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Role Description

Index Analytics is seeking a dedicated and technically skilled Data Support Specialist to join our team in support of Government contracts, with a primary focus on the client’s applications. This role is ideal for someone who thrives in a fast-paced, Agile environment and is passionate about delivering exceptional customer support and technical troubleshooting.

As the first line of contact for users and stakeholders, you will provide support across multiple channels in a Tiered support framework, ensuring timely and professional resolution of inquiries and issues. You will collaborate closely with development teams, Scrum teams, and leadership to conduct data analysis, identify bugs, test new features, and contribute to continuous improvement efforts.

This position requires availability during standard business hours (Monday to Friday, 9:00 AM–5:00 PM ET), with extended support hours around specific business products release cycles.

Responsibilities

• Provide timely responses to user data inquiries through a Tier 1 multi-channel Help Desk support for users and stakeholders.
• Triage user requests into appropriate tier to enable rapid responses to meet or exceed the established SLA.
• Clearly identify criteria to validate, escalate, and provide expedited resolution to urgent data requests.
• Research data support tickets and write detailed descriptions of user needs, program functions, and steps required to develop or modify data engineering processes and applications.
• Troubleshoot bugs and defects in support of application development and operations.
• Participate in daily Agile stand-ups and other sprint ceremonies with Scrum Teams, as needed.
• Support the development of monthly and ad hoc reports for delivery of Helpdesk metrics, data usage, and inquiry trends analysis as needed.
• Report defects, bugs, and errors to the product teams after investigation.
• Master the technical skills needed for the ticketing tool to effectively handle email inquiries and callback requests.
• Respond to stakeholder inquiries in a timely, professional manner.
• Assist with the development and improvement of Standard Operating Procedures, standards, and documentation.
• Contribute to the creation and maintenance of automated scripts for immediate support, code templates, and default visualizations to provide users with business value in a no-code environment.
• Support the implementation of solutions that leverage AI and NLP capabilities to improve data research along with training for users.
• Contribute to the project’s knowledge management system.

Qualifications

• US citizen or Authorized to Work and lived in the US for 3 of the last 5 years. Must be able to obtain a U.S. Federal government client badge and pass a government Public Trust.
• Bachelor’s Degree with 2+ years of experience.
• Excellent verbal and written communication skills.
• Ability to work closely with CMS customers as well as the development teams and SMEs as needed.
• Prior experience conducting data analysis using tools such as Python, SAS in a cloud-based data repository including Databricks and/or Snowflake.
• Prior experience utilizing visualization tools such as Power BI, Quicksight, and Tableau to conduct research on user inquiries and troubleshoot issues.

Benefits

• Competitive salary range: $129,200.00 - $184,800.00 Salary/year.
• Health and retirement benefits.
• Discretionary bonuses.
• Reimbursement for professional development opportunities.

Company Description

Index Analytics provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.