Functional Analyst III - CITRS
King County
Seattle, WA
Full-time
Information Services / Technology (IT)
Posted on August 17, 2024
Salary
$102,960.00 - $124,488.00 Annually
Location
Seattle, WA
Job Type
Career Service, Full Time, 40 hrs/week
Job Number
2024MT22302
Department
MTD - Metro Transit
Division
Mobility
Opening Date
08/16/2024
Closing Date
9/8/2024 11:59 PM Pacific
FLSA
Exempt
Bargaining Unit
C4 : PROTEC17-P&T-MTD
Full- or Part-Time
Full Time
This recruitment is only open to current King County Metro employees who have successfully completed their initial probation period or current King County Metro TLT employees.
Organization: King County Metro, Mobility Division, Customer Communication and Services (CCS) Section
Location: Transit Control Center (confidential location), King Street Center, located at 201 S Jackson St., and telework.
The Customer Information Technological Resources and Solutions (CITRS) team within King County Metro's Mobility Division, Customer Communication and Services (CCS) Section is seeking an innovative, customer-focused Functional Analyst III (FA III) to join our team!
As part of the CITRS team, you will play a vital role in delivering an excellent rider experience by administering key systems that enable customers and Metro riders to use transit services, receive real-time information for planned and unplanned service disruptions and easily travel across the county and the region. You will also provide advanced analysis of complex systems by gathering data, developing reporting mechanisms and facilitating process improvement projects. Working under the supervision of the CITRS chief or designee, you will be responsible for analyzing our business practices, identifying improvement opportunities, facilitating continuous improvement discussions, developing, and visualizing performance metrics, creating reports, developing SharePoint applications and workflows, and supporting special projects related to rider information and customer experience.
Position Overview: We are seeking a candidate who is enthusiastic about leveraging technology to enhance the customer experience in a dynamic environment with rapidly evolving customer needs and demands. The work environment within the CITRS team is fast paced, with evolving priorities, deadlines, and details. We expect all team members to be inclusive, and team-oriented and demonstrate exceptional collaboration skills while working in a cross-functional team environment. We place a strong emphasis on providing excellent customer service internally and externally, to various stakeholders and the community.
What Does Metro's CITRS Team Do?
The CITRS team serves as the primary source for digitally disseminating transit information to customers who use Metro Transit and Metro-operated services. We administer various information systems, channels, platforms, and user interfaces to facilitate trip planning and distribute real-time service updates. Our scope encompasses a wide range of tools and platforms, including Metro's Online Trip Planner, Salesforce, IBI Transit Alert system, Real Time Information Sign displays, WordPress, GovDelivery, WebTool Enunciator, Sprout Social, and multiple social media sites.
Eligibility Pool: This recruitment will be used to fill one (1) Functional Analyst III (FA III). In addition, this selection process may be used to generate an eligibility pool for future career service vacancies that may occur in this classification within the Mobility Division. The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority.
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.
Functional Analyst III Job Duties:
System Support:
We are looking for candidates that meet the following minimum qualifications:
HR Policy County Operations During Emergency Situations
King County Guidelines for Workforce Management in an Emergency
Application & Selection Process
All the application materials will be screened for qualifications, competitiveness, completeness, and communication skills. The most competitive candidates may be invited to participate in one or more interviews and/or a writing/skills test.
NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs during the last 10 years listed (listing each position for each employer separately), duties explained, reasons for leaving etc.
Applications that are not complete, or do not include the required materials, may be rejected as incomplete, and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at: www.kingcounty.gov/jobs .
Who May Apply
This recruitment is only open to current King County Metro employees who have successfully completed their initial probation period or current King County Metro TLT employees.
Work Schedule
This position generally operates within day shift hours, Monday through Friday. As an exempt role under the Fair Labor Standards Act , it is not eligible for overtime pay. The role involves handling emergencies and may require meeting with vendors and responding outside of normal working hours.
Work Location
The primary work sites for this role are the Transit Control Center (confidential location) and King Street Center, located
at 201 S Jackson St., Seattle, WA 98104.
Teleworking Requirement
The work associated with this position will be performed through a combination of teleworking complemented with onsite work and may be require working onsite, attending meetings, and collaborating with partners outside of normal business hours. Onboarding training is conducted primarily onsite. The primary work sites for this role are the Transit Control Center (confidential location) and King Street Center, located at 201 S Jackson St., Seattle, WA 98104.
Employees will be provided with a county-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.
King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment.
Employees must reside in Washington State and within a reasonable distance of their King County worksite to respond to workplace reporting requirements.
Union Representation /Job Code/Grade
Protec 17 /Job Code 733502 / Range 62
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: Manal Tirhi, mtirhi@kingcounty.gov
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.
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:
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.
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.
