Help Desk Analyst

PrincipleResponsibilities:

Act as the primary point of contact for

NJ TRANSIT

s(NJT) Light Rail Operations on service reporting and customer service data andmatters for the River LINE (RL), Hudson Bergen Light Rail (HBLR), and theNewark Light Rail (NLR). Coordinate the dissemination of messages related tothe status of service on the three light rail systems and the impacts anyservice disruptions may have to ensure this information is delivered to NJTcustomers through various channels including travel alerts, NJT Website,station public address announcements, on-board train announcements, and NJTpublic information/customer service/social media. Review, investigate and address customer issuesentered in Salesforce CRM, in addition to generating ad hoc reports andanalyzing customer trends to assist with each LR system s operability.

Investigations into customer cases will often require interaction with LightRail managers/superintendents and regular coordination with NJT Customer Service. Regularly collect, maintain, analyze, and reportdata regarding Light Rail Operations key performance indicators (KPIs), forboth internal, state, and federal use, including National TransportationDatabase (NTD) annual reporting. Develop reports and narratives as needed by LightRail Operations or other NJT departments, providing information into ongoingoperations, incidents, and other related matters. Attend regular meetings with NJT Customer Service,Public Information, and Social Media personnel to confirm planned maintenance,special events, or other events impacting Light Rail and develop communicationsas necessary. Coordinate with NJT Public Information for messagedevelopment in relation to sudden service adjustments or outages. Periodicallyvisit each Light Rail system and participate in the Light Rail business car (no customers) ride along to observe safety and managerial inspections ofeach NJT Light Rail system and document as necessary. Periodically travel as an Eyes and Ears employeeto observe timetables/schedules to ensure on time efficiency. This should alsoinclude random station/platform walk throughs and observation of postings andcustomer information to ensure accuracy and effectiveness of signage, as wellas assisting customers as necessary. Report to and assist the Deputy Chief of Light RailOperations and assist him/her with various duties as assigned. During major service events or disruptions, act asthe primary Light Rail and Contract Services designee at the EmergencyOperations Center (EOC). Participate in necessary training related to NJTEmergency Operations Center and incident management. On call 24/7 unless otherwise directed. Other Light Rail duties as assigned. Education,Experience and Qualifications Bachelor s degree in communications, business administration, computerscience or related field from a US Department of Education accredited collegeor university or (4) years of applied experience in passenger communicationsystems, corporate communications, public relations, customer service orrelated field. 2 years of passenger/business communications, public relations, orcustomer communications required. At least 1 year of experience in a dataanalytics or similar role required. At least 1 year of customer serviceexperience in a public facing role good to have. Skills Microsoft Office Suite (Word, Excel, PowerPoint,SharePoint) Intermediate to advanced Excel skills (datavisualization, formulas, pivot tables, macros, etc.) At least one year of Salesforce or similar CRMexperience (report generation, list creation, case management) Power BI experience good to have Knowledge of or experience with extensiveenterprise/public transportation/rail logistics systems good to have Knowledge of National Incident Management System(NIMS) and/or willingness to learn Excellent organizational, interpersonal,written, and verbal communication skills are required