Project Analyst

Description

Responsibilities

Reporting to the Project Manager, the selected candidate will be responsible for supporting the coordination of activities surrounding the deployment of multi-agency customer service contracts for the NY E-ZPass Customer Service Center System, License Plate and Owner Identification Services (LPOIS), Customer Service Operations, and Tag Management and Distribution. The successful candidate will be responsible for assisting the Project Manager in the execution of tasks that will lead in identifying issues that could cause delays in the deployment and providing project status reports for department executive management. The successful candidate will also be responsible for leading and developing an effective structure/system for how the TB&T E-ZPass CSC team manages data during the Operations and Maintenance phase.

The following are associated responsibilities related to this project: 

Implementation – Present to 2024

Support processing project documents such as the plans, designs, requirements, schedules, and invoices as directed by the project manager.

Create and manage various tracking tools to identify project status and coordinate tasks for internal stakeholders.

Coordinate participation of internal stakeholders in scheduled project meetings based on the agenda.

Schedule/attend project meetings as needed and take minutes during such meetings.

Review and perform routine audits on monthly invoices.

Operations and Maintenance – 2024 and beyond

Compile, validate, manage, and analyze NY E-ZPass Customer Service Center (CSC) customer service data and perform quantitative and qualitative data analysis and build various reports for the TB&T’s Revenue Collection Team, Senior and Executive Management.

Create, maintain and expand the data visualizations in PowerBi.

Analyze and present customer contact center and tag inventory data in a monthly dashboard for Management.

Create and maintain a library of documentation on query and report designs.

Identify concerns from the data and escalate to NYCSC/Project Manager.

Track and validate vendor Service Level Agreements and calculate associated damages based on Service Level Agreements established in the contract.

Analyze and monitor monthly key performance indicators and develop reports to highlight historical trends, performance degradation against contractual service level agreements, and highlight key insights

Compile, review and validate monthly invoices and back-up documentation for accuracy. Track monthly invoice spending. Assist with developing the annual unit budget.

Develop financial estimates as needed when determining future change order requests or assessing damages on the CSC performance outside of SLAs.

Research and provide timely responses to inquiries from Audit.

Other ad-hoc requests as required to support the business unit.

Qualifications

Candidates must present the following qualifications to be considered eligible for this position:

Must possess a Bachelor’s Degree from an accredited college or university or have 4+ years of relevant experience.

Excellent English writing and verbal communication skills.  Must be capable of drafting reports and management summaries.  

Strong interpersonal and relational skills with the ability to establish and maintain effective professional relationships with multi-agency personnel, consultants, senior executives, etc.

Strong organizational skills. Must be able to handle multiple tasks, schedules and priorities and communicate changes to team members.

Excellent written and oral communication skills. Must be able to effectively communicate with internal/external stakeholders via all platforms (etc. email, Teams, phone or in-person).

Ability to work well independently as well as in a team environment and handle multiple assignments as well as meet deadlines.

Expert knowledge in Excel and PowerPoint.

Willingness to start work early or late morning (as needed) to maximize daily coverage in conjunction with the Project Manager.

Knowledge of multiple database types and reporting technologies.

Desired

Ideal candidates will present the following profile:

Ability to gather performance data, document performance deficiencies, and provide recommendations and/or corrective action if required.

Experience with Customer Contact Centers and associated KPIs.

Knowledge of roadside toll collection and/or back-office customer service center operations.

Knowledge of Salesforce.

Excellent English writing and verbal communication skills.  Must be capable of drafting reports and management summaries.  

Strong interpersonal and relational skills with the ability to establish and maintain effective professional relationships with multi-agency personnel, consultants, senior executives, etc.

Strong organizational skills. Must be able to handle multiple tasks, schedules and priorities and communicate changes to team members.

Excellent written and oral communication skills. Must be able to effectively communicate with internal/external stakeholders via all platforms (etc. email, Teams, phone or in-person).

Ability to work well independently as well as in a team environment and handle multiple assignments as well as meet deadlines..

Willingness to start work early or late morning (as needed) to maximize daily coverage in conjunction with the Project Manager.

How to Apply:

Interested candidates should apply to this job by clicking on the "Apply Now" button and submitting a combined cover letter and resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications.

Only applicants under consideration will be contacted.

About The Port Authority:

Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency's network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than $23 billion in annual wages and $80 billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.

Equal Opportunity Employer

The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.