Lead Operations Analyst

ABOUT VIAPLUS :
ViaPlus is a global mobility company in the Intelligent Transportation Systems (ITS) market, specializing in revenue and services management solutions for the transportation industry. Our customer operations, data analytics, and full-featured, single-account back-office technology facilitate the high-volume transactions required for seamless multimodal mobility. As a VINCI Highways subsidiary, we are committed to technical innovation and to promoting a positive mobility experience for all.

We are pioneers in the transportation transaction and mobility industry, with a decade of proven global experience in providing solutions focused on the tolling and transit industries. ViaPlus is headquartered near Dallas, Texas, and maintains offices across the United States, France, India, and Ireland. We are part of the global network of VINCI Concessions, an international player in transport infrastructure with projects in 23 countries. Our vision has evolved to provide a fully automated, end-to-end transportation solution that significantly improves revenue collection and efficiency while effectively lowering costs for our agency clients.

We serve enterprises that require high-volume, real-time transaction processing with the highest levels of accuracy, especially where revenue reconciliation and customer account management are key deliverables to the customer experience. Our flagship back-office system (BOS) enables Mobility-as-a-Service (MaaS) with a “one account” feature that supports multimodal transportation solutions. In a rapidly changing environment, ViaPlus maintains a strong focus on technology and continuous R&D to improve agency efficiencies, reduce operating expenses, and maximize revenue – all while providing exceptional customer service.

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ABOUT VINCI HIGHWAYS
VINCI Highways, a VINCI Concessions subsidiary, is a leader in road concessions, operations and mobility services. We design, finance, build and operate highways, bridges, tunnels, urban roads and mobility services on a network of more than 3,360 km in 15 countries. VINCI Highways leverages its expertise to deliver the highest performance and safety standards and provide drivers with a positive experience.

More information:

JOB TITLE : Lead Operations Analyst
JOB LOCATION: Atlanta, GA

JOB SUMMARY:
The Lead Operations Analyst will report to the Maintenance Manager and will support application(s) developed/deployed by ViaPlus to the end Client. This role will be the SME on the Alpha Back Office System (Alpha) application, business processes, provide application support to the end-user, and have a clear understanding of the defined business rules. This position will work closely with the end-user and play a critical role in ensuring efficient system operations and Client satisfaction. The Lead Operations Analyst is an integral part of the technical team and will work closely with system modifications by contributing to the design and testing phases by working directly with the application developers.

MAJOR DUTIES AND RESPONSIBILITIES:

• Daily interactions with the Client to provide feedback and assistance on application(s) functionality.
• Be the expert in using the application(s) and assist the end-user with functional questions.
• Key player in the use and management of the ticketing system
• Have a complete and thorough understanding of the business rules.
• Be the expert in the internal application and assist developers and testers during design, implementation, and testing phases.
• Implement, update, and/or document maintenance and monitoring procedures.
• Monitor system health, business processes, gather system statistics, and troubleshoot reported errors and alarms and as necessary provide feedback and direction on problem areas to the appropriate technical resource.
• Conduct business process analysis and knowledge transfer to the application and database developers.
• Create workflow charts, process diagrams, test cases/plans, and business requirements.
• Recommend improvements and design modifications based on continuous improvement methodologies.
• Have a good understanding of the technical interconnections of the Alpha application to other systems.
• Contribute to regular internal and external meetings to provide updates on the application updates, tickets, and enhancements. Create and disseminate an After Action Report and meeting minutes.
• Understand the Key Performance Indicators and work closely with the Maintenance Manager to meet and exceed the requirements.
• For Application modifications (Business Requirements Analysis):
  • Work closely with the end-user to define business requirements by evaluating operational objectives through studying existing business functions and processes.
  • Meet and coordinate with internal and external stakeholders to establish project scope, system goals, and requirements
  • Document and deliver the requirements to the development team, update design documentation and SOPs
  • Responsible for reviewing and validating internal software release notes.
  • Responsible for delivery any client required change control documentation.
  • Responsible for notifying and training the end-user of application changes.
  • Evaluate modifications in production and incorporate changes into the monitoring program
• SQL Query Writing and Execution
  • Write and run SQL queries to validate test case output.
  • Ensure accurate and expected behavior of the system.
  • Provide accurate data extracts to the end-user.
  • Evaluate and monitor stored procedures and SQL job process flows for accuracy, anomalies, and optimal performance
  • Recommend improvements to stored procedures and SQL job process flows
• Test Case Translation and Execution
  • Assist in translating requirements into test cases for software releases.
  • Maintain traceability of test cases and expected results.
  • Define and coordinate the execution of testing procedures, and develop test cases to serve the overall quality assurance process

QUALIFICATIONS:

• Excellent communication and interpersonal skills.
• Ability to collaborate with cross-functional teams and facilitate communication between clients and external third parties.
• Experience in configuring, documenting, testing, training, and implementing new applications and systems
• In-depth knowledge of business processes, system capabilities, and project development lifecycles.
• Excellent analytical and problem-solving skills.
• Experience in SQL querying, analyzing, and troubleshooting application data

EDUCATION & EXPERIENCE:

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum of 7 years of experience in an operational role as an application Subject Matter Expert (SME), with strong communication skills to effectively convey technical concepts to stakeholders at all levels.

SUPERVISORY RESPONSIBILITIES
N/A

WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform essential functions. While performing the duties of this job, the employee is regularly required to use hands and reach with hands and arms, hear, and talk. The employee will be working and navigating on a computer. The employee occasionally is required to stand, sit, stoop, kneel, crouch, and walk. The employee may occasionally be required to lift and/or move up to 20 pounds. The work environment is usually moderate to loud.