Functional Analyst II; Pass Sales Office

Job Overview

King County Metro Transit is looking for a Functional Analyst II to support the best use of the ORCA system by the Pass Sales Office, Business Choice Team, and Neighborhood Pop-Up program.

It is a special duty assignment vacancy that may create an eligibility pool for future positions valid for 12 months from the date of posting.

Equity and social justice principles are a daily responsibility and a foundational expectation for all King County employees. In this role, you will apply these principles to all aspects of the work.
We are accepting applications from Current King County Metro Employees who have passed probation in their current Career Service position.

• Analyze the way the Pass Sales, Business Choice and Neighborhood Pop-Up teams use the ORCA system and make recommendations for system changes to improve the user and customer experience
• Manage ORCA technology, including identifying and managing new technology opportunities.
• Troubleshoot system issues and assist with tracking, reporting, and escalating system-related concerns.
• Support the in-person operations of the Pass Sales Office by providing technical and escalated customer service assistance.
• Coordinate system operations, enhancements, and development efforts with internal and external partners, including Mobility work groups, King County departments, and community organizations, to support efficient service delivery and collaboration.
• Define and document business functions and processes both in and outside of the ORCA system.
• Assist with preparing and delivering user training.
• Develop internal queries, reports and data tracking systems.
• Demonstrate a commitment to equity and sustainability. Promote an equitable, diverse and inclusive work environment and support diversity and inclusion goals.
• Perform other duties as assigned.

• Experience working within the ORCA CRM (Salesforce), OFT & CST applications.
• Demonstrated technical skills, including but not limited to proficiency in MS Office and the ability to learn new systems.
• Understanding of the King County Metro and regional Fare Media Products.
• Demonstrated knowledge of developing and utilizing tracking systems, data collection and analysis, and reporting.
• Demonstrated skill in customer support and relations, and the ability to communicate with diverse audiences in a tactful, diplomatic and sensitive manner.
• Strong attention to details, as well as the ability to see how they fit into larger goals and objectives.
• Demonstrated interpersonal skills, including the ability to effectively build and sustain positive relationships with people from diverse cultural, professional and socio-economic backgrounds.
• Demonstrated skill in training, teaching and providing effective direction to others.
• Demonstrated ability to work well with others and support a team’s success.
• Demonstrated skill in working effectively and making sound decisions, even under stressful conditions.
• Demonstrated experience promoting fairness, respect, inclusiveness, integrity, and ethical conduct in the workplace.
• Demonstrated skill in planning, problem solving and setting appropriate priorities.
• Excellent oral and verbal communication skills and the ability to tactfully navigate sensitive topics.
• Demonstrated experience being a dependable and reliable team member.

• Experience with JIRA, VASA Reporting, Power-BI, Excel.
• Demonstrated experience presenting information to a broad audience.
• Working knowledge of Pass Sales Office Operations.
• Ability to communicate clearly and concisely.

Current King County Metro Employees who have passed probation in their current position are eligible to apply.

The position is 40 hours per week, Monday through Friday. It is subject to FLSA provisions and eligible for overtime pay if scheduled.

The primary location is the King Street Center, 201 S. Jackson St., Seattle, WA 98104. This is an onsite/in-person position.

Protec 17 / Job Code 733405 / Grade 57.

King County is an Equal Employment Opportunity (EEO) Employer. No person is unlawfully excluded from employment opportunities based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status, or other protected class. Our EEO policy applies to all employment actions, including but not limited to recruitment, hiring, selection for training, promotion, transfer, demotion, layoff, termination, rates of pay or other compensation.