Service Support

**Marketing Statement**:
As the largest operating company in the integrated TransLink enterprise, Coast Mountain Bus Company (CMBC) operates a fleet of clean-fuel conventional and community shuttle buses, zero-emission trolley buses, and passenger ferry SeaBuses in Metro Vancouver, the largest single transit service area in Canada.

At CMBC, one of BC’s Top Employers, we're committed to providing an innovative, healthy, and engaging workforce. This is reflected in our workforce of over 5,500 employees performing over 400 unique jobs, who are committed and empowered to deliver service that attracts nearly 1.1 million passengers daily and connects people, businesses, and communities in the Metro Vancouver region.

We have the important job of helping our passengers get to work, appointments, visiting with family and friends, and back again every day. Metro Vancouver relies on us, and we take that as a point of pride.

**Responsibilities**:
PRIMARY PURPOSE

KEY ACCOUNTABILITIES

Performs complex analysis of Service Support and Security Services data to provide reports and statistical information on trends, themes, areas of where improvements are needed and provides detailed information which is used to provide expertise and advice to the business that could impact future staffing types and levels, investigations, and other significant changes.

Designs and builds real time dashboards to measure, track, and display key business metrics to help improve business processes.

Reviews and reads confidential operations, service support and security-related incident reports, files, transit communications, complaints, correspondence, etc. and cross-references to employee involvement in offences where police notification and investigation may have been warranted. Ensures proper evidentiary, investigative and law enforcement procedures have been followed and that all reports are complete.

Develops monthly, quarterly, and yearly performance reports for Service Support and Security Services

Acts as a confidential reader gathering and analyzing information from various sources, ensuring that proper procedures are followed.

Identifies data anomalies, patterns, overlaps and duplications and recommends improvements.

Develops and implements data quality control measures and monitoring solutions within the dashboard to support data quality.

Ensures the integrity, consistency and use of Service Support and Security Services data by ensuring source data is reliable and collected in a consistent manner.

Conducts complex analysis, forecasting, reporting and documentation such as building business-focused visualization.

Produces statistical reports and Dashboards for various groups including, but not limited to, Service Support, Security Operations, Security Management, CMBC Performance Reporting

Acts as a confidential recorder of offence coding logs, and handling of operations, service support and security records.

Analyzes service support and security operational files and prepares reports.

Obtains information, assesses requirements, and proposes solutions for reporting using programs such as Microsoft Excel, Access, Power Query, Power Pivot, Power BI.

Prepares ad hoc reports/presentation materials and provides in-depth analysis/recommendations to the management team.

Assisting the Senior Manager, Managers, and Assistant Manager in responding to requests and providing information where needed.

Serves as a liaison between the end users and BTS and various internal stakeholders.

Performs related duties as assigned, such being items of a minor nature that do not affect the value of the job.

**Qualifications**:
EDUCATION & EXPERIENCE:
The requirements for this job are acquired through a diploma in computer science/computer systems including courses in database design, programming, business, and systems analysis. In addition, requires 3 years of recent related experience in information analysis using report-writing software, and progressive experience in building business-focused visualization dashboards and in data analysis.

OTHER REQUIREMENTS:
Strong communicator and ability to train end users.

Power BI experience is preferred.

Knowledge of methodologies for supporting system improvements to a range of complex issues.

Solid experience with project coordination and implementation.

Excellent written and oral communication skills.

Demonstrated ability to present complex information in an understandable and compelling manner.

**Other Information**:
Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.

**Work Schedule**:
37.5 hours per week.

**Work Designation**:
Resident.

This position works predominately on-site.

**Rate of Pay**:
Salary