Tolling Back Office SME

Description of Duties

The selected Candidate will perform the following duties:

• Study and understand the client’s current Back Office Tolling structure and functionality.
• Study and understand the client’s desired Back Office Tolling functionality.
• Study and understand client’s business rules and validate the application of the same in the new system.
• Using knowledge gained to coordinate changes and designs to the UBOS and the client’s other technologies to assure the client’s needs are met and including following the standards and policies.
• Act as a subject matter expert and represent the client in meetings and reports with the UBOS team.
• Using the candidate’s background and experience to advise on designing a CRM based back-office system with a focus on ease of use for the client agents to assist customers quickly and perform their duties in an easy and efficient manner.
• Using the candidate’s background and experience to advise on designing a CRM based back-office system with a focus on ease of use for customers to pay by maximizing self-service capabilities.
• Act as a subject matter expert to raise concerns and possible issues to the client leadership with enough details for the PTC leadership to decide on how to proceed.
• Develops and maintains plans and other documentation as required using client established standards, procedures, templates, and methodologies.
• Develops and maintains a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
• Follows the tasks and other duties assigned by the client.
• Utilizes various software and/or technology tools to perform job duties.
• Performs related duties as assigned.

Desired Skillset

The ideal candidate will have:

15+ years of Tolling Experience across multiple tolling agencies.

10+ years of hands-on experience in designing and building CRM based back-office systems for large volume contact centers for road tolling organizations, with a focus on designing for ease of use for agents and for ease of use for customers to pay by maximizing self-service.

·               5+ years of direct hands on experience within a Tolling Agencies Back Office.

·               3+ years of hands-on experience in managing large volume contact centers for Tolling Organizations.

·               Proficient in the Microsoft Office 365 suite of business software including Work, Excel, and PowerPoint, plus proficient in Microsoft Project.

Additional beneficial skills include:

• Microsoft Dynamics CE experience or certifications
• Ability to work independently to accomplish the tasks and duties assigned.

Minimum Experience

• 10 years of tolling experience across multiple tolling agencies.
•  5 years of hands-on experience in designing and building CRM based back-office systems for large volume contact centers for road tolling organizations.
•  3 years of direct hands-on experience within a Tolling Agencies’ Back Office.
•  Equivalent combination of education and/or experience may be accepted.

Certifications / Education in all cases

Bachelor’s degree in business management or information systems.  Equivalent combination of education and/or experience may be accepted