OVERALL DESCRIPTION

Provides technical and administrative support for Regional Rail operational systems, including but not limited to the Advanced Train Dispatching System (ATDS), to ensure reliable day-to-day functionality in support of safe and efficient railroad operations.  Responsible for system monitoring, user administration, troubleshooting, coordination of maintenance activities, and support of system enhancements and operational continuity.

SPECIFIC RESPONSIBILITIES

• System Administration
  • Administers and maintains Regional Rail operational systems, including ATDS and related applications used by the Control Center.
  • Maintains user accounts, permissions, profiles, and system access controls.
  • Performs routine system checks, updates, and administrative functions to ensure reliable operation.

• Operational System Support
  • Provides technical support to Regional Rail Operations Control Center personnel related to system issues, outages, or functionality concerns.
  • Assists in identifying, troubleshooting, and resolving system issues affecting dispatching and operational workflows.
  • Monitors system performance and escalates technical issues as appropriate.

• System Monitoring and Reliability
  • Tracks system availability, performance, and recurring issues to support continuous operational reliability.
  • Assists in the coordination of system recovery efforts following disruptions or failures.
  • Supports continuity of operations by maintaining awareness of backup or alternate procedures when systems are unavailable.      

•   Coordination with Internal Departments and Vendors

• • Coordinates with Information Technology, Service Planning, Engineering, Maintenance & Construction, and system vendors regarding system maintenance, repairs, updates, and support issues.
  • Assists with vendor troubleshooting sessions and follow-up activities to resolve operational system issues.
  • Supports testing and validation of vendor-provided fixes or enhancements.

• System Enhancements & Change Support
  • Assists with the implementation, testing, and validation of system updates, patches, and enhancements.
  • Documents system changes and supports operational readiness for system modifications.
  • Helps identify opportunities for system improvements based on operational needs and user feedback.

SPECIFIC RESPONSIBILITIES CONT'D

• Data Integrity & Interfaces
  • Monitors data accuracy and system functionality related to operational interfaces and reporting outputs.
  • Assists in identifying interface issues between operational systems and downstream applications.
  • Supports review of system-generated data used for operational reporting and decision-making.
• Documentation & Procedures
  • Develops and maintains system documentation, user guides, administrative procedures, and troubleshooting references.
  • Supports the development and update of standard operating procedures related to Regional Rail systems.
  • Maintains records of system issues, changes, and resolutions.

• Training & User Assistance
  • Provides technical assistance and informal training to Control Center users on system functionality and proper use.
  • Assists in onboarding users and supporting operational adoption of updated system features or processes.

• Reporting & Analysis
  • Produces routine and ad hoc reports regarding system performance, recurring issues, and operational impacts.
  • Supports management with information needed to monitor system effectiveness and identify areas for improvement.

QUALIFICATIONS AND EXPERIENCE

• Bachelor's Degree in Information Systems, Computer Science, Engineering Technology, or related field, and three (3) years of experience in systems administration, technical systems support, or a related position.
• In lieu of a degree, an equivalent combination of experience in railroad control center operations and/or system administration or related field and education (i.e., two (2) years of related experience, equating to one (1) year of formal post-high school education) may be considered.
• Demonstrated ability to troubleshoot system and application issues, support users in a time-sensitive operational setting, coordinate with technical and non-technical stakeholders
• Working knowledge of user access administration, system monitoring and issue tracking, basic networking, system interfaces, and application support
• Microsoft Office applications and reporting tools
• Effective written/verbal skills and data analysis experience required.
• Ability to provide graphical representations utilizing Excel, Power Bi and Tableau. Data visualization skills required.
• Strong organizational, analytical, and time management skills required.
• Ability to work independently and manage multiple priorities in a 24/7 operational environment.
• Experience supporting or administering technical systems in an operational, transportation, industrial, or other real-time environment preferred.
• Internal SAM employees are eligible to apply for open positions (transfer/promotion) after six (6) months from the date of assignment for their current position. A review of the previous one (1) year performance appraisal (to ensure minimum standard of “Meets Expectations” for overall rating) will be conducted. A review of Discipline record, to ensure no discipline actions occurred during previous 1 year of employment will also be conducted.

IDEAL QUALIFICATIONS AND EXPERIENCE

• Experience supporting rail, transit, dispatching, or other transportation operations systems
• Knowledge of NORAC and the Physical Characteristics of SEPTA's railroad, preferred
• Familiarity with ATDS or similar dispatch/control applications
• Experience working in or supporting a Control Center or mission-critical operations environment
• Familiarity with system troubleshooting, incident support, and operational continuity procedures