QA Analyst

Novalink Solutions LLC•Phoenix, AZ

About The Position

The eServices Management Analyst 2 conducts analyses of Taxpayer Services eServices programs, services, policies, procedures and processes to identify and eliminate non-value-added process steps to improve operational effectiveness and efficiency; and engages with the team in overall continuous improvement efforts for the division. Conducts routine quality assurance testing and compiles regular reports. May perform complex, and/or specialized management studies. Supervision: This position does not have direct reports. Analysis & Quality Assurance Testing Applying current, relevant management analysis concepts and guidelines, conducts analysis and quality assurance testing of eServices programs, services, policies, procedures and processes to prepare and tailor plans/individualized approaches to resolve the program issues to include: Planning and conducting analyses of a problem or opportunity for improvement Defining needs by gathering information via conferring with agency staff/outside entities 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 Developing and conducting Quality Assurance test plans Technical Support/Service Build quality assurance testing plans and conduct testing and analysis of systems. Provides technical assistance/helpdesk services to internal customers, troubleshooting customer concerns/problems and providing consultation as needed. Agency/Department Compliance & Continuous Improvement 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 participation in training and others continuing education opportunities Stays current on management analysis concepts and guidelines in order to prepare and tailor plans or individualized approaches to resolve complex and specialized management and/or program issues Actively contributes to team and individual effectiveness through the following: Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated Completes all required training in a timely manner Participates in assigned work teams as appropriate May complete periodic metrics, projects, huddle boards and reports as requested Prepares for and actively participates in 1:1 coaching with supervisor Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); provides recommendations for process improvement, and engages in continuous improvement efforts as assigned to include contributing to the maintenance of the eServices unit’s policies, procedures, systems, practices, and operational manuals outlining established methods of performing work in accordance with organization policy Other duties as assigned

Requirements

Minimum of one (1) to two (2) years management analysis experience
Extensible Markup Language (XML) - Altova XMLSpy
Analysis of technology and information 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

Nice To Haves

Experience working with/in Tax Administration would be preferred

Responsibilities

Conducts analyses of Taxpayer Services eServices programs, services, policies, procedures and processes to identify and eliminate non-value-added process steps to improve operational effectiveness and efficiency.
Engages with the team in overall continuous improvement efforts for the division.
Conducts routine quality assurance testing and compiles regular reports.
May perform complex, and/or specialized management studies.
Conducts analysis and quality assurance testing of eServices programs, services, policies, procedures and processes.
Prepares and tailors plans/individualized approaches to resolve program issues.
Plans and conducts analyses of a problem or opportunity for improvement.
Defines needs by gathering information via conferring with agency staff/outside entities.
Develops and conducts surveys, compiles information, documents and analyzes findings, prepares comprehensive reports, and develops recommendations for change.
Presents recommendations to management and coordinates implementation of process improvements and systems.
Develops and conducts Quality Assurance test plans.
Builds quality assurance testing plans and conducts testing and analysis of systems.
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.
Stays current on management analysis concepts and guidelines.
Attends staff meetings and huddles of work unit or district.
Completes all required training in a timely manner.
Participates in assigned work teams as appropriate.
Completes periodic metrics, projects, huddle boards and reports as requested.
Prepares for and actively participates in 1:1 coaching with supervisor.
Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS).
Provides recommendations for process improvement.
Engages in continuous improvement efforts as assigned.
Contributes to the maintenance of the eServices unit’s policies, procedures, systems, practices, and operational manuals.
Performs other duties as assigned.