BI Analyst - Support

Key Responsibilities

1. Dashboard Support & Maintenance

• Serve as the primary support contact for existing Tableau dashboards.
• Troubleshoot issues, answer user questions, and assist with navigation and usage.
• Monitor dashboards to proactively identify and resolve performance or data issues before they escalate.

2. Incident Management & Issue Resolution

• Act as the first line of defense for incoming requests and incidents.
• Triage tickets, resolve quick fixes, and escalate complex issues to appropriate team members.
• Ensure timely diagnosis and resolution of dashboard-related problems to minimize downtime.

3. Ticketing System Ownership

• Help design, implement, and manage a structured ticketing system for analytics requests.
• Create a centralized intake process for issues, enhancements, and support needs.
• Track, prioritize, and report on incoming work to ensure visibility and accountability.

4. Operational Efficiency & Continuity

• Reduce dependency on individual contributors by distributing workload effectively.
• Support continuity of operations by maintaining documentation and standard processes.
• Help prevent reactive “fire drills” by establishing proactive monitoring practices.

5. Collaboration & Enablement

• Partner with dashboard developers to reduce interruptions and protect development momentum.
• Provide guidance and basic training to users to improve dashboard adoption and self-service.
• Collaborate with data teams to ensure data quality and consistency.

Requirements

• Experience administering Tableau Server and/or Tableau Cloud environments.
• Strong troubleshooting skills with dashboards, data sources, and performance issues.
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, or similar).
• Basic understanding of SQL and data structures.
• Strong communication skills with the ability to support both technical and non-technical users.
• Ability to prioritize tasks and manage multiple requests in a fast-paced environment.

Preferred Qualifications

• Experience setting up monitoring, alerts, and governance processes in Tableau.
• Exposure to data warehousing concepts and ETL processes.
• Experience building or supporting analytics workflows in a business environment.