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Overview
Role: Ops Manager / Business Analyst Location: Brooklyn, NY Duration: 36+ Months Responsibilities
Objective: Ensure business and system requirements are accurate, up-to-date, and aligned with stakeholder needs through close collaboration with the MTA Director of Payment Processing and Data Analysis and Reporting. Collaborate with the Director of Payment Processing and Data Analysis and Reporting to review and audit current TABIS requirement documents. Identify outdated, redundant, or incomplete requirements and clarify existing pain points. Gather updated business needs from business users, technical teams, and compliance officers. Document updated requirements using standardized templates, including functional and non-functional details. Conduct joint validation sessions with stakeholders to review, incorporate feedback, and obtain formal sign-off on revised requirements. Maintain version control and repository management of requirement documents. Establish an ongoing review process including a formal change request procedure. Align system changes with development and QA teams, ensuring traceability throughout development and deployment. Evaluate and improve tools and templates used for requirements management. Objective: Manage the intake, resolution, and reporting of TABIS user tickets with the MTA Director of Payment Processing and Data Analysis and Reporting. Monitor the ticketing system daily, prioritize tickets, and categorize issues based on impact and SLA requirements. Triage, clarify, and assign tickets to appropriate team members; coordinate resolution efforts and facilitate communication between users, developers, and technical staff. Maintain comprehensive ticket documentation including issue descriptions, reproduction steps, attachments, and resolution notes. Generate and review regular reports summarizing ticket volumes, trends, and SLA compliance for stakeholders. Participate in ticket review meetings to identify blockers and propose improvements. Provide user communication and training support to ensure clear and timely updates. Archive resolved tickets, manage duplicates, and maintain a clean ticketing system. Identify and implement process improvements in ticket management. Procedure Manual Updates for TABIS: identify relevant manuals, inventory documents, prioritize updates based on user impact and system changes; coordinate with Operations Manager to update content with clear instructions and screenshots; validate changes with stakeholders. Collaborate with the PruTech Operations Manager on tasks related to manual updates, ensuring accuracy and consistency. Qualifications & Profile
Seniority level: Mid-Senior level Employment type: Full-time Job function: Research, Analyst, and Information Technology Industries: Software Development For reference: other related roles and salary postings appear on the page, but are not part of this role description.
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Role: Ops Manager / Business Analyst Location: Brooklyn, NY Duration: 36+ Months Responsibilities
Objective: Ensure business and system requirements are accurate, up-to-date, and aligned with stakeholder needs through close collaboration with the MTA Director of Payment Processing and Data Analysis and Reporting. Collaborate with the Director of Payment Processing and Data Analysis and Reporting to review and audit current TABIS requirement documents. Identify outdated, redundant, or incomplete requirements and clarify existing pain points. Gather updated business needs from business users, technical teams, and compliance officers. Document updated requirements using standardized templates, including functional and non-functional details. Conduct joint validation sessions with stakeholders to review, incorporate feedback, and obtain formal sign-off on revised requirements. Maintain version control and repository management of requirement documents. Establish an ongoing review process including a formal change request procedure. Align system changes with development and QA teams, ensuring traceability throughout development and deployment. Evaluate and improve tools and templates used for requirements management. Objective: Manage the intake, resolution, and reporting of TABIS user tickets with the MTA Director of Payment Processing and Data Analysis and Reporting. Monitor the ticketing system daily, prioritize tickets, and categorize issues based on impact and SLA requirements. Triage, clarify, and assign tickets to appropriate team members; coordinate resolution efforts and facilitate communication between users, developers, and technical staff. Maintain comprehensive ticket documentation including issue descriptions, reproduction steps, attachments, and resolution notes. Generate and review regular reports summarizing ticket volumes, trends, and SLA compliance for stakeholders. Participate in ticket review meetings to identify blockers and propose improvements. Provide user communication and training support to ensure clear and timely updates. Archive resolved tickets, manage duplicates, and maintain a clean ticketing system. Identify and implement process improvements in ticket management. Procedure Manual Updates for TABIS: identify relevant manuals, inventory documents, prioritize updates based on user impact and system changes; coordinate with Operations Manager to update content with clear instructions and screenshots; validate changes with stakeholders. Collaborate with the PruTech Operations Manager on tasks related to manual updates, ensuring accuracy and consistency. Qualifications & Profile
Seniority level: Mid-Senior level Employment type: Full-time Job function: Research, Analyst, and Information Technology Industries: Software Development For reference: other related roles and salary postings appear on the page, but are not part of this role description.
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