Principal Service Analyst

Under the direction of the Section Manger, Service Analysis, the Principal Service Analyst is responsible for gathering, analyzing and validating operational data while developing automated reporting tools and visual products that improve data accuracy, access, and communication of data insights to internal and external stakeholders; oversees analytical initiatives and assists in guiding entry-level Service Analysts in analytical techniques and project delivery. Essential functions include:

1. Developing and maintaining performance processes, metrics, and measures to inform recommended operational and service improvements. 
2. Gathering, cleaning, aggregating, querying, analyzing, and interpreting operational data; validates inputs, calculations, algorithms, outputs, and resolves data gaps or inconsistencies. 
3. Designing dashboards, interactive reports, charts, presentations, and other visual products that clearly communicate findings, outcomes, and trends on both a scheduled and ad hoc basis. 
4. Creating and maintaining automated reporting workflows, analytical tools, databases, and processes that accelerate data access, improve data accuracy, and streamline the distribution of analyses. 
5. Coordinating with departments, operating divisions, vendors, and other stakeholders to fulfill data requests, address analytical needs, assess operational performance, identify opportunities to improve data quality, enhance equipment and data accuracy, and translate findings into actionable recommendations that support data-informed decisions. 
6. Leading analytical projects; managing timelines, milestones, and partner communications. Presents findings and recommendations to managements while mentoring entry-level Service Analysts in analytical methods and project execution. 
7. Performing other duties as assigned. 

Qualifications:

Education:

Qualified candidate must have a Bachelor's degree in urban and regional planning, data science, computer science, statistics, business, economics, or other related field (a master’s degree in one of the previously mentioned fields is preferred).

Experience:

Must have at least four (4) years’ experience in performance monitoring, data processing and analysis, data reporting and visualization, data science, business analytics, business intelligence, quantitative analysis, or other related fields. An equivalent combination of education and experience sufficient to perform the essential duties of the position will be considered.

Certifications: 

A valid driver’s license with a good driving record. 

Proficiencies:

Must have excellent computer skills and be proficient with the following software applications: Microsoft (Office, Outlook, Word, PowerPoint, and Excel); Experience with Python, Excel VBA, or other programming languages, and/or data management and statistical analysis tools (R, SPSS, STATA, SAS, etc.); Experience with relational databases such as Microsoft SQL Server and Oracle, including writing queries to obtain and manipulate data. 

Experience with visualization software such as Power BI or Tableau. Knowledge of HASTUS, Automated Passenger Counters (APCs), the Intelligent Bus System (IBS), the General Transit Feed Specification (GTFS), ArcGIS/Map, and Ridecheck/CleverInsights is preferred.

Excellent verbal and written communication skills.  Exceptional analytical, problem-solving, and interpersonal skills, with advanced proficiency in statistical analysis.

Excellent data analysis, logic, and computer skills with outstanding time and project management skills. Must be able to produce accurate work and meet deadlines with minimal supervision. 

Physical Requirements:

This role requires sitting for extended periods, typing on a computer, and attending meetings. This position rarely requires the lifting, carrying, pushing, or pulling of materials over 10 pounds.

Working Conditions:

This position is based in an office setting, with standard office equipment, including a computer, phone, and desk space. However, occasionally there is a need to perform work at a Pace garage or at other locations in the Pace service area. 

Salary:

E4 Full Salary Range: $63,306-$138,328

Midpoint: $100,817

Starting Salary Range: $63,306-$100,817

Pace provides full pay ranges so candidates can consider their long-term growth potential. 

BENEFITS SUMMARY