Technical Analyst & Systems Administrator, Functional Analyst III (Career Service)

Summary

King County Metro Transit has a unique opportunity a Technical Analyst and Systems Administrator (Functional Analyst IlI) in the Transit Technology Operation and Services section. The Functional Analyst Ill is a senior position providing Tiers II and Ill support in a complex system-driven environment. The successful candidate will function as a liaison between Operations, King County IT, field maintenance groups and vendors, in functional analysis, design, configuration, testing and maintenance of applications to ensure optimum system performance. The ideal candidate for this position will be flexible, have a strong technical background and exceptional customer service and medium-to advanced process documentation skills with the ability to take an issue and drive it to resolution.

The Functional Analyst Ill will join a small group of operations technical analysts assigned to manage the technology systems used in the daily operation of Metro Transit service supporting critical life/safety systems requiring knowledge of ITIL Best Practices to ensure a stable and predictable environment. These Systems are on buses, in the Transit Control Center (TCC), on the roadside and in the back offices. They support vehicle operations, dispatch and service management, fare payment, passenger information, signal priority, communications, transit data collection and analysis, and other functions.

The Functional Analyst Ill will work with diverse teams and individuals in a variety of roles to ensure successful, full-time operation of these systems and excellent end-user customer service. The major systems to be supported are:

• OBS/CCS: On Board Systems/Central Computer Systems

• An integrated Computer Aided Dispatch/Automated Vehicle Location system handling bus location, schedule, interior and exterior electronic signs and announcements, service coordination and other service operations.

• ORCA: One Regional Card for All

• The regional electronic fare payment hardware

• RTIS/SIRI: Real Time Information Signs/Standard Interface for Real-time Information

• The real-time Information signs displaying bus arrival times, and the Transit real-time data feed.

• TSP: Transit Signal Priority

• An on-board and roadside system providing priority for buses at signalized intersections.

• TRS: Transit Radio System

• The wide area, low bandwidth transit data/voice radio system providing communications between the transit control center and the bus fleet.

• ITS Network: Intelligent Transportation Systems - the fiber-optic and short range, high bandwidth wireless network providing data communications for buses and roadside systems at transit bases and on some transit service corridors.

• On-Site Transit Coordinator Support: 24/7 on-call support, user management, basic desktop support, and system problem resolution and/or escalation.

The functional analyst staff in this group performs many tasks and activities in support of these systems and the related business processes. In addition to normal system operations and maintenance, they may also support the development and/or integration of new systems or support expansion of existing systems.

This recruitment will be used to fill one (1) Career Service Functional Analyst Ill. 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 this workgroup. 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.

NOTE: We currently have a second additional opening for this role as a Term Limited Temporary/Special Duty Assignment position type. If you are interested in being considered for both openings, you must apply to both postings.

Apply to the other opening here: Technical Analyst & Systems Administrator, Functional Analyst Ill (TLT/SDA)

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 Technical Analyst and Systems Administrator you will:

• Support: Provide end-to-end operations support in an ITIL environment of service management. Participate in (24x7) on-call rotation supporting TCC.

• Analysis: Analyze systems data, develop, and present options to automate, improve, upgrade, and adapt functionality to align with ITSM continuous improvement.

• Incident Management: Collaborate with peer analysts, vendors, and King County Information Technology (KCIT) to restore normal service operation within service level objectives including communication, escalation, restoration of service, root cause analysis, and KB updates.

• Change Management: Identify necessary production changes from incident maintenance, and release information. Perform impact assessments, develop, execute, and update test plans, submit change requests, and execute changes.

• Partnership: Build collaboration and coordinate resources with internal and external partners including vendors, different parts of KCIT and teams across Metro department.

• Documentation: Write, test, and maintain Tier I, II and Ill incident, change and maintenance (runbook) knowledge base (KB) articles to ensure sustainable day to day operations and business continuity for customers. Contribute to system and process documentation to support partner businesses and KCIT.

• Reporting: Prepare and publish system performance and effectiveness reports, contribute to Metro's operational dashboards and monitoring alerts and communication business rules.

• Automation and Tooling: Develop and maintain systems management tools.

• Project Support: Act as a subject matter expert (SME) on assigned transit projects.

• Other duties as assigned.

Experience, Qualifications, Knowledge, Skills

We are looking for candidates who have:

• A Bachelor's Degree in Information Technology or related area with coursework covering technology, data management and analysis, and networking, AND three years of progressively responsible experience as a technical analyst bridging business operations and technology systems; OR an equivalent combination of education and experience providing demonstrably more complex support in an IT environment.

