Data Facilitator / Customer Service Support Analyst

Metas Solutions; Atlanta (GA); Remote; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

PTO

401K match

Growth opportunities

Job summary

Metas Solutions, a federal public health consulting partner, is seeking a Data Facilitator / Customer Service Support Analyst for a remote role. You will support data and platform services, including help desk operations, user provisioning, access management, records handling, and cloud analytics.

The ideal candidate has strong communication skills, is organized, and enjoys teamwork while proactively addressing user and client needs.

Qualifications

• Bachelor's Degree with 2 years of experience and 1+ years of hands-on customer support and issue triage.
• Experience using ticket management or service platforms.
• Strong written and verbal communication across all levels.
• Proficiency with Microsoft Office and SharePoint.

Responsibilities

• Serve as data asset coordinator, assisting staff with data acquisitions, tracking assets, and coordinating releases.
• Deliver user support and liaison services by responding to inquiries and documenting discussions.
• Monitor ticketing systems, manage service tickets, and escalate recurring issues.
• Provide user provisioning and access management for cloud services and tools; track approvals.

Skills

Data support

Customer service

Ticketing systems

Microsoft Office

SharePoint

Education

Bachelor's degree

Tools

Azure

Databricks

Power BI

Job description

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. This role is a Remote position and 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 ADB 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 ADB staff and Data Hub users.
• Deliver help 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 shared drives, 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 enterprise 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 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 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.
• Experience using ticket management or service platforms.
• Communicate verbally and in writing with all levels of employees, customers, and management.
• Microsoft Office and SharePoint experience.
• Excellent communication and interpersonal skills to facilitate internal and cross-team collaboration and strong customer service.

Additional Preferred 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

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.

Notice on Candidate AI Usage

Metas Solutions is committed to maintaining a fair and competitive interview process for all candidates, based on their experience, skills, and education. To preserve the integrity and fairness of our interview process, candidates are expected to respond to all interview questions based on their own knowledge, skills, and experience. The use of artificial intelligence (AI) tools or other third-party resources to generate, assist with, or provide interview responses during phone, virtual, or in-person interviews is not permitted. Any use of AI-assisted responses during the interview process may result in disqualification from further consideration for employment.

We are an Equal Opportunity Employer/Veterans/Disabled