Content and Quality Assurance Associate

The NYC Department of Transportation's Analytics, Performance, and Management unit (APM), the agency's central analytics unit in the Executive Division, seeks a skilled and detailed-oriented Content and Quality Assurance Associate to work in the unit's Public Data team.

The Public Data team is responsible for managing the agency's relationship with the public regarding agency service requests and agency data. The Content and Quality Assurance Associate position is central to managing DOT's public-facing information across two key platforms: New York City's 311 Customer Relationship Management (CRM) systems and the Open Data Portal. This team oversees two major initiatives: 1) DOT's 311 Service Request Program - Ensuring accurate, accessible service information for NYC residents; and 2) DOT's Open Data Program Publishing and maintaining DOT datasets for public use. While the primary focus of this role is on the 311 Program, the selected candidate will also gain significant exposure to the Open Data Program as there is much overlap.

A key pillar of the Public Data team's mission is to provide customer service excellence and help further the agency's enterprise data management systems used for decision making. This role plays a vital part in delivering clear, reliable, and user-friendly information to the public.

The Content and Quality Assurance Associate position will report to the Deputy Director of Public Data, and this position is responsible for:

-Gaining subject matter expertise in DOT's 311 service information and related business unit operations.
-Collaborating with internal stakeholders to identify, develop, and refine public-facing services and enhance the system's pre-programed responses.
-Managing and curating DOT content within NYC 311, ensuring that published information aligns with agency business processes and is consistent in style, tone, and format.
-Evaluating content effectiveness by conducting gap analyses, identifying redundancies, and recommending opportunities and improvements based on internal reviews, research, data analysis, and public feedback.
-Effectively articulating project goals to City partners and stakeholders, highlighting key objectives and operational nuances.
-Facilitating business process reviews by using a variety of techniques such as interviews, workshops, surveys, site visits and storyboards to document workflows for DOT in NYC 311 and NYC Open Data platforms.
-Ensuring the Customer Relations Management (CRM) system information properly aligns with DOT's operational procedures for maintenance and repair workflows.
-Submitting and tracking change requests to the City's central 311 team to update or revise public information and business data.
-Conducting quality assurance reviews for content updates or system enhancements ensuring traceability to original requests.
-Generating ad hoc reports and data analyses to support decision-making and inform change request documentation.

COMMUNITY COORDINATOR - 56058

1. A baccalaureate degree from an accredited college and two years of experience in community work or community centered activities in an area related to the duties described above; or
2. High school graduation or equivalent and six years of experience in community work or community centered activities in an area related to the duties as described above; or
3. Education and/or experience which is equivalent to "1" or "2" above. However, all candidates must have at least one year of experience as described in "1" above.

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.