Toll Analysts (Liaison III) - Denver (Multiple positions)

State of Colorado•Denver, CO

4d•Hybrid

About The Position

The Toll Analysts monitor the tolling system and network and respond to failures to minimize revenue risk. The positions gather, monitor, confirm, coordinate, and disseminate toll and roadway information from CDOT, consultants, and vendors to independently provide consistent, accurate, and useful information needed to communicate effectively and efficiently within the CDOT and stakeholder communities and the traveling public. The Toll Analysts develop and organize communication. As changes and enhancements to technology continue to advance, systems and duties that involve the technology used by these positions will also change and develop. The Toll Analysts will need to become proficient with the new technologies and adapt processes and procedures as needed.

Requirements

At least 6 years of full-time professional work experience closely related to the Major Job Duties which included at least two (2) years of the experience in any of the following or a combination of the following: toll operations, Intelligent Transportation Systems (ITS) operations, dispatching, traffic incident management or military operations which included data driven decision making.
A combination of relevant education and experience equal to at least 6 years.
Experience in any of the following or a combination of the following: toll operations, Intelligent Transportation Systems (ITS) operations, dispatching, traffic incident management or military operations which included data driven decision making will be considered.
Must pass a pre-employment screening which may include social security number trace, criminal records check, public court records check, educational records, and driving records checks.

Nice To Haves

Demonstrated success with the duties listed in the Description of the Job section
Highest work/personal ethics and integrity
Years of State service experience related to the duties of this position
Experience with traffic operations platforms and equipment such as TAP software, riteSuite, and/or CCTV
Experience performing incident management
Experience with data-driven decision-making
Process analysis experience
Excellent writing skills necessary to perform clear and concise record keeping, logging of required information, and updating public information without spelling or grammatical errors
Ability to monitor video images for the detection and verification of crashes, debris, abandoned or disabled vehicles, and hazardous or non-hazardous spills
Ability to manage information on multiple monitors
Able to prioritize incoming information
Proven ability to manage multiple projects and priorities in a demanding environment
Passion for safety and service to the public
Strong analytical, reasoning, investigative, problem solving, and decision making skills
Flexibility and adaptability in response to changing conditions or unexpected obstacles
Excellent oral communication skills
Ability to partner with other CDOT stakeholders and staff, the public, consultants, and others with sensitivity to their needs and priorities
Strong time management skills
Excellent organizational skills
Strong interpersonal and relationship building skills
Ability to work under pressure
Ability to take initiative to solve problems in an innovative manner
Strong attention to detail
Comfortable learning new software
Ability to work effectively in both independent and team situations

Responsibilities

Provide toll system analysis and tolling equipment monitoring & support.
Proactively monitor tolling equipment and the tolling network to identify, resolve, or escalate issues to relevant teams.
Monitor Express Lanes tolling equipment and roadways to detect, confirm, update, and respond to scheduled and unscheduled traffic incidents and maintenance impacting tolling, such as maintenance or traffic incidents that divert traffic into toll lanes or divert traffic away from toll lanes.
Provide support including researching and investigating toll related issues, maintaining documentation, and fulfilling requests from the CTIO operations and maintenance leadership.
Actively monitor toll system equipment/devices and network failures and determine and execute procedures to initiate resolution.
Create tickets and track the progress of resolutions.
Train others, in accordance with approved process guidelines for the Toll Analyst position.
Verify that toll rates are displayed correctly on all Express Lanes corridors to ensure they match the toll rate schedules and contact the appropriate contractor team if the toll rates do not match the schedule.
Regularly document all toll-related events by email and data entry logs.
Arrange data in a standardized method for various systems and programs.
Provide situational awareness and communication to the public, independently updating public information on COtrip, 511, Variable Message Signs (VMS) and TRDPS Boards.
Support the CDOT Traffic Operations Center (TOC) team in traffic incident management duties including documenting incidents, implementing resource plans, maintaining up-to-date information on signs, collaborating with the CDOT Traffic Operations Center (TOC) operations team, and supporting messaging for Travel Alerts on regional devices.
Monitor the Advanced Vehicle Location (AVL) software for CDOT's fleet and notifies the TOC of any issues.
Proactively monitor Express Lanes corridors with Safety and Toll Enforcement Program (STEP) systems including capturing incidents on the roadway that may cause motorists to unwillingly violate the law, documenting the location, time range, and cause.
Changes or composes messaging to alert motorists to incidents.
Reviews and enters Lane Closure Requests into Lane Aware.
Review and implement Standard Operating Procedures (SOPs) and Standard Operating Guidelines (SOGs) as they become updated and available.
Test and make recommendations to update SOPs when more effective procedures/methods are determined.
Other duties as assigned may include but not be limited to, attending meetings or events; assisting with projects; working with Intelligent Transportation System (ITS) software development personnel; planning events; providing tours and training new/exiting staff, contractors or consultants.