Customer Communications & Service Senior Business Analyst

King County   Seattle, WA   Full-time     Information Services / Technology (IT)
Posted on November 15, 2021
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King County Metro Transit's Customer Communications & Services Section (CCS) is seeking an innovative Senior Business Analyst to serve as a focus and lead for improving business processes, reporting performance and helping the Section contribute toward Metro’s most important priorities as articulated in the Mobility Framework. We are looking for someone who is excited about analyzing and presenting complex data to tell stories that help us improve customer service and our business operations.
This new career-service position is responsible for performing analytical and statistical analysis on a variety of complex, multi-dimensional issues impacting Metro customer-facing programs and services. As a Senior Business Analyst, you will work with large (>10 GB) and small data sets containing both qualitative and quantitative data to improve Metro’s services. The position will help lead process improvement, as well as report and present on performance.

Job Duties

Applying equity and social justice principles is a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply equity and social justice principles that exemplify shared values, behaviors, and practices to all aspects of the work. As the CCS Senior Business Analyst, you will: 

  • Prepare and present performance dashboards, regular performance reports, and summaries of results and interpretations of findings for a wide range of audiences including agency leadership, employees, and community representatives. Present data and information in multiple formats that support stakeholder’s ability to understand issues, evaluate options, form accurate conclusions, and make decisions.
  • Establish and implement effective analysis practices and facilitate the continuous improvement of a how impact is measured.
  • Extract information from large (>10 gb) and small data sets to Identify correlations and patterns.
  • Build and maintain Power BI dashboards and reports to communicate data-driven trends and insights to leadership.
  • Utilize excellent verbal and written communication skills in order to convey technical information to non-technical users.
  • Evaluate past and current data and identify gaps or overlaps in measurements. Identify and develop measurement tools and indicators; collect, analyze and evaluate data to determine inefficiencies or weaknesses; provide recommendations for corrective measures.
  • Research and analyze a variety of operational and management issues to determine deficiencies; identify and recommend improvements to achieve greater efficiency, effectiveness and equity.
  • Support business teams in identifying and delivering significant and quantifiable business process improvements through application of process improvement methodologies.
  • Collaborate with Data Warehouse Administrators. Perform statistical analysis of data. Monitor data quality.
  • Perform other duties as assigned.

Experience, Qualifications, Knowledge, Skills

  • A Bachelor's degree in business, public administration, urban planning, policy administration, computer science or related field OR any combination of experience, education, and training that provides the required knowledge, skills and abilities to perform the work.
  • 2+ years of demonstrated experience of data gathering and analysis.
  • 2+ years of demonstrated experience in creating interactive business intelligence reports.
  • 1+ year experience in facilitation, group and individual presentations.
  • Advanced software skills with Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, and SharePoint).
  • Advanced analytical skills, knowledge of data manipulation, and experience conducting big data extracts.
  • Business process research, qualitative analysis and data-driven improvement experience in a large organization. Business process modeling at all levels.
  • Demonstrated experience of data gathering and analysis including experience working with both quantitative and qualitative data.
  • Demonstrated experience in creating interactive business intelligence reports that encourage business literacy and curiosity, utilizing BI tools such as MS Power BI and/or Tableau. 
  • Strong customer service skills. 
  • Adaptable, with experience in large-scale organizational change.
  • Experience with results oriented strategic thinking and decision making.
  • Expertise in facilitation, group and individual presentations to reach all levels of stakeholders.
  • Expertise in Business Process Management, including documentation, business problem definition, group process facilitation, solution modeling, and analysis.
  • Demonstrated experience in continuous improvement projects.
  • Demonstrated excellence in team building.

 Desired Qualifications
  • Ability to work effectively at all levels in an organization, including governmental agencies.
  • Strong teamwork orientation and demonstrated ability to work collaboratively with and through others.
  • Experience working with internal and external customers to synchronize competing needs and issues.
  • Skill in researching strategic issues, conducting analysis, problem solving and recommending
  • emerging technologies.
  • Experience working with multiple large datasets.
  • Experience working with codes / scripts, SQL, Python and/or R.
  • Experience giving data driven presentations to large groups of upper-level management.
  • Experience with large-scale organizational change.
  • Experience bringing meaning to data by storytelling.

Supplemental Information

Application & Selection Process 
An online employment application, resume, cover letter describing your interest, and answers to the supplemental questions are required.
Applicants will be screened for competitiveness, completeness, and written communication skills. The most competitive candidates may be invited to participate in one or more interviews.
Work Schedule 
This position is exempt from the provisions of the Fair Labor Standards Act and is therefore NOT eligible for overtime pay.  Work schedule is normally Monday through Friday, 8:00 a.m. – 5:00 p.m. Variations may be required depending on the demands and needs of the work.
Union Representation/Job Code/Grade
PROTEC17/286206/Grade 68
Work Location
The primary location of this position is in the King Street Center (201 S. Jackson St., Seattle, WA) Telecommuting is possible. 

Teleworking Requirement
The work associated with this position will be performed predominantly in a hybrid work environment working in the office and at home. Employees will have access to shared workspaces at various King County facilities. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements.
Employees may be provided with a County issued laptop and must maintain a workspace with an internet connection (access may be supplemented in some situations) where they can reliably perform work and remain available and responsive during scheduled work hours. Please note that when an employee conducts work that is likely to bring them in contact with another individual, safety precautions are required, including the wearing of masks in some situations. King County is doing its part to reduce the spread of COVID-19 and remains committed to reducing our carbon footprint.
King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will be joining an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment.  
COVID-19 Vaccination Requirement
King County Executive Branch employees are required to be fully vaccinated against COVID-19. If you are the successful candidate for the position you applied for, the County will send you a conditional offer letter.

As a condition of employment, prior to a final offer of employment, you will be required to:
• submit proof of vaccination or
• have an approved request for medical or religious exemption and an approved accommodation. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.

People are considered fully vaccinated against COVID-19 two weeks after receiving the final dose of a vaccination approved by the Center
To Apply
If you are interested in pursuing this position, please follow the application instructions carefully. If you need this announcement in an alternate language or format, would like to request accommodation or assistance in the application or assessment process or if you have questions please contact:  Sianna Weicuss,
Forbes recently named King County as one of Washington State's best employers.

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play. 
Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles--we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.
The Executive Branch includes employees in the Executive branch, the Assessor’s Office, Elections, the King County Sheriff’s Office, and the Executive Office. King County is an Equal Employment Opportunity (EEO) Employer. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.  

King County offers a highly-competitive compensation and benefits package designed to meet the diverse needs of our employees and support our employees' health and well-being.  Eligible positions receive the following benefits and have access to the following programs:

  • Medical, dental, and vision coverage: King County pays 100% of the premiums for eligible employees and family members
  • Life and disability insurance: employees are provided basic coverage and given the opportunity to purchase additional insurance for both the employee and eligible dependents
  • Retirement: King County employees are eligible to participate in a pension plan through the Washington State Department of Retirement Systems and a 457(b) deferred-compensation plan
  • Transportation program and ORCA transit pass
  • 10 paid holidays each year (plus 2 personal holidays)
  • Generous vacation and paid sick leave
  • Paid parental leave, family and medical leaves, and volunteer leave
  • Flexible Spending Account
  • Wellness programs
  • Onsite gyms and activity centers
  • Employee giving program
  • Employee assistance programs
  • Flexible schedules and telecommuting options, depending on position
  • Training and career development programs
For additional information about employee benefits please visit our Benefits, Payroll, and Retirement Page.

This is a general description of the benefits offered to eligible King County employees, and every effort has been made to ensure its accuracy.  If any information on this document conflicts with the provisions of a collective bargaining agreement (CBA), the CBA prevails.  Also, in the event of any incorrect information in this document, applicable laws, policies, rules, CBAs, or official plan documents will prevail.
NOTE:  Benefits for Term Limited Temporary (TLT) or Short Term Temporary (STT) positions, including leave eligibility and/or participation in the pension plan through the Washington State Department of Retirement Systems, will vary based upon the terms and details of the position. Short Term Temporary positions are not eligible for an ORCA transit pass.
For inquiries about the specifics of this position, please contact the recruiter identified on this job posting.

The minimum qualifications for this position starts with "A Bachelor's degree in business, public administration, computer science or related field and related business process analysis and improvement experience, which includes facilitation and leadership experience OR any combination of experience, education, and training that provides the required knowledge, skills and abilities to perform the work." Please indicate which best describes your qualification for this position.
  • A bachelor's degree (or higher) in business, public administration, computer science or related field and related business process analysis and improvement experience, which includes facilitation and leadership experience
  • Or, Equivalent combination of experience and education
  • None of the above
Which Microsoft Office software programs are you skilled with at the intermediate to advanced level?
  • Word
  • Excel
  • Outlook
  • PowerPoint
  • SharePoint
If you are a current King County employee, please indicate below which union you belong to. If you are not a King County employee, or are a King County employee not represented by a union, please put "N/A".
Are you applying to this position as an eligible Current or Previous King County Employee Priority Placement Program Participant AND Is this position the same or lower percentage of full-time when compared to the position held at the point of the notification of layoff AND Do you possess the skills and abilities to qualify for this position?
  • Yes, I was given a layoff notice from my role at King County AND I am within two years of the effective date of my layoff. AND The position I was laid off from was the same or a higher percentage of FT status when compared to this one.
  • No.
If you answered yes to the question above and you are applying for this position as a Priority Placement Participant, to be considered, you must provide the following three pieces of information in the space provided: 1. The title you held when you received your layoff notice 2. The department you worked in 3. The effective date of your layoff
I certify that the statements made by me on the application and supplemental questions are, to the best of my knowledge, true, complete and correct. I understand that any misrepresentation or material omission of fact on this or any other document required by King County may constitute grounds for rejection, or if employed by King County, for disciplinary measures, including dismissal.
  • Yes
  • No

Required Question