Senior Toll Systems Analyst

 

Arcadis is the world's leading company delivering sustainable design, engineering, and consultancy solutions for natural and built assets.

We are more than 36,000 people, in over 70 countries, dedicated to improving quality of life. Everyone has an important role to play. With the power of many curious minds, together we can solve the world’s most complex challenges and deliver more impact together.

Role description:

We are seeking a motivated and detail-oriented Mid-Level Consultant to join our team, supporting projects focused on Toll Operational Back Office (OBOS) and Commercial Back Office (CBO) systems. This role involves comprehensive consulting across the entire system lifecycle—from business rule development and system design to procurement, testing, implementation, and ongoing operations. The ideal candidate will also bring experience or interest in dynamic pricing/congestion pricing, trip building, account management, customer service workflows, and performance reporting.

The successful candidate will work closely with public sector clients, vendors, and multidisciplinary teams to ensure the delivery of scalable, efficient, and user-focused solutions back-office systems meeting its performance, compliance, and operational goals.

Role accountabilities:

Back Office Business Design & Requirements Development

• Collaborate with clients to define business rules for:
  • Dynamic/congestion pricing models
  • Trip building and transaction reconciliation
  • Customer account management (e.g., prepaid/postpaid, fleet accounts)
  • Customer service operations, including contact center and CRM integration
  • Dispute resolution and violation enforcement workflows
• Develop process flows and user stories to guide system functionality.
• Translate operational needs into functional and non-functional system requirements.

System Design & Procurement

• Support the architecture design for scalable OBOS/CBO systems and their integration with roadside and payment systems.
• Draft procurement documents, technical specifications, and performance requirements for vendors.
• Assist clients with vendor selection, proposal evaluation, and contract negotiations.

Testing & Implementation

• Participate in or lead efforts in system testing, including SIT, UAT, and operational readiness testing.
• Validate correct implementation of business rules, pricing models, and customer service workflows.
• Support defect triage, resolution, and system configuration validation.

Operational Oversight & Optimization

• Monitor and analyze key operational KPIs (e.g., trip accuracy, account resolution rates, call center metrics).
• Provide recommendations to improve system usability, accuracy, and operational efficiency.
• Contribute to the development of operational reports and dashboards for client oversight.
• Evaluate system performance related to pricing enforcement, trip validation, and billing accuracy.

Qualifications & Experience:

Education & Experience

• Bachelor’s degree in business, Transportation, Public Policy, Information Systems, or a related field.
• 7-10 years of experience in tolling, ITS, or back-office systems consulting.
• Experience with at least two phases of a system’s lifecycle (e.g., design, procurement, implementation, operations).

Technical & Business Skills

• Solid understanding of OBOS/CBO system components, including:
  • Dynamic pricing/congestion pricing systems
  • Trip building and travel pattern reconstruction
  • Account management platforms and payment integration
  • Call center operations and CRM tools
  • Dispute resolution processes and violation lifecycle management
  • Reporting and analytics platforms (e.g., Tableau, Power BI)
• Ability to write and validate business rules and process documentation.
• Familiarity with APIs, data exchange formats (JSON, XML), and system integration principles.
• Excellent written and verbal communication skills, including stakeholder