Business Support Analyst

Position Number: 00764A

Department: PARKING FACILITIES

Job Description

This position will manage the entirety of the parking citation appeals process including notification of results, the second appeal process, customer follow-up, and proper documentation within parking management software. This position will be the primary point of contact for customers participating in the 3rd party customer program and will be responsible for establishing the accounts in the parking management system, providing technical assistance to participants, evaluating current processes and identifying improvements, and partnering with the Customer Service Manager and financial services team to ensure account accuracy.

Knowledge, skills and abilities

Some knowledge of MS Office Software Applications.

Some knowledge of T2 Flex Parking Management System (PMS), including some knowledge of database management and reporting, T2 Flexport Customer Portal, T2 Iris, Genetec Security Desk, DMV mainframe access, Offstreet Technologies Admin Portal or other similar related systems/software/applications.

Excellent verbal and written skills.

Excellent interpersonal skills with demonstrated ability to effectively work and communicate with customers.

Good customer service skills, including problem solving, conflict resolution, and account relationship management.

Superb keyboarding, grammar, spelling and proof reading skills.

Special licenses, registration or certification

None

Education or training

None

Level and type of experience

Considerable administrative experience in an office or university environment.

Considerable experience managing data processes, information management, and reporting.

Additional Considerations (supplemental knowledge, skills, abilities, education, experience, licensure, certification)

Expert with MS Office Software Applications.

Expert Knowledge of T2 Flex Parking Management System (PMS), including knowledge of database management and reporting, T2 Flexport Customer Portal, T2 Iris, Genetec Security Desk, DMV mainframe access, Offstreet Technologies Admin Portal.

Demonstrated project management experience to successfully on-board new customers and evaluate current processes and recommend opportunities to improve efficiencies.

Ability to interpret, apply, and explain established policies and procedures.

Demonstrated ability to effectively communicate and conduct in-person and over the phone training for external users of PMS.

Conditions of Employment

N/A

Annual Salary/Hourly Rate: Salary range between $ – 40,000 – $45,000

Job Requisition Number: S03252

Alternative Hiring Process

In support of the Commonwealth’s commitment to inclusion, we are encouraging individuals with disabilities to apply through the Commonwealth’s Alternative Hiring Process.

To be considered for this opportunity, applicants will need to provide their AHP Letter (formerly called a Certificate of Disability) provided by the Department for Aging & Rehabilitative Services (DARS), or the Department for the Blind & Vision Impaired (DBVI). Service-Connected Veterans may also apply via the AHP if they also provide an AHP Letter.

To request an AHP Letter, use this link: https://www.dars.virginia.gov/drs/cpid/PWContact.aspx or call DARS at 800-552-5019, or DBVI at 800-622-2155.