Support Services Data Analyst

Internal Job Title: Support Services Analyst
Advertised Job Title: Support Services Data Analyst

Maintaining efficiency and economy in operations management requires flexibility in job assignments. While each employee shall have a primary responsibility for the job in which that employee has been hired or later promoted to, each employee may be expected to perform other jobs from time to time.

SUMMARY:
Under the direction of the Director of Support Services, the Support Services Analyst will work primarily in the Customer Service department, but will also assist with other duties across the Support Services division (PRONTO and Passenger Support, Customer Service, Information & Trip Planning, and the Transit Store) and within the Agency (Security, Bus Operations, Legal, etc.). The Support Services Analyst will assist with CRM case management, including customer and lost & found cases, call center data management, Support Services trends and operational analysis as well as other daily Customer Service functions.  Additionally, the role will support the data and analytics for MTS Bus Operations, including but not limited to developing and maintaining monthly monitoring reports, personnel reports, and other operator performance tracking related tools.

Application Review: Priority will be given to applications received by February 27, 2026. The position will remain open until filled. 

EXAMPLES OF DUTIES:

Essential Functions

• 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.

Duties May Include, But Are Not Limited To, The Following:

• Performs other duties as assigned.

QUALIFICATIONS:

Knowledge, Skills and Abilities

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 (and Spanish); 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 v