Application Specialist - Service Delivery

Company: Keolis Commuter Services
Location: Boston
Posted on: May 9, 2025

Job Description:

Application Specialist - Service DeliveryJob Category: Information TechnologyRequisition Number: NONFR004673Apply now

• Posted : April 15, 2025
• Full-Time
• HybridLocationsShowing 1 locationDescriptionAt Keolis Commuter Services (KCS), we give every team member-and their ideas-a seat for the journey. We are a diverse team made up of different backgrounds, stories, and perspectives, which is our strength. If you're looking for a career with a company that invests in your future, KCS is the place for you. We Imagine. We Care. We Commit!Since 2014, Keolis Commuter Services has been entrusted with operating and maintaining the Commuter Rail network on behalf of the Massachusetts Bay Transportation Authority (MBTA). During this time, we have worked to deliver a safe and reliable service, thanks to the knowledge and dedication of our team, and our experience operating transit networks around the world. Today, we're proud of the progress we have made together to deliver a best-in-class service for the Greater Boston community.We believe our people are what make us great. That is why we demonstrate a commitment to a safe, healthy, and inclusive culture that welcomes ideas, encourages innovation, and values belonging. Your future starts here.At Keolis Commuter Services, LLC we provide a competitive compensation package that is designed to be flexible and comprehensive to meet the needs of our hard-working employees and their families.Benefits Package Highlights:
  • Generous Medical & Rx plan
  • Railroad Retirement Benefits - a federal program that administersretirement, survivor, unemployment, and sicknessbenefits to U.S.railroadworkers and their families.
  • Fidelity 401K Program
  • Flexible Spending Accounts
  • Transit and Parking Reimbursement Benefits
  • Employee Assistance Program
  • Company Sponsored Life & Accidental Death and Dismemberment Benefits
  • Education Assistance
  • Short- & Long-term Disability Benefits
  • Voluntary Benefits Plan options including
    • Supplemental health plans for accidents, critical illness, hospital stays
    • Pet, Home, Auto insuranceKnowledge and Skills
      • High attention to detail, presentation, and organizational skills
      • Strong knowledge of Microsoft Office Suite
      • Able to express data through visualizations to tell a story
      • Knowledge of performance systems and metrics
      • Ability to maintain a positive rapport within and without the organization
      • Able to multi-task across multiple projects
      • Process and solutions driven
      • Knowledgeable on social media platforms and mobile applications
      • Critical thinkingExperience
        • 2-5 years of relevant experience in transportation/utilities industry
        • Experience developing SQL queries and working with relational databases
        • Bachelor's degree in engineering or related discipline
        • 1+ year experience with Python or other scripting language
        • 1+ year experience with Azure or other cloud computing provider
        • Strongly preferred:
          • Transportation scheduling/resource planning experience
          • Lean experience
          • 3+ years data analysis
          • Experience with transit industry standard tools (HASTUS; Trapeze; CAD/AVL, etc.)Key Accountabilities
            • Serve as system administrator, subject matter expert, and tier III technical support contact for assigned enterprise applications, focusing especially on:
              • CAD/AVL system
              • PIDS (passenger information display system)
              • Real-time data (vehicle location, prediction, and disruption management) system
              • Performance/contract management system (TRMS)
              • Various other employee- and customer-facing operation support systems
              • Develop and maintain industry/subject matter expertise on areas of accountability, demonstrate ability to evaluate current tools and applications against industry benchmarks and practices of peer public transit agencies
              • Provide strategic guidance to Service Delivery Technology team on future of systems and platforms of responsibility
              • Oversee change management process within area of responsibility, especially regarding requirements specification and system testing
              • Establish relationships with stakeholders and end users and departments:
                • User personal observation and user feedback to formulate suggestions for improvement
                • Remain abreast of internal and external customers' needs and requirements
                • Become and remain familiar with the workflows and processes of the end users of assigned enterprise applications; demonstrate ability to weigh effectiveness of current solutions against the needs of end users
                • Act as the liaison between third-party vendors, KCS Digital Solutions, and KCS business departments
                • Monitor offerings of third-party vendors and, where appropriate, advocate for upgrade and enhancements of KCS enterprise applications to meet unmet needs and reduce technical debt.
                • Drive toward established metrics, focusing especially on adoption of tools and removal of manual processes
                • Create conceptual design solutions and maintain system documentation following system changes and upgrades
                • Challenge established thinking and processes, discover new ways of approaching and providing solutions
                • Contribute to project management process during large changes, including tracking of success metrics, tracking of action item lists, creation and maintenance of documentation, and performance reporting
                • Follow developed IT Change Management process including ability to document changes and audit (and if necessary, correct) documentation of current state/as-built conditions
                • Provide ad-hoc and scheduled training as necessaryAnalytics
                  • Propose and measure success metrics for projects and programs (rate of adoption, etc.)
                  • Support end users in tracking of KCS operating metrics (e.g. on time performance, delays, etc.)
                  • Design, support, and test various data visualizations and reports requested by functional area
                  • Ensure data integrity and logic of various data points
                  • Measure use and value of existing systems within the businessSystem Support
                    • Monitor and support integrations between various systems
                    • Monitor system uptime and troubleshoot with various stakeholders to resolve issuesOther
                      • Perform other duties as requested
                      • Understand and ensure KCS compliance with MBTA Operating Agreement as is pertinent
                      • Ensure KC policies and procedures are adhered to in operation of the Commuter RailAdditional Statements:Drug and alcohol screening: Employment contingent upon passing pre-employment drug and alcohol screen. Also, contingent upon receiving a favorable background check. Must pass a physical examination.
                        Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the most successful transportation company in the world.
                        
                        Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of operations to our people and the communities in which we operate.
                        
                        EEO statement: Our policy is to afford Equal Employment Opportunity to qualified individuals regardless of their race, color, sex, religion, age, creed, marital status, national origin, ancestry, physical or mental disability, sexual orientation, or gender identification. We maintain a drug-free workplace and perform pre-employment substance abuse testing.
                        Disclaimer and closing statement: The above statements are intended to describe the general nature and level of work performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of employees assigned to this job. Keolis is committed to offering our employees competitive compensation and benefits, opportunities for development and growth throughout an exciting and rewarding career, and the safest work environment possible.Equal Opportunity Employer
                        This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
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Keywords: Keolis Commuter Services, Springfield , Application Specialist - Service Delivery, Other , Boston, Massachusetts