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Lead Scrum Master BPR & CRM

Job Title: Lead Scrum Master BPR & CRM
Duration: Long Term
Location: Middletown, PA/Occasionally Onsite

Note: **Currently remote but can change to hybrid.***
** This position is primarily remote, but candidate needs to be onsite one or two weeks per month in Middletown, PA**

Job Description of Duties

Scrum Master Role: Serve as a Scrum Master for one or more Agile teams, fostering a culture of collaboration, transparency, and continuous improvement.
Facilitation: Facilitate Agile ceremonies such as daily stand-ups, sprint planning, sprint reviews, and retrospectives.
Stakeholder Management: Act as a liaison between the development team and stakeholders, ensuring clear communication and alignment on project goals and priorities.
Leadership: Provide leadership and guidance to Agile teams, ensuring adherence to Agile principles and practices.
Requirements Gathering: Work closely with stakeholders to gather and define detailed requirements, ensuring alignment with business goals and priorities.
System Integration: Manage integration projects related to SAP and other systems, ensuring seamless functionality across platforms.
Reporting and Metrics: Collaborate with teams to establish and maintain metrics for transparency and to drive continuous improvement.
Customer Service Enhancement: Collaborate with UI/UX teams to improve customer service processes and user interfaces, enhancing overall user experience.
Process Improvement: Identify opportunities for process optimization and efficiency improvements within inventory management, account management, and case handling.
Project Oversight: Monitor project progress and remove impediments to ensure smooth and efficient delivery of sprint goals and overall project milestones.
SAP Integration: Coordinate with SAP experts and teams to ensure seamless integration of SAP solutions into Agile projects and processes.
Training and Support: Provide training and support to end-users on new systems and processes implemented, ensuring smooth adoption and utilization.
Fully document all created work associated with this position, including technical and functional designs and diagrams, test plans, test scripts, impact analysis reports, lessons learned, best practices for others to follow, plus any other documentation as required by the PTC. This documentation shall follow the format and / or templates as instructed by the PTC.
Develop and maintain a productive working relationship with technology staff, business owners, project sponsors, vendors, and key clients.
Lead and participate in project team activities for system work efforts related to enterprise systems.
Work independently to accomplish the tasks and duties assigned.
Adhere to and follow all PTC standards, policies, and procedures.
Utilize various software and/or technology tools to perform job duties.
Perform tasks and other duties as related to this position and role and assigned by the PTC.

Technical Areas Within Scope Of This Position

Account Management - All aspects related to tolling and non-tolling (over dimensional permits, disabled vehicles, etc.), account opening, maintenance, and closing via all channels.
Correspondence - All aspects related to tolling and non-tolling customer communications, via all channels. Includes, but is not limited to, layout and generation of communications through all channels and often a mix of channels.
Inventory Management - All aspects related to inventory management, primarily of tolling transponders and PTC issued gift certificates from analysis to support ordering to all aspect of life cycle to disposition.
Case Management - All aspects related to tolling and non-tolling logging or customer related interactions, done in a case.
Reporting - All aspects related to tolling and non-tolling reporting or any / all system and customer and related functions for internal and external users of the system.
Transaction Processing - All aspects related to PTC customers traveling on PTC roadways, PTC customers traveling on other agency roadways, and other agency customer traveling on PTC roadways and assessing the correct fees for each. Non-tolling activities (permits, disabled vehicles, etc.) are also included.
Billing & Invoicing - All aspects related to the correct fiscal accounting of all transactions processed.
Collections & Toll Enforcement - All aspects related to customers not properly addressing billing and invoicing responsibilities.
Financial Posting & Reconciliation - All aspects related to ensuring the accounting of all billing and invoicing and all fiscal related matters are properly addressed.
Payments - All aspects related to defining and ultimately working to support the development of all payment solution options available to the customers to make payments via any / all of channels.
Customer Service Operations - All aspects related to operations of a back office tolling and non-tolling solution.
Customer Relationship Management (CRM) - UBOS utilized a Microsoft Customer Engagement based CRM, including customer portal. UBOS customer service agents use the CRM to engage with customers while customers can use other channels, portal, mobile app, chatbot, IVR, etc. to self-service. Microsoft CE CRM experience is preferred, but experience with any modern CRM will be considered.
SAP S4 HANA - The fiscal general ledger is SAP S4 HANA. Modules in use include BRIM, FICA, Convergent Mediation, and Analytics Cloud. Experience with SAP and in particular the noted modules is preferred but experience with any modern ERP will be considered.
User Interface (UI) / User Experience (UX) / Customer Experience (CX) - UBOS will provide a best-in-class experience to PTC's customers. Much of this is determined by customer experience when they engage with the system. UI/UX/CX TBA expertise is required for some of the TBA positions.
Customer Channels - UBOS will enable customers to engage with PTC via a wide, and ever growing, number of channel options. Currently channels include portal, mobile app, chatbot, chat, IVR, email, voicemail, SMS, US Government Client mail, walk-ins, phone calls with agents, etc. Additionally, customers must be able to easily transition between channels when it suits them. Channel experience is required for some of the TBA positions.
Data Migration - Data Export, Transformation, and Loading (ETL) is a significant component of UBOS. Data must be migrated from several current systems into the UBOS at multiple phases of the UBOS project to support testing and ultimately go live events. Data migration experience is required for some of the TBA positions.
Tolling expertise - PTC is a tolling agency and the majority of the UBOS customers will be tolling customers. Experience in TBA related activities that support tolling is required for some of the TBA positions.

Desired Skillset

Bachelor's degree in Computer Science, Engineering, Business Administration, or related field; Master's degree preferred.
Certified Scrum Master (CSM) or similar Agile certification required.
5+ years of experience as a Scrum Master or Agile Coach, with a proven track record of successfully delivering projects in inventory management, account management, case management, and SAP environments.
Strong leadership and mentoring skills, with the ability to lead and motivate cross-functional teams.
Excellent communication, facilitation, and interpersonal skills, with the ability to build strong relationships with stakeholders.
Deep understanding of Agile principles and practices, with experience in Agile tools and methodologies.
Knowledge of UI/UX design principles and customer service enhancements.
Familiarity with the tolling industry and tolling systems is a plus.

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