Senior Coordinator, Fare Systems - Service Levels -- Chicago Transit Authority

 Position: Senior Coordinator, Fare Systems - Service Levels  -- Chicago Transit Authority

Position Summary: The Innovation Office manages the Agency’s Open Standards Fare Collection System, called Ventra, which collects over $1 million each day in fare revenue and is the Nation’s first account-based transit fare collection system. The Office is responsible for an end-to-end update of the Ventra fare collection system, including transitioning the system to open architecture platform, and overhauling the 35-year-old bus fareboxes on every bus.

Under general supervision, proactively monitors the overall performance of the Open Standards Fare System, called Ventra; analyzes complex data to assess vendor service performance to ensure fulfillment of contractual obligations, and monitors maintenance and enhancement activity by the system vendor to ensure the achievement of contractual requirements and customer satisfaction. Develops and provides supporting documentation, data analysis and innovative solutions to verify vendor reporting requirements. Communicates vendor performance levels with appropriate groups.

Primary Responsibilities
1 - (35%) Monitors the performance of devices in the field against contractual requirements, including uptime, software bugs, hardware problems, and usage levels. Monitors the performance of resources in the field (e.g., policy adherence, proper use of functionality, training).

Generates and reviews vendor performance metrics, such as overall system and device availability, Customer Service Support, Service Level Agreements and Service Level Deficiency Credits (SLAs, SLDCs).

2 - (25%) Analyzes complex data sets to support operations and provide insights into customer usage trends

Prepares service level specifications for analytical, planning, evaluative, and system-related projects.  Compares service level results with contract requirements and financial model rules to determine and apply credits or deficiencies.

3 - (25%) Develops and oversees project plans to address system issues. Plans, executes, and manages assigned projects from initial stages through implementation. Monitors and recommends ongoing process improvements.

Coordinates with CTA department and external vendors to ensure product development, technology upgrades, and vendor integration projects meet budget and schedule expectations. Identifies project milestones and anticipates conflicts or delays that will adversely impact the project outcomes.

4 - (10%) Performs administrative duties to maintain documents and records related to fare systems operations. Manages correspondence, meeting minutes, and project related coordination for vendor integration programs.

5 - (5%) Performs related duties as assigned.

Education/Experience Requirements
Bachelor's Degree in Business Management, Data Science, Planning, Public Administration, Public Policy, Law, Information Systems, Engineering, or a related field, plus three (3) years of experience in, or an equivalent combination of education and experience related to this position. 

Knowledge, Skills, and Abilities

• Working knowledge of contractual terms and relationships, and auditing principles.
• Working knowledge and experience in preparation and analysis of various reports.
• Strong project management organizational skills
• Strong verbal and written communication skills.
• Strong computer skills with knowledge of Microsoft Office Suite software.
• Good interpersonal skills in dealing with a wide variety of CTA associates.
• Ability to operate in a fast-paced unstructured environment.

Salary
$75,000 - $85,000

Posting Expiration Date
June 10

Location
567 W Lake St., Chicago (hybrid)

For more information and to apply: https://www.transitchicago.com/careers/