Important: If you applied for a position before March 24, 2023, please check the status of your application here. MTA employees, click here to check your job application status.

Join our Talent Network
Skip to main content
Back to job search

Planning Analyst, Back Office Services & Exemptions, CBDTP

Job ID: 4612
Business Unit: Bridges and Tunnels
Location: New York, NY, United States
Regular/Temporary: Regular
Department: ITS & Tolling/CBDTP
Date Posted: Dec 6, 2023




Resume Due Date:      December 4, 2023

Functional Job Title:   Planning Analyst, Back Office Services & Exemptions, CBDTP


Department/Division:  ITS & Tolling/Central Business District Tolling Program

Work Location:            2 Broadway


Earnings Potential:        $67,172- $88,163

Hay Points:      406

Overtime Eligibility:      Not eligible for paid overtime in accordance with FLSA

This position is eligible for telework which is currently one day per week. New hires are eligible to apply 30 days after their effective date of hire.



This position addresses a statutory requirement that requires MTA Bridges and Tunnels to design, develop, install, operate, and maintain a congestion tolling program in the New York City Central Business District within a short period of time. The program is complex, with many moving parts, and includes the need to interact with federal, state, and local agencies on technology, legal, policy, and financial issues.

There are several key areas involved: design, development, and construction of the roadway technology; the design, development, and construction of the back-office customer service center; the federal National Environmental Policy Act (NEPA) process; broader and statutory stakeholder outreach; development of and reporting on statutorily and federally required performance metrics; implementation of program exemptions; and support for the Traffic Mobility Review Board. Further, there are multiple interactions with private entities, local, state, regional, and federal agencies as well as with the public.

Under the direction of the Senior Project Manager, Back Office Support & Exemptions and the Senior Director, Back Office Support & Exemptions and working closely with the Director, E-ZPass Contract, and Director of Video Tolling Contract on certain aspects, the Planning Analyst will focus on Back Office/Customer Service changes related to the Central Business District Tolling Program (CBDTP).

  • The Planning Analyst will help ensure that the business requirements are designed and developed on schedule and that they have the capability to support the Disability Exemption program as well as other needs that arise from the CBDTP.
  • Participate in the design, planning, requirements definition, testing, and deployment phases of the back-office changes related to the CBDTP, including but not limited to the primary software to support CBDTP, new products and services in support of CBDTP accounts for cashless tolling operations, including but not limited to integration of new products and/or services.
  • Assist with designing an audit process and implementing Standard Operating Procedures to support the Disability Exemption program.
  • Support the development of CBDTP customer relations policies, procedures, and program.
  • Assist with customer issues (revenue and non-revenue) including toll bills, violations disputes, calls, emails, and service requests during operations and/or the transition to the new customer service operator.
  • Conduct research to settle disputes and inquiries; conduct audits related to customer issues and CBDTP exemption program; analyze, monitor, and report on CBDTP customer service metrics.
  • Perform special projects to support CBDTP needs including but not limited to proposals, cost estimates, schedules, budgets, invoicing, etc. Other duties as assigned.



Bachelor’s degree from an accredited institution with a concentration in one of the following or related areas: Business Administration, Public Administration, Project Management, or Finance.

An advanced educational degree in a related field may be substituted for one (1) year of experience.

Three (3) years of satisfactory full time professional experience

Proficient in Microsoft Office Suite or comparable applications (i.e., Excel, Word, Visio, PowerPoint, SharePoint, TEAMS or similar virtual platforms).

Must have highly developed presentation and writing skills.

Excellent project management, organizational and critical thinking skills.

Excellent analytical and research skills.

Strong interpersonal and time management skills


Self-motivated and proactive team player

Exposure to NYCSC contract, scope of work, and amendments

Knowledge of IAG (Interagency Group) and its role in National Interoperability

Understanding of MTA Bridges & Tunnels’ E-ZPass and/or Cashless Tolling programs a plus

Familiarity with NYCSC Operations a plus




MTA Bridges and Tunnels is governed by the Civil Service Rules and Regulations administered by the Department of Citywide Administrative Services (DCAS).

Also, as an employee of MTA Bridges & Tunnels, you may be required to complete an annual financial disclosure statement with the State of New York, if your position earns more than $108,638.00 (this figure is subject to change) per year or if the position is designated as a policymaker.


MTA employees must apply via My MTA Portal. You can submit an online application by logging into My MTA Portal, clicking the My Job Search ribbon, and selecting the “Careers” link.

Logging in through My MTA Portal will link your BSC ID number to your job application to identify you as an internal applicant.



MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.
The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.


Save Job Saved
Similar Jobs