Transit ITS Applications Support Specialist

Transit Its Applications Support Specialist

The Transit ITS Applications Support Specialist serves as the subject-matter expert for day-to-day monitoring, triage, and resolution of transit ITS software systems. This role ensures high availability and performance of fare collection, cameras, CAD/AVL/APC, passenger information, mobile ticketing applications, and delivers end-user training and guidance as required.

Reports directly to the Transit ITS Applications Manager and partners closely with the IT infrastructure department, business stakeholders, and external vendors.

Key responsibilities include:

• Proactively monitor health and performance of ITS applications, triage alerts, and execute initial troubleshooting, and coordinate response with stakeholders and operations staff
• Provide Level 1 and Level 2 support for fare systems (Breeze), CAD/AVL, APC, passenger information signs, and mobile ticketing
• Work closely with cross-functional teams, including ATL IT infrastructure team, transit operations, and external vendors, to ensure transit technology systems operate reliably and securely
• Act as the primary SME for ITS applications, developing and updating runbooks, standard operating procedures, and training materials
• Deliver end-user training sessions and job aids on ITS applications, workflows, and best practices
• Coordinate incident resolution by engaging appropriate IT teams, third-party vendors, and business units
• Document incidents, root-cause analyses, and resolution steps in the ticketing system
• Participate in change management processes, including pre-deployment testing and post-implementation validation
• Support on-call rotation for after-hours incident response and emergency troubleshooting
• Perform onsite visits as needed to gather diagnostics or support major service restorations
• Recommend process improvements and automation opportunities to enhance application reliability

Technical competencies required include:

• Expertise in ITS software: fare collection, CAD/AVL, APC, passenger information, and mobile ticketing
• Proficient with monitoring/logging tools (Splunk, Grafana, New Relic) and ticketing platforms (ServiceNow, Jira)
• Strong understanding of application integrations, APIs, middleware, and basic database queries
• Familiarity with PCI-DSS requirements, payment security, and access control mechanisms
• Solid grasp of ITIL incident and change management practices
• Excellent training, written, and verbal communication skills for clear instruction and documentation

Education & experience:

• Bachelor's degree in information technology, Management Information Systems, or related field, or equivalent experience
• Minimum of 2 years' experience in application support or operations, preferably with transit ITS or other mission-critical systems
• Demonstrated ability to create and deliver technical training to end users in a fast-paced, multi-vendor environment

Certifications:

• ITIL Foundation certification preferred
• PCI-DSS Practitioner or equivalent payment security credential a plus