Content and Quality Assurance Associate

The NYC Department of Transportations Analytics Performance and Management unit (APM) the agencys central analytics unit in the Executive Division seeks a skilled and detailed-oriented Content and Quality Assurance Associate to work in the units Public Data team.

The Public Data team is responsible for managing the agencys relationship with the public regarding agency service requests and agency data. The Content and Quality Assurance Associate position is central to managing DOTs public-facing information across two key platforms: New York Citys 311 Customer Relationship Management (CRM) systems and the Open Data Portal. This team oversees two major initiatives: 1) DOTs 311 Service Request Program Ensuring accurate accessible service information for NYC residents; and 2) DOTs Open Data Program Publishing and maintaining DOT datasets for public use. While the primary focus of this role is on the 311 Program the selected candidate will also gain significant exposure to the Open Data Program as there is much overlap.

A key pillar of the Public Data teams mission is to provide customer service excellence and help further the agencys enterprise data management systems used for decision making. This role plays a vital part in delivering clear reliable and user-friendly information to the public.

The Content and Quality Assurance Associate position will report to the Deputy Director of Public Data and this position is responsible for:

-Gaining subject matter expertise in DOTs 311 service information and related business unit operations.
-Collaborating with internal stakeholders to identify develop and refine public-facing services and enhance the systems pre-programed responses.
-Managing and curating DOT content within NYC 311 ensuring that published information aligns with agency business processes and is consistent in style tone and format.
-Evaluating content effectiveness by conducting gap analyses identifying redundancies and recommending opportunities and improvements based on internal reviews research data analysis and public feedback.
-Effectively articulating project goals to City partners and stakeholders highlighting key objectives and operational nuances.
-Facilitating business process reviews by using a variety of techniques such as interviews workshops surveys site visits and storyboards to document workflows NYC 311 and NYC Open Data platforms.
-Ensuring the Customer Relations Management (CRM) system information properly aligns with DOTs operational procedures for maintenance and repair workflows.
-Submitting and tracking change requests to the Citys central 311 team to update or revise public information and business data.
-Conducting quality assurance reviews for content updates or system enhancements ensuring traceability to original requests.
-Generating ad hoc reports and data analyses to support decision-making and inform change request documentation.

COMMUNITY COORDINATOR - 56058

Qualifications :

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to 1 or 2 above. However all candidates must have at least one year of experience as described in 1 above.

Additional Information :

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic including but not limited to an individuals sex race color ethnicity national origin age religion disability sexual orientation veteran status gender identity or pregnancy.

Remote Work :

No

Employment Type :

Full-time