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Job Purpose: Responsible for implementation and support of business-critical operations technologies which requires serving as a subject matter expert on the tools and making recommendations on the best application of the tools into the operating environment.

Works closely with key business stakeholders and subject matter experts to understand the drivers for business change and enables strategic business goals and objectives through the use of technology.

Major Responsibilities:

• Serve as a technology subject matter expert for routing, scheduling, dispatching and reporting tools.

• Manage technology supplier relationships to ensure performance and support of 3rd party products.

• Maintains up-to-date knowledge of emerging technology trends and developments in areas of interest to the business.

• Identifies opportunities of improvement where technology solutions can be leveraged.

• Conduct stakeholder meetings to gather requirements, propose technology plans, advise, and communicate progress of ongoing projects and initiatives.

• Work with Operations and Business Development to provide pricing and expertise on technology to include in bids. Also, supports startups of new locations and assist on-site during go live week.

• Maintains visibility to all planned and ongoing projects and ensures the impacts of these activities on the business organization are communicated to the appropriate business stakeholders in a timely manner.

• Schedule and manage the installation and configuration of onboard equipment such as tablets, MDTs, signage, etc. at First Transit locations.

• Ensures changes are managed effectively and communicated to the appropriate business organization where the business may be impacted by the change to avoid disruption.

• This position will primarily support our Fixed Route and Shuttle operations, though occasional involvement with Paratransit and other service types may be required.

• Maintain inventory of technologies used at our fixed and shuttle operations, including systems that are owned by client agency or others.

• Communicate with location managers to understand how local teams are using systems and identify opportunities for improvement with daily management and run-cutting opportunities.

• Participate in on-site training sessions presented by vendors with the goal of becoming highly proficient in the various systems used at our locations. Establish a library of course materials that can be used as a corporate knowledge base and the foundation for future First Transit-delivered training.

• Create written step-by-step processes, ranging from Quick Reference Guides to full user manuals, for various systems.

• Conduct on-site evaluation of technology users, including drivers, dispatchers, clerks, managers, etc. to determine if systems are being used correctly and completely. Deliver detailed written reports of activities observed, expected levels of performance, and action plans.
• Follow up by providing training, reevaluation, and quantitative progress reporting.

• Conduct detailed analyses of data from various systems to identify root-cause of operational issues and recommend improvements.

• Systems that will be supported include but are not limited to:
  • Computer-Aided Dispatch/Automatic Vehicle Location (CAD/AVL) Systems

  • Scheduling and dispatch software

  • Fare collection systems

  • Surveillance and driver safety/performance systems

  • Automated Passenger Counting (APC) systems

  • Radio and VOIP mobile communication systems

  • Data collection and analysis systems

  • Telephone systems

• Responds to help desk tickets as assigned.

• Assists IT with testing applications.

• Special projects as required.

• 25% travel requirement.

Experience & Skills Required:

• Bachelor’s Degree (or equivalent) preferred

• Experience working at a transit or paratransit operation required

• Experience working for a transit industry software provider a plus

• Knowledge of emerging mobility solutions including Mobility as a Service and alternate transport options (bike, scooter, TNC) required

• Knowledge of connected vehicle and smart city programs highly preferred

• Excellent oral and written communication skills required

• Proficient in Word, PowerPoint, Outlook, Teams, Zoom.

• Excellent interpersonal skills to work with all levels of employees.

FirstGroup is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. FirstGroup is also committed to providing a drug-free workplace. For candidates applying to positions in San Francisco or Los Angeles California, FirstGroup will consider for employment qualified applicants with criminal histories consistent with the requirements of the San Francisco Fair Chance Ordinance or Los Angeles Fair Chance Ordinance.