Business Systems Supervisor - Customer Service

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. 
• 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 incidents and 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 system AND a bachelor’s degree in business management, information technology, or related field. 

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

Competencies

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.  

Disclaimer

The information provided in this job description has been designed to indicate the general nature and level of work performed by the incumbent(s) within this job. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, qualifications and working conditions required of the employee(s) assigned to this job. Management has the discretion to add or modify duties of the job and to designate other functions as essential at any time.