Business Analyst

The NYC Department of Transportation's Analytics, Performance & Management Unit seeks a talented Business Analyst within its Public Data Unit, which is responsible for managing the agency's relationship with the public regarding agency service requests and agency data. The unit manages two major functions: 1) DOT's 311 Service Request Program and 2) DOT's Open Data Program. The Business Analyst position will be primarily responsible for managing the key components of the 311 Program, however, the chosen candidate will become well versed in the agency's Open Data Program as there is much overlap. A key pillar of the Public Data Unit's mission is to help further the agency's enterprise data management to ensure we are serving the public of NYC in the most efficient, and customer service-centric fashion possible.
The Business Analyst position is an early-mid career role which reports to the Senior Director of Public Data (the head of the unit). This position is responsible for the day-to-day management of the agency's 311 program and is responsible for
-Developing a deep understanding of relevant DOT business unit processes.
-Collaborating with DOT business owners and other stakeholders to identify new public services and enhance existing services.
-Serve as lead liaison with the City's central 311 team on all matters related to DOT's 311 program including leading recurring check-in meetings.
-Effectively articulating project goals including objectives and nuances to City business partners and stakeholders.
-Using a variety of techniques such as interviews, workshops, surveys, site visits and storyboards to initiate, document, and analyze business processes for DOT in NYC 311 and NYC Open Data.
-Identify content gaps and redundancies by performing gap analysis and identify opportunities for new community engagement and process improvements based on research, qualitative/quantitative analyses, and customer feedback.
-Ensuring the Customer Relations Management system (CRM) is properly aligned with DOT's operational workflows for maintenance and repairs.
-Submitting change requests to the City's central 311 team when there is a need to change, update or add data values or routing logic.
-Tracking system defects and conducting testing for system enhancements and perform traceability to the requirements.
-Managing junior staff primarily responsible for ad hoc report creation and data analysis, as well as formulation of change request requirements.

COMMUNITY COORDINATOR - 56058

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.