Sr. Tolls Business Analyst - Customer Service Center

• 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.

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