Toll Operations Analyst

TheTollOperationsAnalyst works with department stakeholders tomonitorandoptimizesystem performance/features,provide operational support, reviewdata tosupport business decisions.Additionally, this person will also assist theToll OperationsManager with monitoring and supporting day to day operations of theBack Officesystemsto ensure on time and accurate billing of toll transactions; accurate reconciliation of all revenue; accurate reporting of revenue and traffic;build customer profilesfor boosting collections; identifyimprovementsinTollCollectionprocesses.

Essential Duties and Responsibilities:

• System improvementsIdentification and Handling:

• Analyze operations and propose improvements.

• Managesystemdevelopments with technical team.

• Review andapproveChange Requests.

• Participate in User Acceptance Testing.

• Developsystem handling and operationalprocedures for operations team.

• Incident and Service Request Management:

• Create and manage incidents withtechnicalteam.

• Review and approve technical solutions proposed.

• Manage technical team’s KPI reporting.

• Operational Back Office (OBO)andCommercial BackOffice(CBO)Revenue Reconciliation

• Oversee the validation of daily trip sending reports, payment reports, rejected/disputed transactions, etc. through all three interfaces with VDOT. 

• Validate daily trip processing fee with VDOT and finance. 

• Handle disputed trip/revenue with VDOT.

• Monitor trips in CBO to review payment status, admin fee collected, time ofcollect, etc.

• Monitor and manage 3rdparty vendors involved in Revenue collection for Printing and Mailing, DMV look-up, Skip tracing, Delinquent collections, etc.

• ManageToll Corrections issued from operations teams. 

• Monitor, Analyze and Report on Toll and admin fee adjustments in CBO. 

• Toll Exempt Handling

• Manage exempt requests from all internal and external stakeholdersin line with applicablecode of law.

• Define andperform routine audits on Toll exempts vehicles. 

• Database Handling, Analyticsand Reporting:

• Support Database management withTechnicalteam.

• PerformSQL Data Querying,PowerBIdashboard development and other reportingsystemas needed. 

• Analyzing systemdatabasefor monitoringtransactionand triplifecyclewithin the OBO and CBO.

• Ensure allsystemare functioning in line with the system design through continuous analytics, stress testing, outlier testing, etc. 

• Analyze OBO data to understand revenue, leakage, tag penetration, Vehicle class statistics, HOV statistics, flagabnormalities in roadside data.

• Analyze trips and notices within the CBO to understand collection success, admin fee revenues, uncollectiblerevenues. 

• Analyze Customer information to access best collection strategy, ideal settlement matrix, etc. 

• Define targeted customers for Courts and Early Collections department by analyzing amount due, type of customer, etc. 

• Analyze success from early collection, delinquentcollectionand court processing. 

• Analyze and proposeadditionalimprovementincollectionsprocess –additionalinvoicing stages, pre=notification and collection, etc. 

• Analyze incoming disputes toidentifyoverall system improvement opportunities withgoalof reducing incoming disputes. 

• Identifyand implement improvements in Dispute handling process to reduce dispute handling time. 

• Video Revenue CollectionSupport

• Define targeted customers for Courts and Early Collections department by analyzing amount due, type of customer, etc.

• Supportthe team is definingobjectives, accessing success, etc.

• Build monitoring tools for all operational teams tomonitorperformance,accuracyandidentifystrategic initiatives.

• All other tasks as assigned.

Qualifications: (Knowledge Skills & Abilities):

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 abilityrequiredto fulfill those duties. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Education & Experience:

• Bachelor’s degree in computer science, Data Science,IndustrialManagementor a related field

• 3+years’ experience in the field of business analysis, project managementis preferred.

• 2+ years’ experience in the toll industryishighlypreferred, butnotrequired.

• Project/Program Management or experience with coordination of multiple teams in a technology systems environment

Professional Qualities:

• Excellent analytical skills with the ability to be creative in drivingnew ideasand solutions.

• Must be able to multitask, problemsolve, andimplement innovative processes within a fast-paced environment.

• Excellent communication skills

• Reporting and documentation skills

• Facilitation skills to effectively lead coworkers through project deadlines.

• Ability to interact with colleagues in a self-managed team structure.

Computer Skills: 

• Microsoft Power Platform knowledge and experience, specifically Microsoft Dynamics 365, Power BI, Power Automate, Power Apps are preferred along with SQL capabilities.

• Experience with Databricks is preferred.