King County Metro Transit is seeking to fill two Functional Analysts III (FA IIIs) positions to serve in the Customer Information Technological Resources & Solutions (CITRS) work group in the Mobility Division. The FA IIIs will join a dedicated, diverse team that communicates accurate, up-to-date information about Metro Transit routes, stops and connections in a way that improves our customers’ experience and satisfaction.  
 

What does Metro's CITRS Team do? 
The CITRS team is the link between internal transit information and the customers who ride Metro Transit, Sound Transit and other Puget Sound transit agencies. The team administers multiple information systems, channels, platforms and user interfaces to help customers provide feedback, plan their trips and get the latest information about service disruptions and changes, and real-time arrivals and departures. The scope includes Metro’s regional trip planner; Salesforce customer relationship management system; Twitter, Facebook and other social media sites; Transit Alerts; aspects of Metro‘s website; and several internal applications, systems, tools and processes that support customer communications and services.

 
We are seeking people who can quickly gather, analyze, distill, and communicate service information during normal transit service, planned service disruptions and emergency situations. The most competitive candidates are comfortable navigating various technology platforms and are curious about how to improve the experiences of a diverse customer base, at a time when our customers’ demands are rapidly changing. Excellent writing, editing and digital map creating skills are a plus. 

Work conditions on this team are fast-paced, as priorities, deadlines and details change often. CITRS work requires a strong commitment to the provision of excellent customer service and demonstrated abilities in teamwork and collaboration with co-workers as well as with many other internal and external stakeholders.

Who May Apply and Position Information: 

We are accepting applications from everyone. This recruitment process will be used to fill two immediate career service vacancies. This recruitment will also be used to establish an eligibility pool to fill future career service, TLT or SDA Functional Analyst III vacancies within the Customer Information Technological Resources & Solutions (CITRS) group that may occur within the next 12 months from the establishment of the pool, at the discretion of the hiring manager.

Forms and Materials Required

An online employment application completed at www.kingcounty.gov/jobs is required. A resume and a cover letter summarizing your interest in and qualifications for this position are also highly recommended.  See application instructions at the end of this posting for more details.

For more information regarding this recruitment, please contact: 

Mara Cardenas

Senior Talent Advisor

206-477-2358

Mara.Cardenas@kingcounty.gov

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 a Functional Analyst III, you will also:

• Provide knowledgeable and articulate written and verbal information or responses to support the needs of Metro Transit customers, internal staff and all other stakeholders.
• Work on-site at the Link and Transit Control Centers (LCC/TCC) to provide “real time” service disruption information to bus and Link riders across multiple channels and platforms. (On-site schedules are on a rotation basis and subject to change.)
• 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. (During emergency weather or other situations CITRS staff work special shifts in order to provide 24/7 alerting and support coverage.)
• Promote equity and foster an equitable, diverse and inclusive work environment.
• Cultivate a work environment that actively encourages diverse viewpoints, embraces and appreciates diversity, expects and ensures mutual respect, and promotes collaboration and cooperation.
• Administer and support multiple customer-facing and internal systems and processes, including Metro's online regional Trip Planner, the "C3" Salesforce CRM, Webtools and more.
• Compile, analyze, research, prepare, edit and publish routine transit-related service data, reports and information to and for CITRS-administered and supported systems, as well as for other agency systems, reports and publications. (Data preparation and provision is complex, and performed concurrently at the real-time/current, daily, weekly, bi-weekly, monthly, service change/quarterly, annual and long-range planning levels.)
• Perform other related duties as assigned.

• Experience working in public transportation, public administration, information technology or a related field.

• Two or more years of customer service experience demonstrating strong customer service skills.

• Demonstrated experience with common office equipment, systems and software, including proficiency in MS Word, MS Excel, MS Outlook and the internet. Familiarity with Microsoft Teams, Access, and SharePoint.

• Demonstrated ability to readily learn new systems and applications.

• The desire to be part of a unique, self-motivated, proactive, dynamic workgroup with responsibility for communicating high-visibility 24/7 information.

• 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 to facilitate consensus.

• Demonstrated strength in oral and written communications.

• Strong organizational abilities and analytical skills.

• General knowledge and experience in transit service operations, terminology and service provision.

• Demonstrated skill and experience in data analysis and data management.

• 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.

• Demonstrated self-motivation and the ability to work independently, as a member of a team, and to be able to take direction from multiple levels of supervision, as well as from peers.

Desired Qualifications:

• Two or more years of post-high school education, or the equivalent experience, in public transportation, public administration, information technology or a related field.

• Experience with GIS and ability to make maps for simple customer communications.

• Experience with or knowledge of databases, or reporting, presentation or information sharing software and applications, such as, but not limited to ADOBE Applications, Salesforce and Microsoft Office 365.

• Demonstrated and successful leadership experience or recent experience in a position with increasing levels of responsibility.

• The ability to manage change, and utilize available – or find new - resources, collaborate with others and resolve conflicts and discrepancies in materials or processes.

• Demonstrated familiarity with continuous improvement practices.

Necessary Special Requirements:

• Selected candidates must be able to participate in rotating and on-demand, on-call and emergency assignments AND report to work for varying shifts at remote locations (transit or non-transit locations) as necessary.

• The ability to carry and monitor and use one or more County-issued mobile devices.

Ready to Apply?

Complete an online application and answer the supplemental questionnaire at www.kingcounty.gov/jobs.  A resume and cover letter are highly recommended. The cover letter should tell us how your experience meets or exceeds to the qualifications listed for the job and why you are interested in this position.

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 all 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.   

Selection Process

Applications, including the cover letter and resume, will be screened for qualifications. The most competitive candidates will be invited to proceed to the next stages of the selection process. The selection process will include a panel interview and possibly testing. Reference checks will be conducted.

Work Schedule

This position is exempt from the provisions of the Fair Labor Standards Act, and is therefore not eligible for overtime pay. The work schedule is Monday through Friday, 8:00 a.m. – 5:00 p.m., but work outside of the normal workday will be required.

Temporary Telecommuting Requirement

The work associated with this position will be performed predominantly in a hybrid work environment; through a combination of teleworking complemented with onsite work and meetings as needed. Individuals selected for the Functional Analyst III positions will be required to come into the Transit Control Center on a rotating schedule. 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 will 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. 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.  

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.

Covid-19 Vaccination Requirement

As of October 18, 2021, most* King County employees are required to be fully vaccinated against COVID-19. If hired, you will be required to submit proof of vaccination by October 18th. People are considered fully vaccinated two weeks after their second dose in a two-dose series or two weeks after a single-dose vaccine. Employees may make requests for a reasonable accommodation based on a medical disability or for sincerely held religious beliefs. Philosophical, political, scientific, or sociological objections to vaccination will not be considered for an exemption or accommodation.

This directive applies to 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.

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 your recruiter listed on this job announcement.