Data Support Specialist

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 writes detailed description 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. 
• Assists 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.