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.
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