Technical Analyst & Systems Administrator - Functional Analyst III

King County Metro Transit has a unique opportunity available for a Technical Analyst and Systems Administrator (Functional Analyst Ill) 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. This recruitment may be used to generate an eligibility pool for future Career Service positions 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.

Applyingequity and social justiceprinciples is a daily responsibility and 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 this work.As theTechnical Analyst and Systems Administratoryou 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 Metros 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.

We are looking for candidates who have:

A Bachelors 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.
• Proficient in 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.

To Apply

The following application materials are required:

1. An online King County application. Updated with accurate contact information and relevant work history.

1. Completed supplemental questions.

1. Resume.

1. A cover letter. In your cover letter please tell us why you are interested in this job and how your experience skills and/or education have prepared you for this position.

Applications without the above required materials will not be considered. Application materials will be screened for competitiveness completeness and written communication skills. The most competitive candidates may be invited to participate in one or more interviews and possibly other selection process elements. Final offers are contingent on successful completion of reference checks and/or a record review.

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