Business Analyst- Customer Service

Position Title: Business Analyst – Customer Service

Safety Sensitive: No

Supervisor’s Title: Director of Mobility Solutions

FLSA Status: Exempt

Department: Mobility Services

Division: Operations

POSITION PURPOSE

The business analyst – Customer Service- will manage and interpret data to improve IndyGo's customer service, support technology projects, and assist with data-driven decision-making in the Public Affairs division. This position will provide critical insights and support regarding opportunities to generate revenue, including creating sales agreements and transit pass programs. The business analyst position will evaluate business processes, financial transactions, and various market data to ensure quality, efficiency, and equity in the customer service program.

*The salary for this position is $53,000- $59,000 annually.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

To succeed in this role, an individual must perform the functions listed below satisfactorily. The company will make reasonable accommodations to enable individuals with disabilities to perform these functions.

Essential Functions

• Documents customer service business processes to provide training for employees.
• Analyzes business processes and workflows to identify improvements.
• Identifies issues and assists in developing systematic resolution in all aspects of customer service operations.
• Assists with the development of requirements for new technology projects.
• Tracks, analyzes, and forecasts trends in online and counter-retail sales.
• Tracks analyzes, and reports customer comment/complaint trends.
• Assures quality of financial transactions including cash and electronic payments.
• Supports transit pass programs: reports usage, ensures quality in billing and transactions of executed transit pass agreements with employers, institutions, and social service agencies.
• Develops and maintains metrics to support marketing and sales campaigns.
• Facilitates deployment and testing of new hardware and software solutions.
• Supports Public Affairs on various aspects of program development and evaluation.
• Assists with project management.
• Understands and communicates customer perspective, and advocates for issue resolution.
• Investigates transportation operations and financial data in various software platforms.
• Critically reviews customer service operations and recommends policies and protocols to safeguard assets.

OTHER FUNCTIONS

• Performs other duties as assigned.

EDUCATION AND/OR EXPERIENCE

To perform this job successfully, an individual must have the following education and/or experience.

• Bachelor’s degree in Business, Information Technology, Project Management, or a related field
• Experience in managing technology resources is desired.
• Project Management experience is desired.
• An equivalent combination of education and experience may be considered.

KNOWLEDGE, SKILLS, AND ABILITIES

The requirements below represent the knowledge, skills, and/or abilities required to perform each essential duty satisfactorily.

• Must have experience using Microsoft Visio, Microsoft SharePoint Project Implementation, and Microsoft 365.
• Above average technology skills with the ability to use and advise functionality requirements of web-based applications.
• Ability to develop reports and analyze data to forecast trends.
• Proficiency in using a computer and related technology, including proficiency with Microsoft Office, the internet, software applications, and aptitude for learning new software or applications.
• Ability to interact with internal and external constituents in person and through phone, e-mail, and written correspondence.
• Above-average decision-making and problem-solving abilities.
• Good presentation skills and the ability to communicate with groups.
• Above-average mathematical abilities (addition, subtraction, multiplication, and division).
• Ability to prioritize, organize, and manage tasks and time effectively.
• Ability to operate office equipment, including copiers, fax machines, and phones.

PHYSICAL DEMANDS

The physical demands described here represent those an individual must meet to perform the essential functions of this job successfully.

• Ability to work in a deadline-oriented office environment.
• Ability to work independently with minimal supervision.
• Ability to remain stationary for extended periods of time and move throughout the workday, occasionally between departments and facilities.

IndyGo is an Equal Opportunity Employer