BI Analyst - Support

About this role

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.