Tolling Business Analyst

Kimley-Horn is seeking a Business Analyst to support its growing tolling, managed lanes, and transportation technology practice in Pleasanton, CA. This role will help translate toll agency operations, policies, business rules, and system needs into clear requirements, workflows, documentation, and implementation support for projects involving roadside toll systems, back-office systems, customer service operations, inventory management, maintenance and operations systems, and emerging tolling technologies.

The ideal candidate will bring hands-on business analysis experience, strong stakeholder facilitation skills, and a practical understanding of tolling operations. The position is intended for a professional who can work across technical, operational, and client-facing teams to support requirements development, configuration alignment, operational readiness, testing, and successful project delivery.

• Support tolling business analysis activities for roadway, roadside, operational back-office, commercial back-office, customer service, MOMS, inventory, and interoperability-related projects.
• Lead or assist with requirements elicitation, validation, clarification, and traceability, including development and maintenance of Requirements Traceability Matrices (RTMs).
• Document current-state and future-state business processes, workflows, business rules, service blueprints, user stories, use cases, and operational procedures.
• Coordinate with toll agencies, project managers, system integrators, operations teams, engineers, QA teams, vendors, and other stakeholders to confirm that business needs are accurately reflected in project deliverables.
• Support development and review of configuration workbooks, business rules, policy interpretations, system settings, and operational assumptions to confirm alignment with client requirements and day-to-day operating needs.
• Assist with back-office and roadside tolling system implementation efforts, including account management, billing, invoicing, payments, transponder/tag management, image review, violations, dispute handling, reconciliation, and customer correspondence workflows.
• Support system testing, user acceptance testing, business validation, demonstrations, release planning, go-live readiness, and post-implementation support activities.
• Analyze operational impacts, risks, process gaps, and customer-experience considerations associated with new system features, technology changes, or operational transitions.
• Prepare clear business documentation, meeting notes, process maps, requirements packages, test support materials, decision logs, issue summaries, training materials, and other project artifacts consistent with client and Kimley-Horn standards.
• Contribute to tolling advisory, system manager, procurement support, concepts of operations, business rule development, and operational readiness assignments as needed.

• Bachelor’s degree in business, information systems, transportation, engineering, public administration, finance, or a related field.
• Minimum of 7 years of business analysis, systems analysis, transportation operations, tolling, back-office, customer service, financial operations, or related consulting experience.
• Experience gathering, documenting, validating, and managing business requirements for technology-enabled operations or public-sector programs.
• Ability to facilitate discussions with business users, technical teams, operations staff, agency representatives, and project leadership.
• Strong written and verbal communication skills, with the ability to translate complex operational or technical topics into clear, actionable documentation.
• Experience supporting testing, validation, implementation readiness, change management, or operational transition activities.
• Proficiency with Microsoft Office tools, including Word, Excel, PowerPoint, and Visio or similar process-mapping tools.

Preferred Tolling and Transportation Experience

• Experience with tolling, managed lanes, express lanes, open road tolling, all-electronic tolling, congestion pricing, or transportation technology projects.
• Working knowledge of roadside tolling operations, including vehicle detection, transponder reads, license plate capture, classification, toll rules, trip building, and transaction processing.
• Working knowledge of operational back-office and commercial back-office functions, including customer accounts, billing, payments, violations, image review, disputes, reconciliation, financial controls, and reporting.
• Experience with MOMS, inventory control, asset management, maintenance workflows, or field operations support.
• Experience developing or maintaining RTMs, configuration workbooks, business rules, SOPs, service blueprints, user stories, test plans, and acceptance criteria.
• Familiarity with toll agency stakeholders, system integrators, customer service centers, payment processors, DMV or registration data exchanges, interoperability hubs, and enforcement processes.
• Experience with Agile, hybrid delivery, or systems engineering environments supporting transportation technology implementation.

Salary Range:

$135,000 to $155,000

At Kimley-Horn, we do things differently. People, clients, and employees are at the forefront of who we are. Clients know we prioritize achieving their goals and growing their success. Employees know our culture and approach to business are built on a desire to provide an environment for everyone to flourish. Our commitment to quality is only as good as the people behind it— that’s why we welcome and develop passionate, hardworking, and proactive employees. We take pride in how our employee retention, robust benefits package, and company values have led to Kimley-Horn’s placement on the Fortune “100 Best Companies to Work” list for 19 years!

Key Benefits at Kimley-Horn

• Exceptional Retirement Plan: 2-to1- company match on up to 4% of eligible compensation (salary + bonus) and additional profit-sharing contribution.
• Comprehensive Health Coverage: Low-cost medical, dental, and vision insurance options.
• Time Off: Personal leave, flexible scheduling, floating holidays, and half-day Fridays.
• Financial Wellness: Student loan matching in our 401(k), and performance-based bonuses.
• Professional Development: Tuition reimbursement and extensive internal training programs.
• Family-Friendly Benefits: New Parent Leave, family building benefits, and childcare resources.