Toll Operations Analyst

About us:

I-77 Mobility Partners LLC is financing, developing, designing, constructing, operating and maintaining the 26-mile I-77 Express project as part of a public-private partnership with the North Carolina Department of Transportation. The tolled express lanes run adjacent to the general-purpose lanes on I-77 between uptown Charlotte and Mooresville. I-77 Mobility Partners is responsible for operations and maintenance of all lanes, both express and general purpose, and right of way within the designated project corridor limits.What makes us different? Our people come first. We want every single employee to develop both professionally and personally. With a strong focus on growth potential, we look to our internal employees as potential candidates for both national and international opportunities. We aim to achieve greatness by promoting from within every chance we get. We work hard and play hard and strive every day for success and achievement. With a diverse group of professionals working in a fast-paced environment, we achieve milestones constantly. And if that weren’t enough, we also offer our employees highly competitive insurance benefits, Paid Time Off, and a matching 401(k) program.

Job Description:

About the Role:

The Operations Analyst assists the Toll Operations Manager in monitoring and supporting day to day operations of the Back Office System, TCS, and ATMS to ensure on-time and accurate billing of toll transactions; facilitate month-end processes with the Toll Service Provider (TSP); analyze and trend the handling of transactions; accurate reconciliation of all revenue; accurate reporting of revenue and traffic; and ensure managed lane customers experience a predictable and reliable experience. The Operations Analyst also actively

participates in the implementation and testing of central systems, tracks results and records and escalates system performance issues.

Essential Duties and Responsibilities:

• Interact with the TSP ensure a smooth and efficient integration and operation
• Monitor the Recon Queue and Dispute Queue volumes, and work with the Image Review Supervisor to
• ensure the transactions are cleared by applicable dates
• Monitor and trend the disposition reason codes, and escalate as necessary
• Facilitate the monthly adjustment and dispute process with the TSP
• Establish and ensure adherence to month-end closure timelines with the TSP
• Monitor and support accurate and timely transaction processing, submission of toll transactions to the TSP for billing, and oversees accurate transaction rating and closing of rate gaps
• Reconcile daily payments of transaction files to disposition files
• Monitor System alarm and escalate as needed
• Monitor daily TVL files from NCTA and make sure the files are received & processed in timely manner.
• Monitor and trend proper system handling of HOV transactions, escalate as necessary, and be able to assist the Customer Support department with customer questions and escalate as necessary
• Support day to day operational activities, reporting of traffic and revenue, reporting of image review
• team performance and reporting of key performance indicators
• Review and/or create operational process and procedure documents, ensuring of accuracy and updating
• as necessary and provide support during audits
• Report system operational constraints, deficiencies, and defects to the development team.
• Use the database and PowerBI to create and review custom reports. Prepare monthly and quarterly
• operational reports for upper management
• Oversees accuracy of payment files, evaluates and investigates adjustments, and rejections and file
• disputes, where required
• Oversees the monitoring and reconciliation of payments received and track and report delayed
• payments
• Oversees accurate transaction rating and closing of rate gaps
• Monitor and report on accurate transaction generation at the roadside, timely data transmission, data validation of transactions, and track and analyze TCS and ATMS performance.
• Monitor and report on the accurate and timely collection of traffic data
• Actively participate in BOS integration test execution and user acceptance test execution
• Work with the relevant business groups to develop reporting requirements, manage development, test, and implement.
• Review, comment and/or update test plans to support business rules and participate in User Acceptance Testing and Performance Testing
• Review of test plans and test evidence documents and ensure that test results adhere to business
• processes.
• Review and evaluate relevant test plans and test cases to ensure compliance to all operational, technical
• and performance requirements and identify operational shortcomings and CDA non-compliance items.
• Actively test and trend system performance in assigned areas, and identify and escalate areas of needed
• improvement
• Perform other job-related duties as assigned

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to fulfill those duties. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience:

• Bachelor’s degree in IT, computer science, data analytics, data science, or a related field
• 0-3+ years’ experience in the field of business analysis and/Software Quality Assurance or experience in the toll industry transaction processing preferred

Professional Qualities:

• Excellent analytical skills
• Must be able to multitask, problem solve and implement innovative processes within a fast-paced environment
• Excellent communication skills
• Reporting and documentation skills
• Effectively manage tasks, deadlines, and individuals through vendor contracts
• Ability to interact with colleagues in a self-managed team structure

Computer Skills:

• Must be able to demonstrate computer proficiency, especially as to Microsoft Excel, Word, Outlook and Power Point and other PC based programs
• Working knowledge of Microsoft Project and Visio
• SQL, Oracle, or other database programs
• PowerBI

Work Environment & Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while

performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable

accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually quiet
• Occasional travel required; may include air travel
• Specific vision abilities required by this job include the ability to adjust focus, as necessary to use a computer
• While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to stand, walk and sit