Administrative Analyst (SEIU), Customer Services (Administration) External

Administrative Analyst

Pay Rate: SEIU Professional Pay Grade S06 Hourly Rate: ($42.76 (Step 76) - $55.90 (Step 99) *External candidates starting hourly rate will be $42.76 (Step 76)

Reports To: Senior/Principal Administrative Analyst, supervisory or managerial position or designee

Current Assignment: This posting is to fill one (1) vacancy.

The Bay Area Rapid Transit District (BART) is seeking highly motivated individuals to fill an Administrative Analyst to support the Customer Services Administration Division. This position will be responsible for providing analytical work related to budget, financial or statistical analyses, operations support, policy and procedure development, or other areas specific to the department. The most qualified candidates will demonstrate self-motivation, and technical acumen as well as have administrative experience, strong communication and organizational skills, and sound judgment.

The ideal candidate will demonstrate the following in addition to meeting the minimum qualifications:

• Experience supporting Customer Services Administration through operational, financial, and statistical analysis to inform decision-making and improve service delivery
• Responding to customer inquiries and concerns, tracking customer interactions, maintaining accurate records, and overseeing service requests
• Analyzing call center data and trends and preparing reports for management
• Utilizing Salesforce and other customer relationship management (CRM) tools to monitor customer engagement, service levels, and performance metrics
• Assisting with procurement processes, budget preparation, expenditure monitoring, and forecasting future expenses
• Maintaining and analyzing call center tracking reports and trends, performance data to support continuous improvement efforts, and preparing reports for management
• Identifying process improvement opportunities and coordinating special projects to enhance operational efficiency, and policy and procedural effectiveness
• Collaborating with internal departments to advance cross-functional initiatives and departmental goals which may include preparing reports, correspondence, and presentations

The most qualified candidates for this position will have highly developed competencies in the following areas, which will be reinforced with related work experience and will be clearly articulated during the selection process:

• Strong experience with Salesforce and other customer relationship management (CRM) tools
• Experience with Microsoft Office (Word, Excel)
• Demonstrated internal and external customer services skills
• Excellent verbal and written skills

Application and Selection Process: This is a SEIU Local 1021 Bargaining unit position. All full-time SEIU District employees must follow the "Bid Form" process and deposit their bids in the bid box. Failure to comply may invalidate the employee's bid. As actual vacancies occur, District employees on the internal eligibility list will be considered before external candidates.

All EXTERNAL and current non-SEIU applicants must apply online at Applications must be completed in full and include all requested information, including dates of employment, positions held, hours worked, and a detailed description of duties performed.

Applicants may attach a resume to their application or bid form to provide supplemental information; however, the resume does not substitute for completing the application or bid form in its entirety. Only information included on the application or bid form and resume at the time of submission will be used to determine whether applicants meet the minimum qualifications for the position. All application and bid form materials must be submitted by the closing date and time listed on the job announcement. Applications and bid forms received after the closing deadline will not be considered.

The selection process for this position may include one or more of the following: a skills or performance demonstration, written examination, and/or panel or individual interview. External applicants will not be considered until all employees who have applied have been considered first.

All applications and bid forms will be reviewed by the Talent Acquisition Division to determine whether applicants meet the established Minimum Qualifications (MQs). Applicants who meet the MQs may be referred to the hiring department for further evaluation as part of the selection process.

The selected candidate must demonstrate a work history reflecting reliability and dependability and may be required to provide copies of certificates, diplomas, or other documentation required by law, including proof of authorization to work in the United States. Pre-employment processing will also include a background check. This requirement does not apply to current full-time District employees unless the position requires additional evaluations or clearances.

Examples of Duties

1. Plans and organizes administrative or management studies related to the activities or the operations of the department to which assigned.
2. Determines analytical techniques and information gathering processes and obtains required information and data for analysis.
3. Analyzes alternatives and makes recommendations regarding such areas as equipment, cost analysis, policy or procedure modifications, etc.
4. Discusses findings with management staff and prepares reports of study conclusions.
5. Assists in the development and implementation of department or division goals and objectives.
6. Conducts a variety of special projects and programs related to the functions of the department or division to which assigned.
7. Assists in preparing, analyzing and monitoring the annual budget, including gathering information for budget development and monitoring expenditures.
8. Develops, implements and administers special administrative programs related to the functions of the department or division.
9. Coordinates activities with those of other District departments, such as Employee Relations, Safety, and Purchasing depending upon the nature of the project to which assigned.
10. Confers with representatives of other transit or governmental agencies, vendors and others, as required by project assignments.
11. Provides technical assistance to others on administrative and analytical matters.
12. May develop or utilize computer applications to assist with analytical studies.
13. Prepares technical reports, correspondence and other written materials.
14. Directs the work of support staff on a project or day-to-day basis.

Minimum Qualifications

Education: A Bachelor's degree in business or public administration, accounting, economics, or a closely related field from an accredited college or university.

Experience: Two (2) years of (full-time equivalent) verifiable professional level experience in administrative, management, systems, operations, budgetary or similar analyses.

Other Requirements for the BPOA position only:

• Must pass a comprehensive background investigation, which will include fingerprinting and a polygraph inter/evaluation.
• Must be able to work various shifts, weekends, holidays and overtime.
• May require a valid California driver's license and have a satisfactory driving record.

Substitution: Additional analytical experience may be substituted for the education on a year-for-year basis. A college degree is preferred.

Equal Employment Opportunity

The San Francisco Bay Area Rapid Transit District is an equal opportunity employer. Applicants shall not be discriminated against because of race, color, sex, sexual orientation, gender identity, gender expression, age (40 and above), religion, national origin (including language use restrictions), disability (mental and physical, including HIV and AIDS), ancestry, marital status, military status, veteran status, medical condition (cancer/genetic characteristics and information), or any protected category prohibited by local, state or federal laws. The BART Human Resources Department will make reasonable efforts in the examination process to accommodate persons with disabilities or for religious reasons. Please advise the Human Resources Department of any special needs in advance of the examination by emailing at least 5 days before your examination date at employment@bart.gov. Qualified veterans may be eligible to obtain additional veteran's credit in the selection process for this recruitment (effective Jan. 1, 2013). To obtain the credit, veterans must attach to the application a DD214 discharge document or proof of disability and complete/submit the Veteran's Preference Application no later than the closing date of the posting. For more information about this credit please go to the Veteran's Preference Policy and Application link at

Benefits

The San Francisco Bay Area Rapid Transit District (BART) prides itself in offering best in class benefits packages to employees of the District. Currently, the following benefits may be available to employees in this job classification. Highlights:

• Medical Coverage (or $350/month if opted out)
• Dental Coverage
• Vision Insurance (Basic and Enhanced Plans Available)
• Retirement Plan through the CA Public Employees' Retirement System (CalPERS)
• 2% @ 55 (Classic Members)
• 2% @ 62 (PEPRA Members)
• Reciprocity available for existing members of many other public retirement systems (see BART website and/or CalPERS website for details)