Program Assistant AFC2TK053

The Program Assistant for Operational Readiness will be responsible for supporting the Fare Transformation Operational Readiness team and various workforce development initiatives as the team transitions to its new automated fare collection system. The role will assist with internal/external communications, change management, training, reporting, stakeholder management and additional duties as assigned.

Requirements

Duties

• Assists with the implementation of training/education programs to fully inform various MBTA employee stakeholder groups of AFC 2.0 Fare Transformation impacts.
• Serve as liaison with MBTA stakeholders and vendors to ensure that training offerings and materials are sufficient and timely.
• Assist with documentation related to operational needs such as Special Orders and Standard Operating Procedures as well as related publications such as newsletters, releases, email announcements, on-line content, intranet, and video as appropriate.
• Respond to and support all MBTA staff requests regarding information related to the MBTA Fare Transformation project.
• Assist with Test phase initiatives ensuring all requirements are fully tested, documented and remain on schedule.  
• Gather operational data and reports to identify trends and assist the Transition Team on necessary strategies for customer adoption of new technology.
• Assist internal employee groups with the adoption of new work-flow processes and technology related to the implementation of AFC 2.0.
• Assist with the development and management of Authority-wide awareness, education, and transition campaigns.
• Assist with providing regular project status updates and monitoring and reporting on the adoption of Fare Transformation across various MBTA stakeholders groups.
• Assists with the tracking of overall project progress.
• Responds to and supports MBTA staff requests regarding the project to identify and mitigate risks proactively and escalate issues as needed. 
• Respond to each inquiry, whether from a customer, vendor, or co-worker in a professional and courteous manner.
• Work any and all shifts and / or locations as assigned or directed.
• Uphold the rights and interests of the Authority while building and maintaining an effective relationship with employees.
• Assist in the management of a workforce by ensuring the fair and consistent application and strict adherence to the rules, regulations, collective bargaining agreements (if applicable) and policies of the Authority including the EEO, Anti-Discrimination and Anti-Harassment and Anti-Retaliation policies.
• Assist in coordinating stakeholders, gathering information for, and the execution of organizational change and business continuity plans.
• Perform related duties and projects as assigned.

Minimum Requirements

• A degree from an accredited institution in Business, Transportation Planning, Civil Engineering, Logistics, Computer Science, Public Administration, Information Technology, or a related field
• Two (2) years of related supervisory/training experience
• Excellent organizational, confidentiality, multi-tasking and time management skills.
• Strong computer and analytical skills. 
• Proficient in Microsoft Office Suite, including Word, Excel, Access, and PowerPoint.
• The ability to pass: background screenings; and the MBTA’s medical requirements, including a physical examination and drug and alcohol screening.
• Handle sensitive and confidential information in an appropriate manner.
• Have excellent customer service and conflict resolution skills.
• The ability to provide internal and external customers with a courteous and professional experience.
• Be available to work twenty-four (24) hours per day, seven (7) days a week.
• Have a satisfactory work record for the two (2) years immediately prior to the closing date of this posting, including overall employment, job performance, discipline and safety records Infractions and / or offenses occurring after the closing of the posting and before the filling of a vacancy may preclude a candidate from consideration for selection.
• The ability to supervise and work effectively with a diverse workforce.

Preference

• Experience in training and/or change management