eServices Management Analyst 2

Novalink Solutions LLC•Phoenix, AZ

4d•Remote

About The Position

The eServices Management Analyst 2 analyzes Taxpayer Services eServices programs, services, policies, procedures, and processes to identify and eliminate non-value-added steps, improve operational effectiveness and efficiency, and contribute to the division’s continuous improvement efforts. The position conducts routine quality assurance testing, compiles regular reports, and may perform complex or specialized management studies. It has no direct reports. The role plans and conducts analyses of problems and improvement opportunities; gathers information from agency staff and external entities; develops surveys; documents and analyzes findings; prepares reports and recommendations; presents recommendations to management; and coordinates implementation of process and system improvements. It also develops quality assurance test plans, tests and analyzes systems, and provides technical assistance and helpdesk support to internal customers. The analyst stays informed about taxation-related laws, regulations, policies, and best practices, as well as management analysis methods. The position contributes to team effectiveness, completes training, participates in work teams and coaching, and supports lean process improvement and the maintenance of eServices policies, procedures, systems, practices, and operational manuals. Other duties may be assigned. The position is primarily remote, with occasional required office days.

Requirements

One to two years of management analysis experience.
Experience with Extensible Markup Language (XML), including Altova XMLSpy.
Experience analyzing technology and information systems.
Experience with SQL and MS SQL Server Management Studio or database management systems.
Experience with quality assurance testing.
Ability to apply intermediate analytical skills to collect, organize, classify, and synthesize relevant information; identify probable causes and logical outcomes; and determine options and solutions to problems.
Knowledge of public administration principles and practices, particularly effective planning, organization, and management.
Knowledge of contemporary business methods, procedures, and practices.
Knowledge of automated information systems analysis, design, modification, and implementation, as well as administrative study research methods and reporting techniques.
Knowledge of operational and program structures, applicable legislation, rules, regulations, standards, policies, procedures, resources, and priorities.
Effective verbal, written, and listening communication skills.
Effective organization and time management skills, including the ability to manage multiple projects simultaneously and work in high-pressure situations.
Effective interpersonal skills and demeanor.
Proficiency using a PC in a Windows environment, the Internet, Microsoft Office applications (Outlook, Word, Excel, and PowerPoint), and Google Suite applications (Gmail, Sheets, Docs, and Drive).

Nice To Haves

Experience working in tax administration.
One or more years of experience in tax-related service and administration.
A bachelor’s degree in business, computer information systems, or a related field.
Azure DevOps experience.

Responsibilities

Analyze eServices programs, services, policies, procedures, and processes to identify non-value-added steps and improve operational effectiveness and efficiency.
Plan and conduct analyses of problems and opportunities for improvement.
Gather information by consulting agency staff and outside entities; develop and conduct surveys; compile information; document and analyze findings; and prepare reports and recommendations.
Present recommendations to management and coordinate implementation of process improvements and systems.
Develop quality assurance test plans and conduct quality assurance testing and systems analysis.
Compile regular reports and may conduct complex or specialized management studies.
Provide technical assistance and helpdesk services to internal customers, troubleshoot concerns and problems, and provide consultation as needed.
Keep current on taxation-related laws, regulations, policies, best practices, and management analysis concepts and guidelines.
Attend staff meetings and huddles, complete required training, participate in assigned work teams, and prepare for and participate in supervisor coaching.
Complete metrics, projects, huddle boards, and reports as requested.
Apply lean principles within the Arizona Management System and recommend and participate in continuous improvement efforts.
Contribute to maintaining eServices policies, procedures, systems, practices, and operational manuals.
Perform other duties as assigned.