Operations Analyst

Position Objective:

The purpose of this position is to administer and support activities and process transactions for the Human Resources Employment area.

Responsibilities:

Gather, validate, and maintain data and other transaction inputs
Gather forms and track status
Enter transactions in PeopleSoft and the service request management tool
Retrieve, index, and review scanned documents and forms
Provide satisfactory customer service by receiving, analyzing, researching, and seeking a resolution to assigned inquiries
Integrate across COE teams to document, research, and resolve basic issues and errors as assigned. Understand when to resolve or escalate to a supervisor
Perform/support cyclical processing and period-end activities
Complete assignments as delegated by the supervisor
Comply with MTA and COE policies, practices, and procedures
Develop and update operating procedures and training materials as needed
Understand the MTA and COE vision, including how individual responsibilities fit into the long-term strategies
Track and report the status of work
Maintain an appropriate level of process, functional, and technical knowledge and participate in training to continue to develop such knowledge
Support other team members as appropriate
Ensure that all assignments are completed with the highest quality and within agreed-upon Service Level Agreement guidelines and Key Performance Indicator targets
Support additional Employment functions as needed, i.e., civil and non-civil service processing, UCM, Siebel, etc.
Adhere to the team budget
Identify and implement continuous improvement initiatives as assigned
Participate in user groups as necessary
Identify and document input to the knowledge management tool

Skills and Abilities:

Required:

Possess specific work experience for HR Employment
Working knowledge and use of PeopleSoft or related database software
Ability to work in a team environment
Ability to process requests consistently with general supervision
Ability to assess problems and promptly resolve or identify an appropriate team to resolve
Strong oral and written communication skills
Strong interpersonal skills with the ability to work with and collaborate across the COE at all levels within and outside the organization
Strong time management skills and the ability to manage individual assignments
Strong attention to detail
Ability to handle sensitive situations and maintain a high degree of confidentiality

Preferred:

Understanding of MTA HR policies and procedures
Familiarity with performance metrics and the ability to meet identified targets
Working knowledge of service request management tools
Working knowledge and use of office productivity tools (e.g., MS Outlook, MS Office applications) and web-based applications

Education and Experience:

Required:

High School Diploma or GED
Minimum three (3) years of experience in HR, Employment data processing, or other related area
Preferred:

Bachelor's degree or Associate's degree with relevant experience in Business or related field
Shared Services experience