JOB INFORMATION

Title

Staff Analyst Series - Planned Service Changes

Authority

OA

Department

Customer Communications

Division/Unit

Customer

Location

2 Broadway, New York, NY 10004

Hours

9 AM – 5 PM

Telework (if Applicable)

Reporting Manager (if Applicable)

Manager, Planned Service Changes

Deadline (if Applicable)

Compensation\Authority - Union

OA – TWU L100

$71,203 - $84,295

Staff Analyst 1

$82,673 - $92,077

$93,453 - $121,004

POSITON SUMMARY

Planned Service Changes team helps subways riders navigate around complex planned service changes through cohesive, helpful, accurate, timely communications. The team provides information about planned work to riders when and where they need it. The analyst translates technical jargon into customer-friendly messages written in plain language; publishes on multiple platforms; and serves as a customer advocate in day-to-day functions, working to build trust in MTA service and customer experience.

RESPONSIBILITIES

Publish service messages across multiple customer touchpoints, including in-system screens, the MTA website and app, and other channels.
Track and manage service plan information from multiple sources to ensure accuracy and consistency in customer messaging.
Ensure all communications align with brand guidelines and contribute to our mission.
Participate in planning meetings for high-profile projects.
Coordinate and project manage service information with multiple teams, including Marketing Production, Government & Community Relations, Operations Planning, Road Operations, and other various stakeholders.
Perform quality control reviews of service change information across channels.
Provide support for trip planning functions.
Research and act on customer inquiries.
Assess effectiveness of communications efforts, recommend, and implement improvements.
Create, manage, and modify website content via CMS.
Assist the Customer Experience leadership team with other tasks and assignments as necessary to drive forward the MTA customer experience.

EDUCATION AND EXPERIENCE

Staff-Analyst I-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 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

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 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.

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 full-time professional experience in the areas described in "1" above.

DESIRED SKILLS

Bachelor's degree in Marketing, Communications, Business, Transportation, or related field is preferred.
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.
Strong analytical skills and resourceful, creative problem-solving
Familiarity with human-centered communication and digital channel/content strategy principles
Superior writing and editorial capabilities; must be able to make tough editorial decisions in line with human-centered comm

SELECTION METHOD

Based on evaluation of education, skills, experience, interview, and written assessment.

All selected candidates will be subject to a full background investigation that includes employment and education. Discrepancies may lead to dismissal.

OTHER INFORMATION

Appointment may be at a comparable level to the current level of the selected candidate. (If necessary)

As an employee of MTA NYC Transit, you may be required to complete an annual financial disclosure statement with the state of New York, if your position earns more than $101,379 (this is subject to change) per year or if the position is designated as a policy maker.

For 55-a eligible titles:Candidates selected for this position 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

Final salary is determined by experience, skill set, and alignment with compensation practices. The posted range reflects expected compensation and may be updated as market or business needs evolve.

To be eligible for consideration for a new role, current MTA employees must complete at least one year of service in their current role prior to applying. Additionally, eligibility to interview is contingent upon maintaining a satisfactory record of job performance, attendance, and disciplinary conduct. 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”).

HOW TO APPLY

Qualified applicants can submit an online application by clicking on the ‘APPLY NOW’ button from either the CAREERS page or from the JOB DESCRIPTION page.

If you have previously applied online for other positions, enter your Username and Password. If it is your first registration, click on the CLICK HERE TO REGISTER hyperlink and enter a Username and Password; then click on the REGISTER button.

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.

Staff Analyst Series