Functional Analyst II (Pass Sales Office)

King County Metro Transit is looking for a Functional Analyst II to support the best use of the ORCA system by Metro Pass Sales Office Business Choice Team and the Neighborhood Pop-Up program.

This recruitment will be used to fill one (1)special duty assignment vacancy and may create an eligibility pool for future special duty assignment positions. The eligibility pool will be valid for 12 months from the date of posting and can be used at the discretion of the hiring authority.

Applying equityandsocialjusticeprinciples is a daily responsibility and a foundational expectation for all King County 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 II you will:

• Analyze the way the Pass Sales Business Choice and Neighborhood Pop-Up teams use the ORCA system and make recommendations for system changes to improve the user and customer experience
• Manage ORCA technology including identifying and managing new technology opportunities.
• Troubleshoot system issues and assist with tracking reporting and escalating system-related concerns.
• Support the in-person operations of the Pass Sales Office by providing technical and escalated customer service assistance.
• Coordinate system operations enhancements and development efforts with internal and external partners including Mobility workgroups King County departments and community organizations to support efficient service delivery and collaboration.
• Define and document business functions and processes both in and outside of the ORCA system.
• Assist with preparing and delivering user training.
• Develop internal queries reports and data tracking systems.
• Demonstrate a commitment to equity and sustainability. Promote an equitable diverse and inclusive work environment and support diversity and inclusion goals.
• Perform other duties as assigned.

We are looking for candidates who meet the following Minimum Qualifications:

• Experience working within the ORCA CRM (Salesforce) OFT & CST applications.
• Demonstrated technical skills including but not limited to proficiency in MS Office and the ability to learn new systems.
• Understanding of the King County Metro and regional Fare Media Products.
• Demonstrated knowledge of developing and utilizing tracking systems data collection and analysis and reporting.
• Demonstrated skill in customer support and relations and in the ability to communicate with diverse audiences in a tactful diplomatic and sensitive manner.
• Strong attention to details as well as the ability to see how they fit into larger goals and objectives
• Demonstrated interpersonal skills including the ability to effectively build and sustain positive relationships with people from diverse cultural professional and socio-economic backgrounds.
• Demonstrated skill in training teaching and providing effective direction to others.
• Demonstrated ability to work well with others and support a teams success
• Demonstrated skill in working effectively and making sound decisions even under stressful conditions.
• Demonstrated experience promoting fairness respect inclusiveness integrity and ethical conduct in the workplace.
• Demonstrated skill in planning problem solving and setting appropriate priorities.
• Excellent oral and verbal communication skills and the ability to tactfully navigate sensitive topics.
• Demonstrated experience being a dependable and reliable team member.

Desirable Qualifications

• Experience with JIRA VASA Reporting Power-BI Excel
• Demonstrated experience presenting information to a broad audience
• Working knowledge of Pass Sales Office Operations
• Ability to communicate clearly and concisely.

Required Application & Selection Process:

• Submit an online employment application.
• Cover letter
• Resume
• Complete supplemental questions.