$102,960.00 - $124,488.00 Annually
Location
Seattle, WA
Job Type
Career Service, Full Time, 40 hrs/week
Job Number
2024MT22302
Department
MTD - Metro Transit
Division
Mobility
Opening Date
08/16/2024
Closing Date
9/8/2024 11:59 PM Pacific
FLSA
Exempt
Bargaining Unit
C4 : PROTEC17-P&T-MTD
Full- or Part-Time
Full Time
Summary
This recruitment is only open to current King County Metro employees who have successfully completed their initial probation period or current King County Metro TLT employees.
Organization: King County Metro, Mobility Division, Customer Communication and Services (CCS) Section
Location: Transit Control Center (confidential location), King Street Center, located at 201 S Jackson St., and telework.
The Customer Information Technological Resources and Solutions (CITRS) team within King County Metro's Mobility Division, Customer Communication and Services (CCS) Section is seeking an innovative, customer-focused Functional Analyst III (FA III) to join our team!
As part of the CITRS team, you will play a vital role in delivering an excellent rider experience by administering key systems that enable customers and Metro riders to use transit services, receive real-time information for planned and unplanned service disruptions and easily travel across the county and the region. You will also provide advanced analysis of complex systems by gathering data, developing reporting mechanisms and facilitating process improvement projects. Working under the supervision of the CITRS chief or designee, you will be responsible for analyzing our business practices, identifying improvement opportunities, facilitating continuous improvement discussions, developing, and visualizing performance metrics, creating reports, developing SharePoint applications and workflows, and supporting special projects related to rider information and customer experience.
Position Overview: We are seeking a candidate who is enthusiastic about leveraging technology to enhance the customer experience in a dynamic environment with rapidly evolving customer needs and demands. The work environment within the CITRS team is fast paced, with evolving priorities, deadlines, and details. We expect all team members to be inclusive, and team-oriented and demonstrate exceptional collaboration skills while working in a cross-functional team environment. We place a strong emphasis on providing excellent customer service internally and externally, to various stakeholders and the community.
What Does Metro's CITRS Team Do?
The CITRS team serves as the primary source for digitally disseminating transit information to customers who use Metro Transit and Metro-operated services. We administer various information systems, channels, platforms, and user interfaces to facilitate trip planning and distribute real-time service updates. Our scope encompasses a wide range of tools and platforms, including Metro's Online Trip Planner, Salesforce, IBI Transit Alert system, Real Time Information Sign displays, WordPress, GovDelivery, WebTool Enunciator, Sprout Social, and multiple social media sites.
Eligibility Pool: This recruitment will be used to fill one (1) Functional Analyst III (FA III). In addition, this selection process may be used to generate an eligibility pool for future career service vacancies that may occur in this classification within the Mobility Division. The eligibility pool will be retained for 12 months from the date of posting and may be used at the discretion of the hiring authority.
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.
Functional Analyst III Job Duties:
System Support:
- Act as the technical Subject Matter Expert (SME) and system administrator for multiple customer-facing and internal systems and processes, including Metro's online regional Trip Planner, Salesforce CRM, WebTool Enunciat transit alert systems, digital signage, social media management tools, and more.
- Maintain system data and system integrity by evaluating and coordinating the correction of system problems, developing solutions, and resolution documentation.
- Facilitate complex system changes by identifying, analyzing, and prioritizing system change requests. Assess potential system-wide impacts of proposed module configuration changes.
- Provide support, troubleshoot problems, and training to end users.
- Utilize excellent verbal and written communication skills to interact professionally with diverse groups, senior leaders, managers, and subject-matter experts.
- Actively engage with internal and external partners to support and improve rider communications.
- Convey technical information to non-technical users.
- Work with the CITRS chief or designee to prepare performance dashboards, regular performance reports, and summaries of results and interpretations of findings for a wide range of audiences including agency leadership, and internal and external stakeholders and audiences.
- Gather, define, and translate complex system requirements into functional specifications.
- Work with the CITRS Chief or designee to document findings and specifications, develop system integration test plans and propose efficiencies and business process improvements.
- Troubleshoot, track, resolve, and document significant system problems and issues requiring advanced technical expertise.
- Analyze and test proposed system interfaces, enhancements, and upgrades before implementation.
- Support application modifications, business process improvements, system configuration changes, and other related application functions.
- Work with the CITRS Chief or designee to develop acceptance criteria.
- Train internal users and partners, and document enterprise application systems.
- Prepare system documentation. Draft business cases, complex technical analysis, and data/workflow documentation.
- Provide routine and emergent real-time transit service disruption information to the public, using a variety of alerting tools and social media channels to deliver commute information to the public.
- Perform other related duties as assigned.
Experience, Qualifications, Knowledge, Skills
We are looking for candidates that meet the following minimum qualifications:
- A bachelor's degree in information technology, business administration, computer science , or related field , at least three (3) years of increasingly responsible technical experience working with information systems, providing business system support/enhancement , and providing technical problem resolution for system users , OR
- any combination of education and experience of at least four (4) years of relevant experience that clearly demonstrates the ability and skill to perform the scope of the job duties of the position.
