Associate Manager, Business Analyst

Business Processing Solutions; Philadelphia (Philadelphia County); Remote; USD 62,000 - 72,000; Full time

Benefits offered by this job

Medical, Dental, & Vision Insurance

401(k) with Employer Match

Paid Time Off and Holidays

Employee Assistance Program

Job summary

Duncan Solutions, LLC is seeking an Associate Manager, Business Analyst to oversee client-facing operational analysis and system support. You will coordinate escalations, drive process improvements, and lead client-driven projects, ensuring contractual performance and service excellence.

The role blends operations analysis with systems expertise, handling reporting, troubleshooting, and cross-functional collaboration to meet client obligations. Some travel may be required.

Qualifications

• 3–5 years in business operations and system expertise with client-facing analysis.
• Experience managing client escalations and presenting findings to leadership.
• Familiarity with document imaging, case management, and payment systems.

Responsibilities

• Serve as a primary contact for assigned clients and coordinate issue resolution.
• Manage client escalations and cross-functional collaboration on accounts.
• Prepare and deliver operational and performance reports with KPIs.
• Monitor contract deliverables to ensure service expectations met.
• Document recurring issues and recommend process improvements.
• Support and maintain payment processing and related systems.
• Lead testing and validation for system upgrades and client changes.
• Configure workflows to meet contractual requirements and evolving needs.
• Onboard new clients with documentation of rules, configurations, and mappings.

Skills

Operations analysis

Payment processing

Lockbox operations

Client support

Escalations

Reporting tools

Data analysis

Education

High School Diploma or GED

Bachelor’s degree preferred

Tools

Databricks

API

Confluence

JIRA

MS Office

Job description

Join Our Team at Duncan Solutions, LLC

Duncan Solutions, LLC, is a full-service transportation management company that focuses on connecting people, technology, and data to make cities more livable and efficient. As a leading provider of parking and tolling management solutions, we support municipal and commercial clients with citation processing, debt collection, DMV registered owner identification, back-office transaction processing, image review, customer service center and customer experience (CX) operations, integrated on-street parking management, and more.

WORK LOCATION

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, SC, TN, TX, VA, WA, WI, WV, D.C. Candidates must reside in one of the following locations for consideration.

PLEASE NOTE

Duncan Solutions, LLC, does not provide visa sponsorship now or in the future. Candidates must be legally authorized to work in the United States without current or future sponsorship requirements.

PAY TRANSPARANCY

This role will offer $62,000 - $72,000 annually, depending on experience, skills, and location.

Employees may also be eligible for performance-based incentives and additional benefits as part of our total rewards package.

WORKING HOURS

Monday-Friday 8:00 AM – 5:00 PM Eastern Standard Time

POSITION SUMMARY

The Associate Manager, Business Analyst is responsible for overseeing client-facing operational analysis, system support, and process optimization initiatives that ensure contractual performance, service excellence, and operational integrity. This role serves as a key liaison between clients, internal departments, and technology teams to manage escalations, coordinate system enhancements, support payment processing operations, and lead client-driven projects.

The position blends business operations analysis with systems expertise, ensuring that client obligations are met through strong reporting, troubleshooting, documentation, and cross-functional collaboration. This role operates with limited supervision and manages initiatives that impact client performance, regulatory compliance, and operational continuity.

ESSENTIAL DUTIES AND 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.

What You’ll Need to Succeed

• 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.
• Ability to create queries and analyze data results preferred.
• 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.

EDUCATION / EXPERIENCE / SKILLS

• 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.

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.

Physical Demands and Working Conditions

• 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.

WHAT WE OFFER

Duncan Solutions, LLC, offers a professional environment, stability, upward mobility, and a wide breadth of benefits. We offer our full‑time regular employees who meet eligibility criteria the following which include:

Medical, Dental, & Vision Insurance

• 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)

Paid Time Off

• 10 Company Holidays
• PTO Accrual
• Sick Time Accrual
• Parental Leave
• Jury Duty
• Military Leave
• Bereavement

Other Voluntary Benefits

• Life and AD&D Insurance for Employees/Spouse/Child(ren)
• Critical Illness
• Accident Insurance
• Dependent Care Flexible Spending Account (DCFSA)

Duncan Solutions, LLC is proud to be an Equal Opportunity Employer. We actively encourage applications from everybody. All qualified job applicants will receive consideration without regard to race, color, religion, creed, national origin, aboriginality, genetic information, ancestry, marital status, sex, sexual orientation, gender identity or expression, physical or mental disability, pregnancy, veteran status, age, political affiliation or any other non-merit characteristic.

Please visit our website to learn more about us https://www.duncansolutions.com/

To view all of our current job opportunities, please visit https://businessprocessingsolutions.bamboohr.com/careers