Transportation Systems Program Operations Specialist

Job Description

TRANSPORTATION SYSTEMS PROGRAM OPERATIONS SPECIALIST

Req #: 240917 Department: UW FACILITIES: TRANSPORTATION SERVICES Appointing Department Web Address: https://facilities.uw.edu/ Job Location: Remote/Hybrid, Seattle Campus Job Location Detail: open to hybrid work schedule (combination in-office + remote) Posting Date: 11/07/2024 Closing Info: Closes On 11/17/2024 Salary: $6150 - $7700 per month Other Compensation: Shift: First Shift Benefits: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world.
UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.
UW Facilities manages the University’s buildings, infrastructure and land, with more than 1,100 employees in a variety of fields. The Asset Management group includes Campus Architecture & Planning, Engineering Services, Project Delivery and Sustainability. The Operations group includes Maintenance & Construction, Building Services, Transportation Services and Safety. The other main groups are Campus Energy, Utilities & Operations; Real Estate; Emergency Management; Finance & Administration; and Business Innovation & Technology. Together we lead the way to preserve the University’s legacy and boldly innovate for the future.
Committed to attracting and retaining a diverse staff, University of Washington Transportation Services will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
We have an outstanding opportunity for a Transportation Systems Program Operations Specialist .
Reporting to and under the direction of the Manager of Sales & Administration, the Transportation Program Operations Specialist will be responsible for ensuring administrative, customer service, and policy standards are met or exceeded. By leveraging technological platforms to improve business processes this individual will manage both the internal and external customer experience. They will work with the S&A team in the provision of excellent customer service to the campus community and visitors. In addition, this person will serve as backup to the Sales & Administration Manager as needed.
This position will lead project management, planning, and implementation of business processes and user experience improvements. The successful candidate will work with external and internal partners and vendors to ensure the successful implementation of system improvements. Primary partners include UW Facilities-BIT, UW-IT, UW Human Resources, Merchant Services T2, and other entities.
As a representative of UW Transportation Services, this position will manage project deliverables and timelines, provide operational and technical recommendations for performance and system improvements in coordination with other Transportation Services business units, customers and partners. This individual will be responsible for the creation of standardized operations documentation and training materials. The individual in this position will play a key role in managing customer service concerns; prioritizing customer services issues and directing issues to the correct responder.
Duties & Responsibilities
Process Improvement and Documentation (40%)
• Serve as the staff lead for development and implementation of standard operations, including strategic planning, policy development, and tracking and measuring progress.
• Develop work processes, procedures, and tools to fully leverage the capabilities of SalesForce, T2 Flex, and other software systems for the Sales & Administration staff.
• Develop written policies, procedures, and documentation to standardize business practices.
• Responsible for the management, organization of and access to all documented policies and procedures.
• Recommend improvements to existing systems
• Collect, analyze, and manage quantitative and qualitative data.
Project Management (30%)
• Lead internal and external teams and collaborate to develop project scopes, schedules and deliverables.
• Monitor the work of internal and external partners and vendors to ensure timely and successful project completion.
• Lead internal efforts to maintain systems and document evolving software tools to address needed back office and customer facing needs. Track and maintain documentation associated with business problems and subsequent solutions.
• Work closely with campus-wide institutional partners and Transportation Services staff to align daily practices with business system capabilities.
• Support the Sales & Administration team with daily task management.
• Write progress reports to document departmental progress in meeting our customer service goals and targets.
• Build and foster strong relationships inside and outside the university to help advance parking and customer service initiatives.
User Training (20%)
• Plan, schedule, and facilitate staff training in the use of various software.
• Track user compliance and effectiveness when utilizing software systems.
Stakeholder Engagement (5%)
• Support customer escalation as needed.
• Plan stakeholder working groups, and facilitate discussions on complex topics, with differing stakeholder opinions.
• Participate in university committees as requested.
• Develop and give presentations to a wide variety of stakeholders and audiences.
• Assist in the development and management of consultant and third-party contracts.
Miscellaneous (5%)
• Participate in professional development related to performance management and business systems knowledge development.
• Other duties as assigned.
Core Competencies
• Demonstrate personal integrity and trustworthiness.
• Manage stressful situations and changing priorities effectively.
• Anticipate, recognize and resolve problems.
• Be responsible and accountable.
• Use organizational skills and provide attention to details.
• Maintain a positive, optimistic, and success-oriented attitude.
• Exercise professionalism at all times.
• Exhibit a professional work ethic.
• Continuously promote a safe work environment.
Requirements include:
• Bachelor's degree and 3-4 years of experience with program or policy development in a customer service setting, or any combination of education and experience to meet the required qualifications.
• Ability to communicate technical information in a user-friendly manner (liaison between technicians, vendors and UW Transportation Services staff).
• Strong technical computer and database management skills.
• Software troubleshooting skills.
• Demonstrated proficiency with standard software include Microsoft Office Suite and similar programs.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Desired:
• Transportation industry experience, working knowledge of local transit agencies and operations of Transportation Services.
• Experience with T2/Flex or Salesforce
• Experience working with external vendors and consultants.
Conditions of Employment:
• May be required to lift / move up to 40 lbs.
• Work may be required during hours beyond standard business hours or regularly scheduled shift, including weekends; professional travel may be required.
• Work is normally performed in a typical interior/office environment; however, work may include incidental outdoor or fieldwork with exposure to the elements and variable weather conditions.
• This position will be eligible to work remotely and onsite on a hybrid basis with supervisor approval.
• Must be able to work in a non-smoking environment.
• Regular and predictable attendance is required.
Application Process:
The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.

The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.

To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or [email protected] .

Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law .

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