Toll Operations Analyst

The Toll Operations Analyst works with department stakeholders to monitor and optimize system performance/features, provide operational support, review data to support business decisions. Additionally, this person will also assist the Toll Operations Manager with monitoring and supporting day to day operations of the Back Office systems to ensure on time and accurate billing of toll transactions; accurate reconciliation of all revenue; accurate reporting of revenue and traffic; build customer profiles for boosting collections; identify improvements in Toll Collection processes.  

Essential Duties and Responsibilities: 

• System improvements Identification and Handling: 

• Analyze operations and propose improvements. 

• Manage system developments with technical team. 

• Review and approve Change Requests. 

• Participate in User Acceptance Testing. 

• Develop system handling and operational procedures for operations team. 

• Incident and Service Request Management: 

• Create and manage incidents with technical team. 

• Review and approve technical solutions proposed. 

• Manage technical team’s KPI reporting. 

• Operational Back Office (OBO) and Commercial Back Office (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 of collect, etc. 

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

• Manage Toll 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 stakeholders in line with applicable code of law. 

• Define and perform routine audits on Toll exempts vehicles.  

• Database Handling, Analytics and Reporting: 

• Support Database management with Technical team. 

• Perform SQL Data Querying, PowerBI dashboard development and other reporting system as needed.  

• Analyzing system database for monitoring transaction and trip lifecycle within the OBO and CBO. 

• Ensure all system are 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, flag abnormalities in roadside data. 

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

• 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, delinquent collection and court processing.  

• Analyze and propose additional improvement in collections process – additional invoicing stages, pre=notification and collection, etc.  

• Analyze incoming disputes to identify overall system improvement opportunities with goal of reducing incoming disputes.  

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

• Video Revenue Collection Support 

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

• Support the team is defining objectives, accessing success, etc. 

• Build monitoring tools for all operational teams to monitor performance, accuracy and identify strategic 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 ability required to 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, Industrial Management or a related field 

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

• 2+ years’ experience in the toll industry is highly preferred, but not required. 

• 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 driving new ideas and solutions. 

• Must be able to multitask, problem solve, and implement 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.