EAMS Administrator (Term-Limited Employment)

ST Public Branding•Seattle, WA

12d•$22 - $64•Hybrid

About The Position

Under general direction of the Manager, EAMS Administration, this position is responsible for supporting the customer service needs of the Enterprise Asset Management System (EAMS). This includes; adhering to system roles and permissions for user security access, analyzing, testing, implementing solutions to customer inquiries and issues, preparing documentation to support system functionality, distributing level 2 and 3 ticket requests to the appropriately trained team members to ensure customer satisfaction, creating reports and ad hoc queries, troubleshooting system problems, and providing user support in compliance with the appropriate Service Level Agreements. This is a Term-Limited position with an anticipated duration of 24 months. This posting may be used to fill multiple positions.

Requirements

Bachelor's degree in IT, Facility Management, Maintenance Management, or closely related field.
Four years of experience working in a service desk administrative capacity for a large customer base software system; Or an equivalent combination of education and experience.
Functional understanding of databases and how to utilize them for reporting.
Project management techniques and principles.
Principles and procedures of record keeping.
Report preparation and presentation.
ServiceNow ticket receipt and response best practices.
Understanding of SQL-based business applications to understand EAMS and related systems.
Pertinent state and federal regulations; Agency policies, procedures, rules, and regulations.
Customer service and/or technical support.
Modern office procedures, methods, and equipment including computers.
Establishing and maintaining effective working relationships with other department staff, management, vendors, outside agencies, community groups, and the general public.
Working under steady pressure with frequent interruptions and a high degree of employee contact by phone or in person.
Understanding, interpreting, and responding to end user requests and providing effective customer service using clear communication skills.
Communicating technical information to non-technical users.
Planning, implementing, completing, and reporting on progress, reviews, and end results.
Using professional and/or technical concepts to perform assigned duties and solve problems.
Utilizing personal computer software programs affecting assigned work.
Managing multiple tasks, setting objectives/goals, and re-prioritize work to meet changing deadlines and priorities.
Responding to inquiries using effective oral and written communication.

Responsibilities

Administers and oversees the EAMS for system users.
Enters, updates, and troubleshoots the system, assigns security to users, and monitors system performance.
Supports the EAMS Administration with testing, debugging, and enhancing the system.
Maintain documentation and training materials for each enhancement.
Serves as primary ServiceNow intake triage point, and distributes tickets based on complexity to the Senior EAMS Administrator or in some cases, the EAMS Solutions Architects.
Participates with internal work teams, task forces, and consultants to troubleshoot issues, streamline operations, create process improvements, and prepare updated documentation resulting from changing requirements.
Provides application support to end users.
Performs field and acceptance tests to system upgrades/patches before implementation, logs items tested along with results for historical recordkeeping.
Builds and tests queries for internal and external auditors and public disclosure requests.
Provides support in maintaining system documentation and “how to” for all levels of the system administration, provides training to end users related to changes to the system including process improvements and upgrades.
Champions and models Sound Transit's core values and demonstrates values-based behaviors in everyday interactions across the agency.
Contributes to a culture of diversity, equity and inclusion in alignment with Sound Transit’s Equity & Inclusion Policy.
It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
It is the responsibility of all employees to integrate sustainability into everyday business practices.
Other duties as assigned.

Benefits

Health Benefits: We offer two choi ces of medical plans, a dental plan, and a vision plan all at no cost for employee coverage; comprehensive benefits for employees and eligible dependents, including spouse or domestic partner.
Long-Term Disability and Life Insurance.
Employee Assistance Program.
Retirement Plans: 401a – 10% of employee contribution with a 12% match by Sound Transit; 457b – up to IRS maximum (employee only contribution).
Paid Time Off: Employees accrue 25 days of paid time off annually with increases at four, eight and twelve years of service. Employees at the director level and up accrue additional days. We also observe 12 paid holidays and provide up to 2 paid floating holidays and up to 2 paid volunteer days per year.
Parental Leave: 12 weeks of parental leave for new parents.
Pet Insurance discount
ORCA Card: All full-time employees will receive an ORCA card at no cost.
Tuition Reimbursement: Sound Transit will pay up to $5,000 annually for approved tuition expenses.
Inclusive Reproductive Health Support Services.
Compensation Practices: We offer competitive salaries based on market rates and internal equity. In addition to compensation and benefits, you’ll find that we provide work-life balance, opportunities for professional development and recognition from your colleagues.