Customer Relationship Management (CRM) Functional Analyst

Description of Duties

The selected Candidate will perform the following duties:

·  Perform Functional Analyst duties for the planning and requirement gathering phases of this project.

· Facilitate meetings with business leaders to elicit As-Is process flows, requirements, and other pertinent information required to reengineer business processes into UBOS.

· Conduct reviews and comparisons of current business processes with the best practices, to determine where business process or system changes are necessary.

· Anticipate the direction of PTC business areas and recommend new processes or opportunities that will support the UBOS objectives.

· Translate business requirements into detailed Service Blueprints, Business Process Flow diagram, Agile Features, and User Stories and support development of technical specifications and solutions.

·  Enter and track in Azure Development Operations (ADO) Blueprints, Process Flows, Features, User Stories, and related documentation.

·       Exhibit experience visually modeling the information obtained during elicitation meetings.

·       Conduct feasibility studies and analyze existing systems to identify areas for improvement.

·       Identify and define KPIs including business rules, ownership, data sources and optimal visualization.

·       Stay up-to-date with industry trends and emerging technologies to drive innovation.

·       Work closely with development teams to ensure the successful implementation of solutions.

·       Complete projects consistent with PTC and PMO guidelines.

·      Develop and execute Scenarios, Scripts, and test plans to ensure solutions meet business requirements.

·       Support training, end-users, and stakeholders.

·       Demonstrate exceptional critical thinking and problem-solving skills.

·    Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the PTC.  This documentation shall follow the format and / or templates as instructed by the PTC.

· Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.

·       Lead and participate in project team activities for system work efforts related to enterprise systems.

·       Work independently to accomplish the tasks and duties assigned.

·       Adhere to and follow all PTC standards, policies, and procedures.

·       Utilize various software and/or technology tools to perform job duties.

·       Perform tasks and other duties as related to this position and role and assigned by the PTC.

Technical Areas Within Scope Of This Position:

· Account Management - All aspects related to tolling and non-tolling (over dimensional permits, disabled vehicles, etc.), account opening, maintenance, and closing via all channels.

· Correspondence - All aspects related to tolling and non-tolling customer communications, via all channels.  Includes, but is not limited to, layout and generation of communications through all channels and often a mix of channels.

·  Inventory Management - All aspects related to inventory management, primarily of tolling transponders and PTC issued gift certificates from analysis to support ordering to all aspect of life cycle to disposition.

· Case Management - All aspects related to tolling and non-tolling logging or customer related interactions, done in a case.

· Reporting - All aspects related to tolling and non-tolling reporting or any / all system and customer and related functions for internal and external users of the system.

· Transaction Processing - All aspects related to PTC customers traveling on PTC roadways, PTC customers traveling on other agency roadways, and other agency customer traveling on PTC roadways and assessing the correct fees for each.  Non-tolling activities (permits, disabled vehicles, etc.) are also included.

· Billing & Invoicing - All aspects related to the correct fiscal accounting of all transactions processed.

· Collections & Toll Enforcement - All aspects related to customers not properly addressing billing and invoicing responsibilities.

· Financial Posting & Reconciliation - All aspects related to ensuring the accounting of all billing and invoicing and all fiscal related matters are properly addressed.

· Payments - All aspects related to defining and ultimately working to support the development of all payment solution options available to the customers to make payments via any / all of channels.

· Customer Service Operations - All aspects related to operations of a back office tolling and non-tolling solution.

· Customer Relationship Management (CRM) - UBOS utilized a Microsoft Customer Engagement based CRM, including customer portal.  UBOS customer service agents use the CRM to engage with customers while customers can use other channels, portal, mobile app, chatbot, IVR, etc. to self-service.  Microsoft CE CRM experience is preferred, but experience with any modern CRM will be considered.

· SAP S4 HANA - The fiscal general ledger is SAP S4 HANA.  Modules in use include BRIM, FICA, Convergent Mediation, and Analytics Cloud.  Experience with SAP and in particular the noted modules is preferred but experience with any modern ERP will be considered.

· User Interface (UI) / User Experience (UX) / Customer Experience (CX) - UBOS will provide a best-in-class experience to PTC’s customers.  Much of this is determined by customer experience when they engage with the system.  UI/UX/CX TBA expertise is required for some of the TBA positions.

· Customer Channels - UBOS will enable customers to engage with PTC via a wide, and ever growing, number of channel options.  Currently channels include portal, mobile app, chatbot, chat, IVR, email, voicemail, SMS, USPS mail, walk-ins, phone calls with agents, etc.  Additionally, customers must be able to easily transition between channels when it suits them.  Channel experience is required for some of the TBA positions.

· Data Migration - Data Export, Transformation, and Loading (ETL) is a significant component of UBOS.  Data must be migrated from several current systems into the UBOS at multiple phases of the UBOS project to support testing and ultimately go live events.  Data migration experience is required for some of the TBA positions.

· Tolling expertise - PTC is a tolling agency and the majority of the UBOS customers will be tolling customers.  Experience in TBA related activities that support tolling is required for some of the TBA positions.

Desired Skillset

·The TBA position requires demonstrated experience as a Business or Functional Analyst, on projects of various sizes and subject matter within the government/public sector, ideally in at least 3, or more, of the Technical Areas noted above.

· TBA positions require a minimum of 3 years of experience as a Functional Analyst or Technical Analyst in a technology-driven environment.

· Bachelor’s degree in Computer Science, Information Technology, Business Administration, or related field or additional experience as determined suitable by PTC.

·       Strong understanding of software development lifecycle (SDLC) and agile methodologies.

·       Proficiency in business analysis tools and techniques.

·       Excellent problem-solving and analytical skills.

·     Strong communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.

·       Experience with data analysis and visualization tools (e.g., SQL, Excel, Figma).

Familiarity with project management tools (e.g., MS Project) is a plus.