Note: The job is a remote job and is open to candidates in USA. Duncan Solutions, LLC, is a transportation management company providing parking, tolling, payment processing, and related technology and data solutions. The Associate Manager, Business Analyst oversees client-facing operational analysis, system support, escalations, reporting, and process optimization while coordinating system enhancements, payment processing operations, onboarding, and cross-functional projects.
Responsibilities
- Serve as a primary point of contact for assigned clients, partnering with client leadership and internal stakeholders to ensure timely resolution of operational and customer issues
- Coordinate and manage client escalations, exception handling, and special account cases requiring detailed research and cross-functional collaboration
- Oversee preparation and delivery of operational and performance reports, including key performance indicators, financial statistics, and status updates on active projects
- Monitor performance trends and contract deliverables to ensure compliance with client agreements and service expectations
- Document recurring issues, identify root causes, and recommend process or system enhancements to prevent future occurrences
- Support and maintain business systems including document imaging, case management, payment processing, and correspondence platforms, ensuring proper integration and functionality
- Troubleshoot hardware and software issues in collaboration with Information Technology and operational teams to minimize service disruptions
- Lead user acceptance testing and validation efforts related to system upgrades, enhancements, and client modifications
- Configure systems and workflows to meet client contractual requirements and evolving business needs
- Develop and implement payment processing solutions and support file layout changes, data integrations, and reporting requirements
- Coordinate new client onboarding efforts, including documentation of business rules, system configuration, process mapping, and cross-departmental implementation support
- Build and maintain documentation for business processes, reporting methodologies, and system workflows
- Collaborate with Finance, Operations, Collections, and Technology teams to ensure alignment of reporting, compliance, and service delivery standards
- Support business continuity planning efforts, including documentation and coordination of business resumption and impact analyses
- Analyze operational inefficiencies, system error trends, and workflow gaps to recommend improvements that enhance accuracy and productivity
- Address user access and security requests in accordance with company and client standards
- Represent the organization in a professional and ethical manner when interacting with clients, consultants, and internal partners
- Support special projects and strategic initiatives as assigned by leadership
Skills
- This is a remote position with eligibility in the following states: AZ, CA, CO, CT, DE, FL, GA, IL, IN, IA, KS, LA, MD, MA, MI, MO, MN, NJ, NY, NC, OH, PA, RI, SC, TN, TX, VA, WA, WI, WV, VT, D.C. Candidates must reside in one of the following locations for consideration
- Candidates must be legally authorized to work in the United States without current or future sponsorship requirements
- Monday-Friday 8:00 AM – 5:00 PM Eastern Standard Time
- Experience in business operations analysis, payment processing, lockbox operations, or client support environments
- Experience managing customer or client escalations and presenting findings to leadership
- Experience supporting or configuring document imaging, case management, or payment processing systems
- Knowledge of system integrations and process workflow design
- Experience with reporting tools and ability to analyze performance metrics
- Strong understanding of business process documentation and requirements gathering
- Proficiency in Microsoft Office applications including Word, Excel, Outlook, and PowerPoint
- Experience with Databricks, API, Confluence, JIRA
- Strong analytical, problem-solving, and critical thinking skills
- Excellent written and verbal communication skills
- Ability to manage multiple priorities and projects simultaneously
- Strong collaboration skills with the ability to work across technical and operational teams
- Ability to work independently with minimal supervision
- Professional judgment and discretion when handling sensitive client or operational information
- Ability to take operational requirements and translate into technical terms
- Detailed oriented and naturally inquisitive
- Some travel is required
- High School Diploma or GED from an accredited institution required
- 3-5 years of experience in business operations and system expertise along with client-facing operational analysis, system support, and process optimization
- This role is primarily computer-based and may be performed in an office or remote work environment. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions
- Ability to create queries and analyze data results preferred
- Bachelor's degree in Business Administration, Information Systems, Finance, or related field preferred
- 3-5 years of experience in transportation, financial services, parking, tolling, or permitting
Benefits
- Performance-based incentives
- Medical, Dental, & Vision Insurance
- Healthcare & Dependent Flexible Spending Accounts (FSA)
- Health Savings Account (HSA) with Employer Contribution
- Company Paid Life and AD&D Insurance
- Company Paid Short- & Long-Term Disability
- Employee Assistance Program (EAP)
- 401(k) with Employer Match (Traditional/Roth/Safe Harbor)
- 10 Company Holidays
- PTO Accrual
- Sick Time Accrual
- Parental Leave
- Jury Duty
- Military Leave
- Bereavement
- Life and AD&D Insurance for Employees/Spouse/Child(ren)
- Critical Illness Insurance
- Accident Insurance
- Dependent Care Flexible Spending Account (DCFSA)
- Remote position
- Stability
- Upward mobility
Company Overview