Transit ITS Applications Support Specialist

The Transit ITS Applications Support Specialist serves as the subject-matter expert for day-to-day monitoring, triage, and resolution of transit ITS software systems. This role ensures high availability and performance of fare collection, cameras, CAD/AVL/APC, passenger information, mobile ticketing applications, and delivers end-user training and guidance as required.

Reporting Structure

Reports directly to the Transit ITS Applications Manager and partners closely with the IT infrastructure department, business stakeholders, and external vendors.

Key Responsibilities

• Proactively monitor health and performance of ITS applications, triage alerts, and execute initial troubleshooting, and coordinate response with stakeholders and operations staff
• Provide Level 1 and Level 2 support for fare systems (Breeze), CAD/AVL, APC, passenger information signs, and mobile ticketing
• Work closely with cross-functional teams, including ATL IT infrastructure team, transit operations, and external vendors, to ensure transit technology systems operate reliably and securely
• Act as the primary SME for ITS applications, developing and updating runbooks, standard operating procedures, and training materials
• Deliver end-user training sessions and job aids on ITS applications, workflows, and best practices
• Coordinate incident resolution by engaging appropriate IT teams, third-party vendors, and business units
• Document incidents, root-cause analyses, and resolution steps in the ticketing system
• Participate in change management processes, including pre-deployment testing and post-implementation validation
• Support on-call rotation for after-hours incident response and emergency troubleshooting
• Perform onsite visits as needed to gather diagnostics or support major service restorations
• Recommend process improvements and automation opportunities to enhance application reliability

Technical Competencies

• Expertise in ITS software: fare collection, CAD/AVL, APC, passenger information, and mobile ticketing
• Proficient with monitoring/logging tools (Splunk, Grafana, New Relic) and ticketing platforms (ServiceNow, Jira)
• Strong understanding of application integrations, APIs, middleware, and basic database queries
• Familiarity with PCI-DSS requirements, payment security, and access control mechanisms
• Solid grasp of ITIL incident and change management practices
• Excellent training, written, and verbal communication skills for clear instruction and documentation

Education & Experience

• Bachelor’s degree in information technology, Management Information Systems, or related field, or equivalent experience
• Minimum of 2 years’ experience in application support or operations, preferably with transit ITS or other mission-critical systems
• Demonstrated ability to create and deliver technical training to end users in a fast-paced, multi-vendor environment

Certifications

• ITIL Foundation certification preferred
• PCI-DSS Practitioner or equivalent payment security credential a plus