Knowledge

• Knowledge and understanding of wireless communications, networks, and wireless distribution systems.

• Knowledge of system security, backup disaster recovery and business continuity for customer facing systems

• Familiarity with project management techniques and principles

Experience

• Working successfully in a team environment and providing excellent customer service

• Working with Client/server architecture

• Working with and maintaining confidentiality of sensitive data. Effectively handle highly-sensitive information with sound judgment, tact, and discretion.

• Providing Tier Ill support in an ITIL, IT Service Management, OSI or Swimlane end-to-end support service model environment.

• Delivering functional and system analysis in an SLA-driven production environment troubleshooting supported systems.

• Analyzing diverse datasets via SQL and Excel query in support of service restoration, root cause analysis, symptom prevention, decision-making, and continuous improvement.

• Developing solutions using automation, scripting, and programing.

• Configuring and tuning system-monitoring tools to provide actionable system/event alerts.

• Supporting a predominantly Microsoft environment, including troubleshooting, monitoring, and tuning performance, and managing application and infrastructure lifecycle.

Skills

• Working collaboratively and building trust and rapport with others.

• Driving mathematical prioritization models and actively prioritizing workload and problem management with a clear understanding of the distinction between operational and issue prioritization

• Proficient user of MS Visio to produce process documentation.

• Excel Pivots, SOL, or other data analysis tools

• Demonstrated network troubleshooting skills, including both wired and wireless infrastructure.

• Documentation and process authoring skills and the ability to communicate technology and process to a non technical audience.

Highly competitive candidates will have (desired, but not required):

• Knowledge and familiarity with King County Metro Transit or equivalent systems (Transit Automatic Vehicle Location (AVL) systems, Computer Aided Dispatch (CAD), Electronic Fare Payment systems, Transit Signal Priority (TSP) systems, Intelligent Transportation Systems (ITS), and Real Time Transit Information feeds, including specific software applications used to support and provision these systems.

• One or more of the following or related industry-recognized certifications: MCITP, ITIL, MCSE, etc.

• Experience with test cases, managing testing, regression testing, smoke testing, and quality control of system enhancements or fixes.

• Experience providing system administration of complex integrated systems.

• Experience using report and query writing languages.

• Familiarity with applications written in Java.

• Ability to work with data in many mediums such as relational databases, flat files, XML, and/or text files.

• Experience troubleshooting Cisco and Cradlepoint (or similar cellular networking solution) wireless routers.

Supplemental Information

To Apply

The following application materials are required:

• An online King County application. Updated with accurate contact information, and relevant work history going back at least 10 years (or more, if necessary), with all job duties, dates of employment, and reasons for leaving explained clearly.

• Resume

• Completed supplemental questions.

• A cover letter. Describing how your education and/or experiences make you a good fit for this position.

Application materials will be screened for competitiveness, completeness, and written communication skills. The most competitive candidates will be invited to participate in one or more interviews.

NOTE: We currently have a second additional opening for this role as a Term Limited Temporary/Special Duty Assignment position type. If you are interested in being considered for both openings, you must apply to both postings.

Apply to the other opening here: Technical Analyst & Systems Administrator, Functional Analyst Ill (TLT/SDA)

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: Sabrina Brazzle sbrazzle@kingcounty.gov.

Other Position Information

Work Schedule and Location

This position is exempt from the provisions of the Fair Labor Standards Act and not overtime-eligible. Employees are paid on a bi-weekly schedule, every other Thursday, comprising a 40-hour workweek, normally 8:00 a.m.-5:00 p.m., Monday through Friday. Alternate work schedules may be considered. (24x7) on-call rotation schedule is required for all analysts with this job classification.

Requirements when Teleworking

The work associated with this position will be performed or conducted through a combination of teleworking and onsite work and meetings. Employees will have access to shared workspaces at various King County facilities, yet the primary location is at the Transit Control Center. Employees must reside in Washington state and within a reasonable distance to their King County worksite to respond to workplace reporting requirements to include, in office training/mentoring and the ability to travel around the county in a timely manner to respond to needs during assigned (24x7) on-call schedule.

Employees will be provided with a County issued laptop and must maintain a 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.

Union Membership: This position is represented by C4 : PROTEC17-P&T-MTD

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