Job Description:

Under broad supervision of the Director of Tolling Operations, analyzes business operation needs and participates in the planning, design, and implementation of new or enhanced systems. This position is responsible for helping to monitor and ensure SRTA’s back-office and in-lane tolling system is processing transactions efficiently. Works with back-office and in-lane system integrators to ensure smooth operation of tolling systems. Oversees repair, restoration, or recovery of operating systems to minimize business interruptions or impacts by serving in a review or audit capacity. May act as a team or project leader. Prepares various documentation and reports for internal use. Performs ad-hoc analyses, including toll transaction validation. Interacts with various stakeholders internally and externally from SRTA across cross-functional teams. Facilitates consistent, efficient, and effective communication with stakeholders and the SRTA teams in a hybrid work environment, inclusive of both on-site and remote venues.  Reports to the Director of Tolling Operations.

Job Responsibilities & Performance Standards: 

Prepares reports on findings and analyses.

•      Prepares daily, weekly, monthly, quarterly, annual and ad-hoc accurate and complete reports on findings, correctly identify and document trends and possible operations changes needed.

•       Collaborates with staff and management to determine what effects possible changes by the date will have on policies and procedures.

•      Makes recommendations for program/operational changes, methods of implementation and expected results based on accurate analysis of data and findings.

Creates easy to understand visual aids (i.e., charts, graphs) for inclusion in reports and presentations.

•      Presents reports on findings and recommends alternatives to managers or other appropriate staff, providing clear, concise rationale for selection of alternative(s).

•      Assists as needed with implementing adopted courses of action, including the preparation of corrective action plans.   

Research issues on processes, clients, and assists in investigations regarding quality processes and/or provides recommendations to management.

•      Gathers information, defines problems, establishes facts, and draws valid conclusion for quality recommendations and/or improvements.

•      Researches trends in the transportation industry to inform organization’s strategic decisions.

•      Interprets an extensive variety of structured and unstructured data to perform quality checks on system operations.

•      Researches/investigates data or issues, performs quality analysis and audits, and drafts related documentation, reports, and presentations.

•      Creates easy to understand visual aids (i.e., charts, graphs) for inclusion in reports and presentations.

•      Works directly with internal team members to define workflow diagrams, system requirements, operational requirements and use cases.

•      Facilitates process and technology discussions and action planning across functional groups.

Identifies and resolves problems in a timely manner.  Develops alternative solutions.

Works with management and other staff in group problem-solving situations.

•      Confers with other members of the division and department to resolve problems quickly.

•      Reconciles conflicting information, identify potential risks, and accomplish requirements approval through excellent interpersonal skills.

•      Performs detailed analyses as needed to identify and solve problems related to the electronic toll collection system.

•      Acts as a liaison between the electronic toll collection system integrators and SRTA when solving problems.

•      Communications clearly with SRTA staff to ensure understanding of system health.

Maintains a consistent, high quality, customer-focused orientation when conducting business and providing services or products to clients, the public, and other external customers.

•      Provides clear, accurate information; explains procedures or materials or provides supplemental information; anticipates problems and questions.

•      Works to become a Subject Matter Expert on the tolling industry and on SRTA equipment system functionality.

Provide oversight of the operations and maintenance of electronic toll collection systems. •   Performs daily, weekly, and monthly audits of vendor’s system performance.

•      Assesses performance of client’s existing operations and provide recommendations to create efficiencies.

•      Performs monthly Maintenance Report verifications to ensure accuracy in the report submitted. 

•      Develops agenda and leads the monthly Maintenance meetings with vendor(s).

Monitors performance of operating systems used for Toll collections and Traffic Operations.

•      Oversees the maintenance of the operating systems and/or software utilized in the Mobility Operations Division’s Business Units. 

•      Implements, maintains, and monitors operating systems, database management systems, and network data communications.  

•      Isolates, corrects, and improves operational efficiency through changes to the software packages or reconfiguration of hardware. 

•      Evaluates and makes recommendations to hardware and/or software systems through change requests. 

•      Develops standards specifications and methodologies for operation of the network.

