Data Facilitator / Customer Service Support Analyst

About Us:

Metas Solutions excels in providing strategic consulting, program management, and data-driven analytics to federal public health agencies. Our expertise enhances health systems and delivers measurable outcomes, helping agencies achieve their mission. We collaborate with federal partners to implement agile solutions for national public health initiatives, driving impactful changes through cutting-edge programs that strengthen communities and promote well-being. See www.metassolutions.com for further details about us and careers with Metas.

Job Description:

Metas Solutions has an “immediate opening” for a talented Data Facilitator / Customer Service Support Analyst residing in the Atlanta, Georgia Metro Area. This role will support data and platform services, including help desk operations, user provisioning, data access control, records management, and cloud and analytic platform user support.

The successful candidate would be a strong communicator, organized, and detail-oriented. The candidate is a problem solver who is self-motivated to learn and anticipate user and client needs. The work is in a highly collaborative environment with individual tasks as well so the person should enjoy teamwork, take initiative, assess and suggest areas of improvement and potential solutions.

Responsibilities:

• Serve as data asset coordinator, assisting the staff with the administration of data acquisitions, tracking of data assets, and coordination of data releases and access readiness.
• Deliver user support and liaison services by responding to inquiries, coordinating meetings, documenting discussions, and maintaining ongoing communication with the staff and users.
• Deliver support desk functions by monitoring ticketing systems, creating and managing service tickets, resolving routine technical issues, providing status updates and resources, documenting issue resolution, and identifying recurring trends for escalation.
• Provide user provisioning and access management, including onboarding authorized users to Multi-User Share Tool (MUST) drives, scientific workstations, cloud data services, platforms, and analytic tools; tracking access approvals; tracking execution of required access documentation; and maintaining access records.
• Serve as a liaison between users and the Enterprise Data, Analytics and Visualization platform (EDAV) resources to support navigation of cloud platforms, analytic tools, and related services, leveraging approved documentation and quick-start guides.
• Communicate and collaborate effectively and transparently with other support teams within the CDC Data Hub to coordinate issue resolution and service delivery.
• Create and update operational and support documentation as required; participate in monthly documentation reviews to ensure assigned materials remain accurate, relevant, and current.
• Update Jira project tickets and weekly status documentation to communicate progress, roadblocks, next steps, and weekly priorities to stakeholders and team members.

Qualifications:

• Bachelor’s Degree with 2 years of experience; 1+ years of hands-on customer support and issue triage experience. Preferred Data Science or Public Health related degree with a focus on Data Analysis.
• Experience using Microsoft Dynamics, JIRA, or other ticket management or service platforms.
• Communicate verbally and in writing with all levels of employees and management.
• Microsoft Office, SharePoint and Teams experience
• Excellent communication and interpersonal skills to facilitate internal and cross-team collaboration and strong customer service.

Additional Qualifications:

• Experience with supporting Azure.
• Experience with supporting analytic tools such as Databricks, Power BI, etc.
• Experience developing and implementing customer support resources and internal SOPs and guidelines
• Experience with Power Platforms, Agent Builder, or Copilot Studio
• Locate in the Atlanta, GA area preferred.

Security Requirements:

• Must be US Citizen and with the ability to obtain a US Government security clearance (Public Trust 5) within a reasonable period.
• Market competitive salary, commensurate with experience and education.
• Comprehensive benefits package available, Medical, Dental, Vision and Life Insurance, Paid Time Off (PTO), 401K with company match, growth, and promotion opportunities.

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