Operations Analyst

 Job Description:

The Operations Analyst serves as a data consultant providing analytical support for the State Road and Tollway Authority’s Mobility Operations division. The Operations Analyst selects, recommends and applies appropriate analytical and statistical methodologies to measure trends, progress or change. Evaluates, monitors, and compiles performance data for all current and future tolled roadways and managed lane systems. Evaluates and monitors key performance indicators for the various functions within Operations. Assists in the implementation of enterprise-wide business intelligence reporting solutions. Ensures integrity and quality of data presented and analyzed in external reports and presentations. Provides ad hoc data queries and analysis support for end users. Develops thorough understanding of operational data systems integral to providing analytical support and project management for performance initiatives. Produces complex reports of descriptive and analytic data to justify quality improvement programs. Performs necessary database and statistical analyses to evaluate trends in process, resource utilization, satisfaction levels, cost and functional outcomes. Analyzes data to propose improvement initiatives and strategies. Facilitates continuous data development and enhanced reporting. Assists the Quality Assurance & Training Manager as needed.  Report to the Quality Assurance & Training Manager

Excellent communication and presentation (i.e., written and verbal) and the ability to liaise with all business levels. Proactive in analysis and capable of approaching issues from multiple angles to determine the most effective approach. Strong customer service orientation, adept at problem solving, able to balance and prioritize multiple tasks, and excellent interpersonal skills. Ability to meet deadlines, work independently and in teams, and comfortable working in an evolving role. Applicants must possess SRTA’s core values of Integrity, Collaboration, Innovation, Customer Focus, and Diversity.

Job Responsibilities and Performance Standards:

1. Prepares reports of findings and analysis (Performed by all incumbents)

• Prepares accurate and complete reports of findings, correctly identifying trends and possible operational/procedural changes needed.
• Collaborates with staff and management to determine what effects possible changes suggested by the data will have on policies and procedures.
• Makes appropriate recommendations for program/operational change, method of implementation and expected results based on accurate analysis of data and findings.
• Creates easy to understand visual aids (i.e. charts, graphs) for inclusion in reports and presentations.
• Presents reports of findings and recommends alternatives to managers or other appropriate staff, providing clear, concise rationale for selection of alternative(s).
• Assists as needed with implementing adopted course of action, including the preparation of corrective action plans.

2. Assists the Quality Assurance & Training Manager with assessment of various training/development needs. (Performed by all incumbents) 

• Develops and utilizes appropriate assessment tools to determine training needs.
• Summarizes accurately results of assessments and effectively communicates findings to management.
• Makes sound recommendations for addressing staff competency deficiencies based on results of assessments and availability of resources.
• Provides appropriate input/consultation to assist management in developing short- and long-range training plans for serviced population.
• Serves as a back-up in the Trainer’s absence.

3. Maintains all performance improvement statistics for business units in the Operations division. (Performed by all incumbents)

• Researches/investigates data or issues, performs quality analysis and audits, and drafts related documentation, reports, and presentations.
• Evaluates and monitors metrics and operational efficiency by conducting analysis and preparing reports or recommendations for improvement.
• Reviews data and performs quality control measures or audits to ensure data is accurate and meets program compliance standards.
• Gathers/compiles detailed information, conducts interviews, etc. to assess data variances.
• Provides report of findings, interprets results and recommends changes or improvements.

4. Researches issues on processes, clients, and assists in investigations regarding quality processes and/or provides recommendations to management. (Performed by all incumbents)

• Gathers information, define problems, establishes facts, and draw valid conclusions for quality recommendations and/or improvements.
• Interprets an extensive variety of information and data.
• Researches/investigates data or issues, performs quality analysis and audits, and drafts related documentation, reports, and presentations.
• Identifies and resolves problems in a timely manner. Develops alternative solutions. Works with management and other staff in group problem solving situations.

5. Maintains a consistent, high quality, customer-focused orientation when conducting business and providing services or products to clients, the general public and other external customers. (Performed by all incumbents)

• Communicates with customers and obtains all required information necessary to determine and address their specific needs; tactfully explains why, if service cannot be provided.
• Provides clear, accurate information; explains procedures or materials or provides supplemental information; anticipates problems and questions.

6. Interacts with upper levels of management and submits status reports, budget information, recommendations and problem alerts. (Performed by all incumbents)

• Discusses support requirements and submits appropriate recommendations which best meet these requirements.
• Conducts meetings with vendors and/or management to exchange relevant information; makes effective and knowledgeable suggestions pertaining to direction that should be followed in the support and upgrade of assigned systems, tools, and processes.
• Confers with other members of the division and department to resolve problems quickly.

7. Maintains a high level of job skills by attending and completing various seminars and training courses and reading appropriate literature. Communicates this knowledge to others as required. (Performed by all incumbents)

• Plans appropriate personal training needs with supervisor in a timely manner.
• Attends and completes training plan courses and seminars according to established schedule and availability of courses.
• Reads and reviews appropriate professional periodicals and technical manuals to maintain current professional/technical knowledge.
• Trains thoroughly less experienced employees in various tasks/procedures as directed by management.
• Communicates information in a clear and understandable manner.

8. Maintains knowledge of current trends and developments in the field by reading appropriate books, journals and other literature and attending related seminars, conferences and the like. Applies pertinent new knowledge to job. (Performed by all incumbents)

• Attends internal and external educational programs and professional meetings as available for continuing professional education.
• Attends regular meetings of any available and applicable professional organizations.
• Reads and evaluates professional literature on a continual basis, translates complex or technical information into a format that can be understood by others, and distributes as needed.
• Incorporates knowledge of pertinent new trends and developments into section policies and procedures and makes recommendations for any related organizational changes.
• Demonstrates thorough knowledge of applicable rules and regulations by providing accurate information and technical assistance to unit personnel representatives, employees and managers.
• Maintains effective time management skills.

9. Performs other duties as assigned by Management.

Minimum Qualifications:
Bachelor's degree in business or related field from an accredited college or university AND/OR three (3) years of experience related to area of assignment (i.e., operations). Note: An equivalent combination of education and job specific experience that provided the knowledge, experience and competencies required to successfully perform the job at the level listed may be substituted on a year-over-year basis.

Preferred Qualifications:
Completion of a Bachelor’s degree from an accredited college or university in in business administration, public administration, or a related area AND three (3) years of advanced data analysis and experience in operations support role.

Proficient in Microsoft Office Suite including Excel & Access.

Experience in governmental operations analysis.

Advanced Excel skills including data manipulation, graphical report definition, design and delivery, scripting (i.e., R or Python) and SQL knowledge.

Experience using Tableau.

Ability to translate and apply concepts from complex data to presentation reporting and rapidly identify and model data requirements from high-level reporting objectives.

Expert analytical and report design capabilities.

Ability to work remotely and onsite.

Familiarity with the tolling and/or transportation industry.