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

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 a related area; or 2. A baccalaureate degree from an accredited college or university and three years of satisfactory full-time professional experience in related areas; or 3. An associate degree or completion of 60 semester credits from an accredited college and five years of satisfactory full-time professional experience in related areas; or 4. A four-year high school diploma or its educational equivalent and seven years of satisfactory full-time professional experience in related areas; or 5. A combination of education and/or experience equivalent to the 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. All candidates must have a high school diploma and at least one year of experience as described 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 related areas; 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; or 4. A four-year high school diploma or its educational equivalent and six years of satisfactory full-time professional experience; or 5. A combination of education and/or experience equivalent to the 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. 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 the 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 (EEO) statements apply. 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. #J-18808-Ljbffr Metropolitan Transportation Authority (MTA)