Business Systems Supervisor - Customer Service

Posting Start Date:

May 13, 2025

Posting End Date:

May 28, 2025

Position Number:

80000338

Union:

Non-Union

FLSA Status:

Salaried Exempt

Department:

Information Technology

Salary Grade:

E-17

Salary Range:

$91,998.40 - $138,008.00

Employment Type:

Full Time

Building Location*:

Central Office Building, Eastern Regional Office, Western Regional Office

Building Street:

700 S. Eisenhower Boulevard, 251 Flint Hill Road, 2200 North Center Avenue

Building City:

Middletown, King of Prussia, New Stanton

Building State:

Pennsylvania (US-PA)

Building Zip Code:

17057, 19406, 15672

Work Schedule: Flexible Work Options

*This position may report to one of the Pennsylvania Turnpike Commission's offices: Central Office (Middletown), Eastern Regional Office (King of Prussia) or Western Regional Office (New Stanton).

 

The Pennsylvania Turnpike Commission, opened on October 1, 1940, is known as “America’s First Superhighway”!  Our mission is to operate a safe, reliable, customer-valued toll road system that supports national mobility and commerce.  The PTC operates a 565-mile system with over 205 million transactions annually.  Together, we are building the highway of the future.

 

The Commission values its team members and understands the importance of work/life balance to the health, well-being and productivity of its team. Therefore, this position may be eligible for Flexible Work Options* such as:

• Hybrid Work - combination of remote and in-person reporting
• Alternate Work Schedule - flexibility to adjust work schedule length to complete work week in fewer days

*Some options may require completion of probationary period. 

The Commission requires all employees to establish PA residency within 6 months of hire and to maintain PA residency, regardless of Flexible Work Options. 

Job Purpose and Summary

This position is responsible for supervising and performing advanced technical configuration and analytical work for the Customer Service business system/process team for the Pennsylvania Turnpike Commission (PTC). Work involves the review, support and redesign of business systems, business processes and the configuration of enterprise systems to meet the needs of the business and end users. Work is performed with independence and reviewed by a manager for attainment of program goals, overall performance, and quality/effectiveness of services provided. Supervision is exercised over the business system/process team supporting multiple enterprise applications.

Essential Functions & Responsibilities

•  Oversees the configuration, maintenance, and enhancement of all Customer Service (internal and external) applications, such as Microsoft Dynamics CRM, Power Platform, Dynamics Contact Center, Power Pages, Copilot Studio integration, OpenAI integration, Native iOS and Android mobile apps, ServiceNow, PTC’s website, PTC's Employee Portal, and 3rd party SaaS tools (Constant Contact, Borealis), and any additional tools the PTC chooses.
• Provides functional leadership in solutioning software applications for Toll Back Office Operations, Communication and Public Relations needs, ITSM, ITIL, ITAM, Enterprise Architecture, Project Portfolio Management and Customer Service functions. 
• Ability to design solutions with the customer centric approach, and design solutions with a human centered design approach.