- Demonstrate ability to interpret and present complex data and topics in a clear and accessible manner to all audiences.
- Intermediate skills in MS Office Suite and 365: Excel, Word, Adobe Acrobat, SharePoint, and OneDrive. Two or more years of customer service experience demonstrating strong customer service skills.
- General knowledge and experience in transit service operations, terminology, or service provision.
- A thorough understanding of grammar rules, punctuation, and sentence structure, to effectively convey information clearly and concisely to suit the intended audience.
- Act independently and make decisions confidently within the scope and area of responsibility, even when faced with incomplete information, competing demands, and tight deadlines.
- Excellent attention to detail, with demonstrated analytical, problem-solving, and research skills.
- Able to develop strategies to help address business improvement and service needs through data analytics and research.
- Demonstrated ability to work collaboratively and successfully with a diverse group of individuals from a variety of different positions and backgrounds, to develop partnerships, negotiate agreements, and facilitate consensus.
- Strong organizational abilities and analytical skills.
- Flexibility and the ability to prioritize and work effectively and cooperatively on complex tasks within tight time and budget constraints, and to readily change priorities as needed or as directed.
- Demonstrated personal integrity, reliability, and dependability.
- Knowledge of and experience with operationalizing racial equity and inclusion principles, strategies, and indicators.
- Direct recent (within the last five years) experience with Metro's Online Trip Planner, Salesforce, IBI Transit Alert system, ConnectPoint E-Paper Real Time Information Sign displays, WordPress GovDelivery, WebTool Enunciator, Sprout Social, and multiple social media sites.
- Advanced knowledge of MS Office Suite, SharePoint, and BI tools such as MS Power BI
- Experience in creating interactive business intelligence reports that encourage business literacy and curiosity, utilizing BI tools such as MS Power BI.
- Advanced skills in relational databases, automated systems data modules, data models, table relationships, and views.
- Selected candidates must be able to participate in emergency assignments and report to work onsite at locations such as the Transit Control Center as requested.
- The ability to carry, monitor, and use one or more County-issued mobile devices.
- Rotational on-call duties on evenings and weekend as requested.
HR Policy County Operations During Emergency Situations
King County Guidelines for Workforce Management in an Emergency
Supplemental Information
Application & Selection Process
- An online King County application , updated with accurate contact information and a l l relevant work histor y g oin g back 10 years (or more, if necessary), with all duties, dat e s of employment, and reasons for leaving explained clearly in the work experience section of the application.
- R esume.
- A Cover letter no longer than two pages summarizing how you meet the required (and desired, if applicable) experience, qualifications, knowledge, and job skills listed above.
- Complete all supplemental questions .
All the application materials will be screened for qualifications, competitiveness, completeness, and communication skills. The most competitive candidates may be invited to participate in one or more interviews and/or a writing/skills test.
NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs during the last 10 years listed (listing each position for each employer separately), duties explained, reasons for leaving etc.
Applications that are not complete, or do not include the required materials, may be rejected as incomplete, and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at: www.kingcounty.gov/jobs .
Who May Apply
This recruitment is only open to current King County Metro employees who have successfully completed their initial probation period or current King County Metro TLT employees.
Work Schedule
This position generally operates within day shift hours, Monday through Friday. As an exempt role under the Fair Labor Standards Act , it is not eligible for overtime pay. The role involves handling emergencies and may require meeting with vendors and responding outside of normal working hours.
Work Location
The primary work sites for this role are the Transit Control Center (confidential location) and King Street Center, located
at 201 S Jackson St., Seattle, WA 98104.
Teleworking Requirement
The work associated with this position will be performed through a combination of teleworking complemented with onsite work and may be require working onsite, attending meetings, and collaborating with partners outside of normal business hours. Onboarding training is conducted primarily onsite. The primary work sites for this role are the Transit Control Center (confidential location) and King Street Center, located at 201 S Jackson St., Seattle, WA 98104.
Employees will be provided with a county-issued laptop and must maintain a home workspace with an internet connection where they can reliably perform work and remain available and responsive during scheduled work hours.
King County has a robust collection of tools and resources to support working remotely. The individual selected for this opportunity will join an innovative and progressive team that is redefining how we work as we transition to the department's hybrid environment.
Employees must reside in Washington State and within a reasonable distance of their King County worksite to respond to workplace reporting requirements.
Union Representation /Job Code/Grade
Protec 17 /Job Code 733502 / Range 62
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: Manal Tirhi, mtirhi@kingcounty.gov
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.
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
- 12paid holidays each year plus twopersonal holidays
- Generous vacation and paid sick leave
- Paid parental,family and medical, and volunteer leaves
- Flexible Spending Account
- Wellness programs
- Onsite activity centers
- Employee Giving Program
- Employee assistance programs
- Flexible schedules and telecommuting options, depending on position
- Training and career development programs
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.
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.
