NEOGOV · 16 hours ago
Support Services Data Analyst
San Diego, CA
Full-time
Onsite
Mid Level
$59K/yr - $84K/yr
3+ years expNEOGOV is associated with the San Diego Metropolitan Transit System, seeking a Support Services Data Analyst to enhance operational efficiency within the Customer Service department. The role involves data analysis, CRM case management, and supporting various departments with performance tracking and reporting.
GovernmentSoftwareHuman ResourcesInformation TechnologyGovTech
Responsibilities
Prepares monthly Support Services and MTS Bus Operations reports summarizing results for all areas of department using a variety of data sources, tables, programs, and other service key performance indicator metrics
Uses the reporting and search functionalities within CRM, Salesforce, HASTUS and other systems to identify trends by departments, reason codes, routes, locations, etc. and shares this data by presenting at monthly cross-departmental meetings and through reports
Creates workbooks, pivot tables, Power BI dashboards, and other data analysis tools to improve performance results for the Agency through data driven campaigns
Prepares various data, financial and trend analysis regarding fares and departmental KPIs
Provides support for the Bus Operations and Security teams by retrieving and providing ridership reports for Agency issued PRONTO fare media data
Assists the PRONTO Support Center/Finance/Revenue departments with scheduled reports and fare products management
As directed by the business need, assists customers by processing and handling passenger phone calls, live chats, written communication, emails, and feedback received via the MTS web form regarding complaints, general inquiries, compliments, and suggestions, and enters this feedback into the MTS CRM system for proper investigation and/or documentation
Creates and manages detailed records of all customer feedback to ensure the proper recording of all passenger incidents
Assists in ensuring the accuracy of all customer case records in the CRM system, including the timely resolution of all cases
Assists in responding to requests for informational materials from customers via mail, email or in-person, including support for the PRA process for MTS Legal and similar requests from law enforcement
Spends approximately 20% of work time performing Customer Service duties, and the rest working on additional projects, reports that arise within the Support Services and Bus Operations departments
Performs other duties as assigned
Qualification
Required
Possess a high school diploma or GED equivalent
A minimum of three years of demonstrated experience in a fast-paced, professional customer service environment with increasing level of job responsibilities
Strong proficiency using Excel, Power BI, SAP, Salesforce, scripting languages, and other data analytics programs
Must possess and maintain a valid California Driver License or be able to utilize alternative transportation when needed to perform job-related essential functions
Knowledge of or ability to learn MTS policies and regulations
Ability to read, understand and apply MTS policies, regulations and union labor contracts
Ability to write letters, memoranda and reports using clear, concise and grammatically correct English
Ability to speak clearly, distinctly and effectively in person-to-person or small group situations using tact and diplomacy
Ability to coordinate and initiate actions necessary to implement decisions and delegate responsibilities to appropriate personnel
Ability to establish and maintain priorities in order to complete assignments by deadlines without detailed instructions
Strong organizational skills and demonstrated ability to multi-task
Skill in verifying the accuracy and completeness of forms and reports
Ability to learn and use other software that MTS might have or acquire
Fluency in Spanish (both written and spoken) is highly preferred
The successful candidate must be able to fulfill the physical demands of the job such as walking, stooping, sitting, bending, reaching for overhead files and occasional lifting (must be able to lift up to 15 pounds)
Must be able to operate a motor vehicle and perform tasks involving manual dexterity, such as use of a computer and 10-key
Work will at times require more than 8 hours per day or an irregular work week to perform the essential duties of the position
Preferred
College-level degree or comparable data work experience is preferred
Previous GIS and/or data coding experience is a plus
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
The Carlyle Group,Warburg PincusWarburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase