Toll Operations Analyst

Ferrovial • Charlotte, NC

3d

About The Position

The Toll Operations Analyst assists the Toll Operations Manager with monitoring and supporting the day-to-day operation of the Back Office System (BOS), TCS, and ATMS. The role helps ensure accurate, timely toll billing and revenue reconciliation; supports month-end processes with the Toll Service Provider (TSP); analyzes transaction handling; and contributes to accurate revenue and traffic reporting and a predictable, reliable managed-lane customer experience. The Analyst also participates in central-system implementation and testing, tracks system results, and records and escalates performance issues.

The position works with the TSP and internal teams to monitor transaction processing, payment files, disputes, system performance, and traffic data. It uses databases and PowerBI to prepare custom, monthly, and quarterly operational reports, and supports operational documentation, audits, testing, and reporting development. Occasional travel, including air travel, may be required. The work environment is usually quiet.

Requirements

• Bachelor’s degree in IT, computer science, data analytics, data science, or a related field.
• 0–3+ years of experience in business analysis and/or Software Quality Assurance.
• Excellent analytical skills.
• Ability to multitask, solve problems, and implement innovative processes in a fast-paced environment.
• Excellent communication skills.
• Reporting and documentation skills.
• Ability to manage tasks, deadlines, and individuals through vendor contracts.
• Ability to interact with colleagues in a self-managed team structure.
• Computer proficiency, especially with Microsoft Excel, Word, Outlook, PowerPoint, and other PC-based programs.
• Working knowledge of Microsoft Project and Visio.
• Knowledge of SQL, Oracle, or other database programs.
• PowerBI skills.

Nice To Haves

• Experience in toll-industry transaction processing.

Responsibilities

• Interact with the Toll Service Provider to support smooth and efficient integration and operations.
• Monitor Recon Queue and Dispute Queue volumes and coordinate with the Image Review Supervisor to ensure transactions are cleared by applicable dates.
• Monitor and trend disposition reason codes, escalating issues as necessary.
• Facilitate the monthly adjustment and dispute process with the TSP.
• Establish month-end closure timelines with the TSP and ensure adherence to them.
• Monitor and support accurate, timely transaction processing and submission of toll transactions for billing; oversee transaction rating and resolution of rate gaps.
• Reconcile daily transaction-file payments to disposition files.
• Monitor system alarms and escalate issues as needed.
• Monitor daily TVL files from NCTA and ensure they are received and processed on time.
• Monitor and trend the handling of HOV transactions, escalate issues, and assist Customer Support with customer questions as needed.
• Support daily operations and reporting of traffic, revenue, image-review team performance, and key performance indicators.
• Review or create operational process and procedure documents, maintain their accuracy, update them as necessary, and support audits.
• Report system operational constraints, deficiencies, and defects to the development team.
• Use databases and PowerBI to create and review custom reports, and prepare monthly and quarterly operational reports for upper management.
• Oversee payment-file accuracy; evaluate and investigate adjustments and rejections; and file disputes when required.
• Oversee payment monitoring and reconciliation, and track and report delayed payments.
• Monitor and report on roadside transaction generation, timely data transmission, transaction-data validation, and TCS and ATMS performance.
• Monitor and report on accurate, timely collection of traffic data.
• Participate in BOS integration testing and user acceptance testing.
• Work with relevant business groups to develop reporting requirements and manage reporting development, testing, and implementation.
• Review, comment on, or update test plans; support business rules; and participate in user acceptance and performance testing.
• Review test plans and test evidence documents and ensure results adhere to business processes.
• Evaluate test plans and test cases for compliance with operational, technical, and performance requirements, and identify operational shortcomings and CDA non-compliance items.
• Test and trend system performance in assigned areas and identify and escalate areas needing improvement.
• Perform other job-related duties as assigned.

Benefits

• Highly competitive insurance benefits.
• Paid Time Off.
• Matching 401(k) program.
• Opportunities for professional and personal growth, including potential national and international opportunities and promotion from within.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level