e-Services Management Analyst 3

S R INTERNATIONAL INC•Phoenix, AZ

1d•Remote

About The Position

The eServices Management Analyst 3 conducts analyses of Taxpayer Services eServices programs, services, policies, procedures and processes to identify and eliminate nonvalue-added process steps to improve operational effectiveness and efficiency; and engages with the team in overall continuous improvement efforts for the division. Serves as a liaison between ADOR’s Information Technology Section and both software vendors and internal business users. Engages with internal and external customers to provide support, and with vendors to assist with routine to moderately-complex inquiries. Compiles regular reports. May perform difficult, complex, and/or specialized management studies, and plan or coordinate projects.

Requirements

Minimum of three (3) years management analysis experience
One of more year or more of experience in tax-related service and administration
Experience with Customer Service/Technical Support - internal, external, and third-party customers
Extensible Markup Language (XML) - Altova XMLSpy
Analysis of business programs, services, policies and systems
SQL - MS SQL Server Management Studio (Database Mgmt Systems)
Azure DevOps
Quality Assurance testing
Ability to understand and solve problems by applying intermediate analytical skills to include collecting all the relevant information and data needed to address the problem; organizing, classifying and synthesizing the data into fundamental issues; from the information, identifying the most probable causes of the problem; reducing the information down into manageable components; identifying the logical outcomes from the analyses of the data collected; and, identifying the options and solutions for addressing the problems analyzed.
Knowledge of principles and practices of public administration with emphasis on effective planning, organization, and management;
Knowledge of contemporary business methods, procedures, and practices;
Knowledge of the principles and techniques of automated information systems analysis, design, modification, and implementation; principles, research methods and reporting techniques used in administrative studies
Knowledge of operational/programmatic structures, applicable legislation, rules, regulations, standards, policies, procedures, resources and priorities
Effective verbal, written, and listening communication skills? Effective organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations
Effective interpersonal skills and demeanor
Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel, PowerPoint; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive.
Business/Management analysis of eServices programs, services, policies, procedures and processes.
One or more years experience in tax related service, administration; government, public, or regulatory compliance; accounting
Experience with Customer Service/Technical Support - internal, external, and third-party customers

Nice To Haves

Bachelor’s degree in business, computer information systems, or related field
Extensive Markup Language (XML) experience
QA Testing Experience
SQL - MS SQL Server Management Studio (Database Mgmt Systems) experience
Azure DevOps Experience
XML, QA Testing, SQL, and Azure DevOps preferred but not required

Responsibilities

Business/Management analysis of eServices programs, services, policies, procedures and processes.
Planning and conducting analyses of problems and opportunities for improvement
Defining needs by gathering information via conferring with agency staff/outside entities
Evaluating existing and proposed administrative policies, procedures, systems and practices, and designing and modifying automated and manual systems for specific applications
Studying special administrative problems
Developing and conducting surveys, compiling information, documenting and analyzing findings, preparing comprehensive reports, and developing recommendations for change
Presenting recommendations to management and coordinating implementation of process improvements and systems
Engages with external vendors providing assistance and guidance regarding moderately-complex inquiries and issues
Provides technical expertise in computer information systems and databases; and guidance to the eServices Team by planning, developing, directing, reviewing, and participating in the activities of a team conducting special projects
Provides technical assistance/helpdesk services to internal customers, troubleshooting customer concerns/problems and providing consultation as needed
Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and other continuing education opportunities.
Studies policies, procedures, systems, practices, operations and organizational structures to devise the most effective and efficient methods of accomplishing work
Actively contributes to team and individual effectiveness
Maximizes work processes and deliverables through lean principles within theArizona Management System (AMS); provides recommendations for process improvement, and engages in continuous improvement efforts as assigned