage multiple support requests efficiently. Experience working within multidisciplinary teams and producing clear documentation and user guidance is essential. Desirable qualifications include familiarity with analytics platforms like Splunk, Superset, or Google Analytics, and experience working in Agile delivery environments. A proactive attitude towards learning new technologies and supporting user needs will be vital for success in this role.

Responsibilities

• Provide first-line technical support to users of CIP-X data products, resolving issues and support requests promptly and professionally.
• Assist in onboarding new users by setting up accounts, permissions, and access controls in line with security policies.
• Support users in search query creation and refinement to maximize data usability and insights.
• Manage and prioritize support tickets, email inquiries, and team backlogs to ensure timely resolution of incidents and requests.
• Troubleshoot technical issues, investigate errors, and escalate complex problems to engineering or product teams when necessary.
• Contribute to the development and maintenance of user guides, FAQs, and operational documentation using platforms like Confluence and SharePoint.
• Communicate service updates, planned maintenance, and known issues effectively to user communities via appropriate channels.
• Collaborate with cross-functional teams to coordinate support activities, share insights, and drive continuous improvement initiatives.
• Monitor recurring support themes and escalate issues as appropriate, contributing to service enhancement strategies.
• Support the delivery of the product roadmap by providing user insights and feedback to product owners and stakeholders.
• Maintain accurate records of user requests, support activities, and technical issues to ensure compliance and quality standards.
• Participate in Agile team activities, adapting to changing priorities and contributing to team goals and outcomes.
• Continuously develop technical knowledge, analytical skills, and understanding of CIP-X products to improve support quality.

Benefits

Alongside a competitive salary of £37,682, HMRC contributes £10,916 towards your Civil Service Defined Benefit Pension scheme, providing financial security for your future. The organization promotes flexible and hybrid working arrangements, allowing you to balance your professional and personal commitments effectively. HMRC offers a generous leave entitlement starting at 25 days, increasing annually up to 30 days, alongside public holidays.

Additional benefits include pension contributions at a rate of at least 28.97% of your salary, family-friendly policies, personal support services, and opportunities for coaching and professional development. HMRC also provides a supportive environment that encourages continuous learning and career growth, ensuring employees have access to resources and training to enhance their skills and progress within the organization.

Equal Opportunity

HMRC is committed to fostering an inclusive and diverse workforce. We welcome applications from individuals of all backgrounds, regardless of race, gender, age, disability, sexual orientation, religion, or other protected characteristics. We believe that diverse perspectives and experiences are vital to our success and are dedicated to providing equal employment opportunities. Our policies and practices are designed to promote fairness, respect, and equal access to career development and progression opportunities for all employees.