Business Systems Supervisor - Customer Service

Business Systems Supervisor Customer Service

Interested candidates must apply to the District Facilities Supervisor posting by visiting careers.paturnpike.com by May 28, 2025.

*This position may reporttoone 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 forFlexible Work Options* such as:

• Hybrid Work- combination of remote and in-person reporting

• Alternate Work Schedule-flexibilityto 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 asMicrosoft 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'sEmployee Portal, and 3rdparty SaaS tools (Constant Contact, Borealis), and any additional tools the PTCchooses.

• 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.

• Provides functional leadership for driving the solution for all projects and work items related to the Customer Service team and provides direction to the team members involved in these efforts.

• Collaborates with the support team or takes ownership as needed to ensure Customer Service applications related incidentsand problems are addressed in a timely manner.

• Collaborates with the support team to plan for upgrades and maintenance of all applications that are used by our IT Support, Technology and Innovation Management, Toll Operations, and Communications and Public Relations departments.

• Collaborates closely with other supervisors and managers to ensure we provide end-to-end software delivery and maintenance of Customer Service-related applications and meet the SLA and KPIs as defined by the IT leadership and business needs.

• Performs related duties as assigned.

Qualifications

• Eleven (11) years of system configuration experience in an enterprise business system

OR

• Seven (7) years of system configuration experience in an enterprise business systemANDa bachelor s degree in business management, information technology, or related field.

Equivalent combination of education and/or experience may be accepted.

Competencies

Problem Solving/Analysis

Critical Thinking

Customer/Client Focused

Communication Proficiency

Project Management

Attention to Detail

Leadership

Results Driven

Technical Capacity

Physical Demands and Work Environment

Position demands include frequent speaking, writing, and reading reports. Position requires frequent work at a computer utilizing business programs and PTC specific operating systems. Occasionally works outside of normal business hours for assigned work assignments.

Office environment with low levels of noise, adequate lighting, and comfortable temperature. Field environment may include exposure to moderately adverse and undesirable conditions. Physical environment is generally safe, but safety equipment or precautions must be followed in field conditions.

Benefits

The selected candidate will be offered an exceptional benefits package which includes comprehensive medical, dental, vision and prescription coverage, along with a benefit plan for retirement. In addition, leave programs, tuition reimbursement, employee assistance program, and alternative work schedules are available to employees.

The Pennsylvania Turnpike Commission is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees.If you need assistance or an accommodation due to a disability, you may contact the Human Resources Department by calling .