•      Directs and coordinates linking of disparate networks.

•      Inspects roadways managed by SRTA and informs management of facility buildings, critical and long-term roadways, ITS, and tolling equipment issues and needs. 

•      Tracks system issues and calculates liquidated damages related to operating systems Service Level Agreements (SLA) with contractors. 

Facilitates lane closure requests made by vendors through GDOT TIR system. 

•      Ensures that vendors follow Manual on Uniform Traffic Control Device (MUTCD) standards when closing lanes as it relates to Maintenance of Traffic (MOT) Plan

•      Verifies additional services performed under GDOT’s MOUs as they relate to facilities maintenance.

Interacts with upper levels of management and submits status reports, budget information, recommendations and problem alerts. 

•      Develops efficient upgrade plans/strategies and submits necessary background and budget information to support these plans/strategies according to established standards and procedures.

Conducts meetings with vendors and/or management to exchange relevant information; makes effective and knowledgeable suggestions pertaining to direction that should be followed in the support and upgrade of assigned systems.

•      Manages expenditures and budgetary related items.

•      Completes requisitions, invoices, and contracts.

•      Maintains database reports.

•      Monitors business unit’s reports in comparison to budget allocations for compliance, shortages and overages, and submits findings to Senior Leadership.

Provides and supports Senior Leadership by actively participating as a critical team member to establish and accomplish goals and objectives.

•      Develops and implements appropriate reporting mechanisms—forms, procedures, and schedules—accurately tracks and documents the activity and progress of work activities.

•      Coordinates closely with other team members to maximize resources and minimize duplication of effort.

•      Provides vital support to ensure quality of implementations and takes the lead on the yearly State audit documentation verification.

Maintains knowledge of current trends and developments in the field by reading appropriate books, journals and other literature and attending related seminars, conferences and the like.  

•      Attends internal and external educational programs and professional meetings as available for continuing professional education.

•      Attends regular meetings of any available and applicable professional organizations.

•      Reads and evaluates professional literature on a continual basis, translates complex or technical information into a format that can be understood by others, and distributes as needed.

•      Incorporates knowledge of pertinent new trends and developments into section policies and procedures and makes recommendations for any related organizational changes.

•      Demonstrates thorough knowledge of applicable rules and regulations by providing accurate information and technical assistance to unit personnel representatives, employees, and managers.

Performs other duties as assigned by Management.  

Knowledge, Skills and Abilities: 

•      Expert proficiency in Microsoft Office (e.g., Word, Excel, Outlook, etc.).

The willingness and desire of applicants to work in both indoor and/or outdoor settings is a must.  

•      Highly skilled in descriptive and diagnostic analytics.

•      Highly proficient in SQL, Python/R, Excel, Tableau/Power BI, etc.

•      Strong understanding of fundamentals of statistics.

•      Knowledge of ITIL framework and incident management.

•      Excellent problem-solving and communication skills with the ability to multitask and work independently.

•      Availability to work on-call, overnight, and weekends as needed within a fast-paced environment in order to perform assigned duties is required for this position.  

•      Position will require some working at field/outdoor locations (i.e., communication hub buildings, roadside cabinets, and other toll facility locations other than HQ).

•      Applicants must also possess a current, valid Class C Driver’s License, have a clean driving record, and be certified to operate motor vehicles.   

•      Extremely comfortable with technology and leading consistent technology upgrades and training.   

•      Fast learner of systems and new system modules and upgrades.   

•      Applicants must possess SRTA’s core values of Integrity, Collaboration, Innovation, Customer Focus, and Diversity.

Minimum Qualifications: 

Bachelor’s degree in a related field from an accredited college or university AND One (1) year of related experience OR associate’s degree in a related field from an accredited college AND Three (3) years of related experience OR Two (2) years at the lower level (ITP061) or equivalent. 

Preferred Qualifications: 

•      Two (2) to Five (5) years of experience providing operations system support within a toll-road environment.   

•      Experience with management of toll collection operations and documented strong systematic problem-solving and analytical skills.