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Business Operations Analyst

Job ID: 40734
Department: Tunnels, Bridges & Terminals
Location: 4 World Trade Center

Responsibilities

The Tunnels, Bridges & Terminals Department’s Toll Revenue Collection Group is responsible for collecting electronic tolls incurred at Port Authority of New and New Jersey bridges and tunnels. This team manages a joint contract with MTA/NYSTA for a back-office operations and system for E-ZPass and Tolls by Mail, toll tag procurement and distribution, account management, customer facing content, customer escalations, including disputes and credits. This team is also supporting the design and implementation of successor contracts to ensure best of class services.  

To help facilitate these efforts, the Tunnels, Bridges & Terminals Department’s Revenue Collection Group is seeking a self-motivated Business Operations Analyst. The selected candidate will report to the Supervisor, Customer Service Center Systems Oversight. 

The Analyst will be responsible for assisting in overseeing the vendors performance. The analyst will complete data analysis and reporting, oversee and track system performance, assist with unit financial activities, complete QA/QC activities and other tasks for customer service center back-office oversight support.

This role is technical. The ability to retrieve data from databases, conduct analyses, observe/assess trends, and make recommendations on how to improve the program will be very valuable.  

The position is responsible for the following activities:

Data Analysis

  • Compile, validate, manage, and analyze Customer Service Center (CSC) back-office data and perform quantitative and qualitative data analysis and build various reports for the Toll Revenue Collection Group, Senior and Executive Management. 
  • Maintain and expand the data visualizations in PowerBi. 
  • Lead the integration from NYCSC Oracle to PowerBi dashboard. 
  • Create and maintain a library of documentation on query and report designs.
  • Identifying concerns from the data and escalating accordingly.

System Performance

  • Monitor reconciliation between roadside system and the CSC.
  • Improve the existing incident Tracker and maintain it.
  • Track and validate vendor SLAs and calculate associated damages based on contract Service Level Agreements. Automate these activities as much as possible and integrate into PowerBi.

Financial

  • Compile, review and validate monthly invoices and back-up documentation for accuracy. Track monthly invoice spending, including Change Orders (Extra Work). Forecast future monthly expenses. Submit and track monthly accruals. 
  • Develop financial estimates as needed when determining future change order requests or assessing damages on the CSC performance outside of SLAs. 
  • Assist with developing the annual unit budget. 

QA/QC

  • Recommend and participate in testing when new changes are put in the system to verify changes are working as expected.
  • Test customer facing platforms to ensure working appropriately, if not escalating as appropriate.
  • Develop, document, and maintain new/existing quality management processes. Implement the QA/QC plan. Share findings and escalate issues when identified. 
  • Review and provide feedback on QA/QC reports that vendors share for agency review.

Other

  • Support internal Audits. Research and provide timely responses to inquiries from Audit.
  • Identifying and recommending improvements to supervisor on ways to reduce costs, increase revenue recovery, improve operations, and improve the customer experience.
  • Manage user access to NYCSC related portals and database. Resolve user access issues and engage Technology Department and Conduent Technical teams as needed.
  • Other ad-hoc requests as required to support the business unit.
  • Work with contract staff and partner government agencies as appropriate.
  • Maintain existing DMV agreements and work towards achieving new agreements with States and Canadian provinces. 
  • Track tag inventory and order more when appropriate.
  • Prepare data for Account/Violation Write-offs. 

Qualifications

Candidates must present the following qualifications to be considered eligible for this position:

  • Must possess a bachelor's degree from an accredited college or university, preferably in Business Analysis, Data Science, Statistics, Economics, Management, Business, or a related field.
  • Excellent English writing and verbal communication skills.  Must be capable of drafting reports and management summaries, including experience in summarizing results of analyses.  
  • Able to work well in a team environment, handle multiple assignments and meet deadlines.
  • Strong organization skills. 
  • Excellent attention to detail 

Desired

Ideal candidates will present the following profile:

  • Experience in Business Intelligence (BI).  
  • Experience creating Dashboards using PowerBi 
  • Familiarity with multiple database types and reporting technologies.  
  • Expert knowledge of SQL, including SQL tuning and advanced SQL queries using Oracle.
  • Able to create SQL queries in Oracle SQL Developer and MS SQL Server Management Studio. 
  • Experience with Oracle databases. 
  • Expert knowledge and experience in Excel data analysis, including creating VBA code, and running power queries. 
  • Working knowledge of MS SharePoint and Power Automate workflows. 
  • Experience with Call Centers and associated KPIs.
  • Knowledge of roadside toll collection and/or back-office customer service center operations and system (eg: violation processing, image review).
  • Experience in data management, accounting, and/or customer service.
  • Strong time-management skills and problem-solving skills.
  • Demonstrated ability to work under pressure and meet tight deadlines.
  • Demonstrated productivity in a team environment.

Compensation & Benefits

The Port Authority of New York and New Jersey offers a competitive salary, an outstanding benefits package and a professional environment that supports development and recognizes achievement.

How To Apply

Interested candidates should apply to this job by clicking on the Apply Now button and submitting a combined cover letter and resume. The Port Authority of NY & NJ welcomes veteran and military spouse applications.

Only applicants under consideration will be contacted.

About The Port Authority

Founded in 1921, the Port Authority of New York and New Jersey builds, operates, and maintains many of the most important transportation and trade infrastructure assets in the country. The agency's network of aviation, ground, rail, and seaport facilities is among the busiest in the country, supports more than 550,000 regional jobs, and generates more than $23 billion in annual wages and $80 billion in annual economic activity. The Port Authority also owns and manages the 16-acre World Trade Center site, where the 1,776-foot-tall One World Trade Center is now the tallest skyscraper in the Western Hemisphere.

EQUAL OPPORTUNITY EMPLOYER

The Port Authority of New York & New Jersey/Port Authority Trans-Hudson (PATH) is an Equal Opportunity Employer.

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