Staff Analyst Series - Paratransit (Customer Relations/Reservation Unit)

Staff Analyst Series - Paratransit (Customer Relations/Reservation Unit)

Job ID: 15870

Business Unit: MABSTOA

Location: Long Island City, NY, United States

Regular/Temporary: Regular

Department: NYC Transit Authority

Date Posted: May 19, 2026

Description

Title: Staff Analyst Series

Department: Paratransit

Authority: MABSTOA

Division/Unit: Customer Relations/Reservations Unit

Work Location: 33-00 Northern Blvd, Long Island City, NY 11101

Hours of Work: 9:00am – 5:00pm

Compensation:

Associate Staff Analyst (OA – Represented by TWU):

$93,453- $121,004

Staff Analyst II (OA – Represented by TWU):

$82,673 – $92,077

Staff Analyst I (OA – Represented by TWU):

$71,203 - $84,295

Deadline (if Applicable):

Until Filled

Reporting Manager (If Applicable):

Manager, Paratransit Reservations

POSITION SUMMARY

This position is critical to ensuring the accuracy, compliance, and service quality of Access-A-Ride Reservations in accordance with the Americans with Disabilities Act (ADA) requirements.

RESPONSIBILITIES

The Reservations Staff Analyst supports the operational needs of the Access‑A‑Ride Reservations Unit by applying comprehensive knowledge of AAR policy, customer service procedures, and call center systems. Primary responsibilities include conducting Tier 2 investigations of reservation‑related complaints by reviewing recorded interactions through the contact center recording solution, documenting findings in Salesforce, and identifying matters requiring contractor coaching or follow‑up. The analyst contributes to monitoring key elements of staffing‑contractor contract compliance, provides backup support for team functions during staff absences, and assists with the preparation of memos, reports, and project materials. Additional duties include supporting the use and administration of tools such as the Paratransit Technology Scheduling System, AVLM, and Genesys Cloud, as well as performing related tasks necessary to ensure effective Reservations operations.

EDUCATION AND EXPERIENCE

Associate Staff Analyst

1. 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

2. A baccalaureate degree from an accredited college or university and three years of satisfactory full-time professional experience in the areas described in "1" above; or

3. 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

4. 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

5. 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

1. 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

2. A baccalaureate degree from an accredited college or university and two years of satisfactory full-time 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

3. 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

4. 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

5. 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.

DESIRED SKILLS

• Strong organizational skills and ability to manage time‑sensitive tasks

• Clear and professional oral and written communication skills

• Proficiency in Microsoft Office Suite

• Ability to navigate databases and call‑center systems to support analysis and reporting

• Strong analytical and problem‑solving skills with attention to detail

• Ability to work both independently and collaboratively, including providing backup support to team members

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.

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

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.