Staff Analyst Series (Service Information Analyst)
Description
Job Information
Staff Analyst Series (Service Information Analyst) – JVN 9377
First date of posting: 10/30/2024
Last date of posting: 11/09/2024
Authority: TA/OA
Department: MTA Communications
Division/Unit: Customer Experience
Reports To: Deputy Director
Work Location: 2 Broadway
Hours of Work: 9:00AM – 5:00PM
Last date of posting: 11/09/2024
Authority: TA/OA
Department: MTA Communications
Division/Unit: Customer Experience
Reports To: Deputy Director
Work Location: 2 Broadway
Hours of Work: 9:00AM – 5:00PM
Candidates selected for this position on the NYC Transit payroll may be placed in a competitive or non-competitive class position based on their qualifications. Qualified
candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your
resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link
https://www1.nyc.gov/site/dcas/employment/55-a-program.page
candidates who are placed in a competitive class position are eligible for the 55-a Program. Please indicate in your cover letter and in the upper right corner of your
resume that you would like to be considered for the position under the 55-a Program. For detailed information regarding the 55-a Program, please visit the following link
https://www1.nyc.gov/site/dcas/employment/55-a-program.page
Compensation
Staff Analyst I (TA): $58,934 (Min) - $69,771 (Max) (New Hire Rate: $51,245)
Staff Analyst II (TA): $68,430 (Min) - $76,213 (Max) (New Hire Rate: $59,505)
Associate Staff Analyst (TA): $77,356 (Min) - $100,155 (Max) (New Hire Rate: $67,264)
- TA represented by OSA
Staff Analyst I (OA): $65,003 (Min) - $76,955 (Max)
Staff Analyst II (OA): $75,475 (Min) - $84,060 (Max)
Associate Staff Analyst (OA): $85,316 (Min) - $110,468 (Max)
- OA represented by TWU L 100
Staff Analyst II (OA): $75,475 (Min) - $84,060 (Max)
Associate Staff Analyst (OA): $85,316 (Min) - $110,468 (Max)
- OA represented by TWU L 100
NOTE: TA employees must be permanent in the Staff Analyst, Associate Staff Analyst title in order to be considered, or be reachable on the Staff Analyst Series civil service list when established.
Summary
The Service Information Analyst leads communications efforts to help MTA customers understand and navigate around complex planned service changes quickly and easily. This position provides consistent, helpful, accurate, and timely communication of planned changes in Subway, Bus and Staten Island Railway service, as well as station access (stairways, elevators and escalators) changes caused by vital maintenance and construction work. This role works on a wide-ranging portfolio of print and digital products, including service advisories, maps, and temporary wayfinding to warn of and mitigate changes to normal conditions.
Responsibilities
Messaging is displayed across a diverse set of environments from assorted vehicle types to indoor/outdoor stations. The Analyst performs in-system field inspections to (1) properly assess the customer impact and intervention needed, as well as (2) evaluate and maintain the performance of the comms products deployed and, if necessary, make improvements. The Service Information group serves as customer advocates in day-to-day functions, working to build trust in MTA service and customer experience. The Analyst helps ensure a positive experience for our customers, even as we must temporarily change service in the name of continuous improvement.
Responsibilities include:
- Analyze and summarize service plans, new schedules, and station access changes, translating technical jargon into plain language.
- Publish messaging via in-system signage and across other customer touchpoints as needed, including in-system screens and email and text alerts.
- Track and manage service plan information from multiple sources to ensure accuracy and consistency in customer messaging.
- Coordinate and project manage service information with multiple teams, including Marketing. Production, Service Communications, Creative, Government & Community Relations, planning teams, agency partners, and other various stakeholders.
- Perform quality control reviews of service change information across channels.
- Research and act on customer inquiries.
- Ensure all communications align with brand guidelines and contribute to our mission.
- Assess effectiveness of communications efforts, recommend, and implement improvements.
- Assist the Customer Experience leadership team with other tasks and assignments as necessary to drive forward the MTA customer experience.
Education and Experience
Associate Staff Analyst
- A master’s degree from an accredited college or university in economics, finance, accounting, business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, urban studies, or a Juris Doctor degree from an accredited law school, and one year of satisfactory full-time professional experience in one or a combination of the following: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management, or in a related area; or
- A baccalaureate degree from an accredited college or university and three years of satisfactory fulltime professional experience in the areas described in "1" above; or
- An associate degree or completion of 60 semester credits from an accredited college and five years of satisfactory full-time professional experience as described in “1” above; or
- A four-year high school diploma or its educational equivalent approved by a State’s department of education or a recognized accrediting organization and seven years of satisfactory full-time professional experience as described in “1” above; or
- A combination of education and/or experience equivalent to “1”, “2”, “3”, or “4” above. College education may be substituted for professional experience at the rate of 30 semester credits from an accredited college for one year of experience. However, all candidates must have a high school diploma and at least one year of experience as described in “1” above.
Staff Analyst I & Staff Analyst II
- A master’s degree from an accredited college or university in economics, finance, accounting,
business or public administration, human resources management, management science, operations research, organizational behavior, industrial psychology, statistics, personnel administration, labor relations, psychology, sociology, human resources development, political science, or urban studies, or a Juris Doctor degree from an accredited law school; or - A baccalaureate degree from an accredited college or university and two years of satisfactory fulltime professional experience in one or a combination of the following areas: working with the budget of a large public or private concern in budget administration, accounting, economic or financial administration, or fiscal or economic research; in management or methods analysis, operations research, organizational research or program evaluation; in personnel or public administration, recruitment, position classification, personnel relations, labor relations, employee benefits, staff development, employment program planning/administration, labor market research, economic planning, social services program planning/evaluation, or fiscal management; or in a related area; or
- An associate degree or completion of 60 semester credits from an accredited college or university and four years of satisfactory full-time professional experience as described in "2" above: or
- A four-year high school diploma or its educational equivalent and six years of satisfactory full-time professional experience as described in "2" above; or
- A combination of education and/or experience equivalent to "1", "2", "3", or "4" above. College
education may be substituted for professional experience at the rate of 30 semester credits from an accredited college or university for one year of experience. However, all candidates must have a high school diploma.
Special Note:
To be eligible for placement in Assignment Level II, individuals must have, after meeting the minimum requirements, one additional year of professional experience as described in "2" above.
Desired Skills:
- 3 or more years related experience.
- Bachelor’s degree in Marketing, Communications, Business, Transportation, or related field, or an equivalent combination of education and experience may be considered in lieu of a degree.
- Excellent project management skills and familiarity with project management tools.
- Knowledge of print design and production processes.
- Experience using content management systems.
- Ability to see the big picture and pay close attention to detail – thinking at both the systems-level and about how communications achieve our goals at individual customer touchpoints.
- Demonstration of analytical skills.
- An aptitude for resourceful, creative problem solving.
- Familiarity with human-centered communication.
- Superior writing and editorial capabilities; must be able to adhere to brand guidelines, sometimes making tough editorial decisions in line with human-centered communications principles.
- Experience managing multi-lingual production process on short timelines.
- Knowledge of New York transit service and geography is strongly preferred.
Other Information
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).
Equal Employment Opportunity
Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).
Equal Employment Opportunity
MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities. The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.