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 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 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 team’s 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.       

Completed applications will include at least 10 years of employment history (if you have 10 or more) or to include relevant experience. 
  
All the application materials will be screened for qualifications, competitiveness, completeness, attention to detail and written communication skills. The most competitive candidates may be invited to participate in one or more interviews.
  
NOTE: Please answer ALL questions in the online employment application itself, with each of your jobs during the last 10 years listed (listing each position for each employer separately), duties explained, reasons for leaving etc.
  
Applications that are not complete, or do not include the required materials, may be rejected as incomplete, and not advanced in the process. Applicants who are unable to apply online should follow the instructions under Application Tips and FAQs at: www.kingcounty.gov/jobs.
  
Who May Apply
We are accepting applications from Current King County Metro Employees who have passed probation in their current position.  
  
Work Schedule
The work week is 40 hours, Monday through Friday. The position is subject to the provisions of the Fair Labor Standards Act and is therefore eligible for overtime pay if scheduled.
  
Work Location
The primary location of the position is at the King Street Center, 201 S. Jackson St., Seattle, WA 98104. This will be an onsite/in-person position.
  
Union Representation /Job Code/Grade
Protec 17 /Job Code 733405 /Grade 57
 
To Apply
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: Tracy Bylund, [email protected]. 
  

Forbes named King County as one of Washington State's best employers.

Together, with leadership and our employees, we're changing the way government delivers service and winning national recognition as a model of excellence. Are you ready to make a difference? Come join the team dedicated to serving one of the nation's best places to live, work and play.

Guided by our "True North", we are making King County a welcoming community where every person can thrive. We value diversity, inclusion and belonging in our workplace and workforce. To reach this goal we are committed to workforce equity. Equitable recruiting, support, and retention is how we will obtain the highest quality workforce in our region; a workforce that shares and will help advance our guiding principles - we are one team; we solve problems; we focus on the customer; we drive for results; we are racially just; we respect all people; we lead the way; and we are responsible stewards. We encourage people of all backgrounds and identities to apply, including Native American and people of color, immigrants, refugees, women, LGBTQ+, people living with disabilities, and veterans.

King County is an Equal Employment Opportunity (EEO) Employer

No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other forms of compensation.

To Apply

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 the recruiter listed on this job announcement.