Senior Tolls Business Analyst

Overview

We are seeking a Senior Tolls Business Analyst to support the North Carolina Turnpike Authority (NCTA) as part of the Tolling Operations and Technology program in Raleigh, NC. This fully embedded consulting role provides direct technical and analytical support to the NCTA Director of Roadside Systems, serving as a trusted advisor on statewide tolling system performance, vendor oversight, and operational reliability.

As the Tolling Systems & Performance Consultant, you will play a critical role in ensuring the accuracy, availability, and integrity of NCTA s roadside toll collection systems. You will lead deep dive data analysis, investigate system anomalies, validate vendor performance, and help drive continuous improvement across a complex, mission critical technology environment. This position is ideal for someone who thrives at the intersection of technology, operations, and data driven problem solving.

System Operations & Maintenance:

• Oversee vendor maintenance and support activities for roadside toll collection systems, including lane controllers, sensors, cameras, and communication devices.
• Track preventive and corrective maintenance activities and monitor system health, uptime, and performance to minimize operational disruptions.

Incident Management:

• Ensure vendors respond promptly to system alerts, equipment failures, and field issues.
• Review and validate root cause analyses for system anomalies, transaction errors, and hardware failures.
• Drive implementation of corrective and preventive actions and ensure timely resolution.

Field & Vendor Coordination:

• Serve as a liaison between field technicians, vendors, and NCDOT engineering teams.
• Monitor vendor performance and enforce adherence to contractual service level agreements (SLAs).

System Performance Analysis:

• Analyze toll system data to identify trends, performance bottlenecks, and degradation in accuracy or reliability.
• Support dynamic pricing and operational decision making through data driven insights.

Documentation & Compliance Support:

• Maintain detailed system documentation, maintenance logs, and incident reports.
• Evaluate vendor performance against SLAs and KPIs and support contract enforcement, including liquidated damages assessments.
• Produce clear technical documentation for leadership and compliance stakeholders.

Technical Audit & Quality Assurance:

• Review vendor technical reports for accuracy and completeness.
• Conduct independent verification of system fixes, software releases, and field implementations.

Continuous Improvement:

• Identify opportunities to enhance system reliability, efficiency, and scalability.
• Support modernization initiatives, technology upgrades, and the rollout of new roadside systems.

• Bachelor s degree in Technology, Engineering, Data Science, or a related field; or 5+ years of specialized experience in tolling systems planning or operations.
• Minimum of five years of experience in system performance analysis, IT operations, or technical project management.
• Strong preference for experience with electronic toll collection (ETC) systems, RFID technology, or Intelligent Transportation Systems (ITS).
• Demonstrated ability to perform detailed root cause analysis and manage service providers against strict technical SLAs.
• Skilled at translating complex technical data into clear, actionable reports for leadership and contract compliance.
• Strong analytical mindset, excellent communication skills, and a proactive approach to problem solving in a high stakes operational environment.

At AtkinsRéalis, our values—Safety, Integrity, Collaboration, Innovation, and Excellence—are the foundation of who we are and how we work. These principles shape our culture, guide our decisions, and inspire us to create an environment where every team member feels empowered to grow, succeed, and make a meaningful impact.

Benefits may include medical, dental, vision, life and disability benefits, employer-matched 401(k) with vesting, employee stock purchase plan, paid time off, flexible work options, recognition programs, employee assistance program, and voluntary benefits. The company provides access to a comprehensive…