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Sr. Tolls Business Analyst - Customer Service Center

  • Job reference: NA-003323
  • Sector: Management Consultancy, Transportation
  • Location: Ocoee
Atkins is one of the world’s most respected design, engineering and project management consultancies. Atkins has been providing infrastructure planning, engineering, construction, environmental consulting, urban planning, architecture, and program management services to public and private clients across the United States for more than 50 years.

Atkins has the depth and breadth of expertise to respond to the most technically challenging and time-critical infrastructure projects and the urgent transition to a low-carbon economy.

Atkins seeks an energetic and highly motivated self-starter to join our Orlando, FL team as a Sr. Business Analyst. for the Centralized Customer Service System (CCSS) supporting the Florida’s Turnpike Enterprise (FTE) General Engineering Consultant (GEC) Program, working as an “extension of staff” in the client’s office in Ocoee, FL (metro Orlando area). This position will provide career growth opportunities through development of FTE toll revenue collection and customer service business operations and systems projects.

The ideal candidate will have a background as a business analyst with experience in development or management of a customer service center for the toll industry. Desired experience also includes requirements gathering, needs analysis, requirements management, change management, systems development and documentation, system testing and acceptance, quality assurance; and demonstrated experience and understanding of customer service center key performance indicators and metrics and the ability to identify and resolve performance issues.

A broad base of skills, capability and experience is desired in project management, requirements management, technical writing, business operations, and communicating. Active involvement as a team player is a must.

Relocation assistance is available.


Supports Client’s program goals, objectives and requirements related to the Florida’s Turnpike Enterprise SunPass™ Toll Customer Service Center, known as the Centralized Customer Service System (CCSS). Responsible for business process analysis and effectively resolving various business operations and systems issues in support of the client and the contractor(s) responsible for the management of the CCSS.

Carries out job functions within small, project-oriented, multidisciplinary teams of toll professionals and supports direct interaction with clients within the context of project meetings, financial reviews, operations-related activities, and project production and delivery. Major results expected include high-quality written, verbal and graphical deliverables in the form of financial concepts and reports, progress reports and other related documentation.

Under supervision, applies business, financial, accounting and operations knowledge to the investigation of transportation business and operational needs and problems, coordination of Toll project activities, and the preparation of business reports and documentation.

  • Engages stakeholders through workshops or one-on-one interaction.
  • Captures, analyzes, and documents business requirements including resolving conflicting requirements.
  • Creates documentation, process maps, and diagrams.
  • Tracks and manages requirements through the development and production life cycle.
  • Captures new requirements post implementation, assesses the system for impacts, and documents requirements into a change order.
  • Coordinates closely with the CCSS Program Manager, Sr. FDOT managers and other FDOT staff or consultants.
  • Presents analysis results as needed for management and client reviews.
  • May make recommendations to Florida’s Turnpike and the CSC vendor to improve contractual compliance and operational performance.
  • Develops and follows test plans and matrices.
  • Designs and implements test scenarios and cases.
  • Applies general business, financial and operational principles to solve specific toll-related problems.
  • Assists in the design and development of toll financial concepts and analyses, including requirements analysis, as well as development and communication of concepts.
  • Researches feasibility of alternative approaches, other toll implementations and cost analyses.
  • Supports and coordinates the development of toll operations budgets and schedules.
  • Prepares toll cost analyses.
  • May analyze the information generated from the roadside (toll equipment) to troubleshoot issues.
  • Analyzes business rules and procedures (roadside and back office) to optimize revenue collection and/or minimize negative customer impacts.
  • Proposes solutions, quantifies expected results and presents recommendations to the client's senior management team.
  • Quality assurance - Monitors and supports enforcement of compliance with established quality control standards, ensuring that appropriate quality assurance activities are being performed throughout the project.
  • Performs such assignments and duties as the Supervisor may deem necessary from time to time.

  • B.S. degree in Business, Information Technology or another subject related to Toll Revenue Collection Business Operations / Systems (incl. Back Office and/or Customer Service Center), such as Accounting, Finance, Computer Science, or Engineering.
  • Master's degree/MBA can substitute for one year of experience.
  • This level may be achieved by candidates with seven (7) years’ experience since Bachelor's or six (6) years since toll-related Master's/MBA. Relevant work experience would provide exposure to toll revenue collection operations, including toll collection systems and sub-systems, electronic payment, or information and communication technologies.
  • Without a degree, a minimum of thirteen (13) years of relevant experience required.
  • Experience with toll systems a plus.
  • Experience with customer service centers / systems a plus.
  • Experience with FDOT policies, procedures, and standards a plus.
  • General Engineering Consultant (GEC) experience is a plus.

  • Must be self-starter with excellent analytical, organizational, problem-solving, and decision-making skills.
  • Position requires strong analytical ability, good communication / interpersonal skills, organizational skills, and technical accounting skills.
  • Strong, effective technical writing, oral and listening communication skills in English.
  • Strong personal computer skills and ability to work in Microsoft Office applications, including Outlook, Excel, Word and Access, are required. SQL skills are preferred.
  • Ability to develop and follow test plans and matrices; Ability to design and implement test scenarios and cases.
  • Ability to deal effectively and harmoniously with people at all levels of the organization and to represent the firm professionally.

  • None.

Atkins offers its employees a robust rewards package which includes: a competitive salary; a broad benefits package including medical/RX, dental, vision, life, disability, legal, hospitalization and other valuable voluntary options; generous time-off programs; flexible work schedules; 401(k) with employer match; professional and career development opportunities through our corporate university, as well as a highly-regarded tuition reimbursement program; and an unmatched culture focused on client-service, quality, and tireless pursuit of excellence in all we do. Atkins is an equal opportunity, drug-free employer committed to diversity in the workplace. EOE/Minorities/Females/Vet/Disability.

Please view Atkins Equal Opportunity Statement here:


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