Tax eServices Management Analyst 3

SunSoft Online•Phoenix, AZ

About The Position

The eServices Management Analyst 3 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. They engage with the team in overall continuous improvement efforts for the division and serve as a liaison between ADOR’s Information Technology Section and both software vendors and internal business users. This role engages with internal and external customers to provide support, and with vendors to assist with routine to moderately-complex inquiries. The analyst compiles regular reports and may perform difficult, complex, and/or specialized management studies, and plan or coordinate projects.

Requirements

Extensible Markup Language (XML)
Analysis of technology and information systems
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

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
Participation in training and other continuing education opportunities

Responsibilities

Conducts analyses of eServices programs, services, policies, procedures and processes to prepare and tailor plans/individualized approaches to resolve program issues.
Plans and conducts analyses of problems and opportunities for improvement.
Defines needs by gathering information via conferring with agency staff/outside entities.
Evaluates existing and proposed administrative policies, procedures, systems and practices, and designs and modifies automated and manual systems for specific applications.
Studies special administrative problems.
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.
Engages with external vendors providing assistance and guidance regarding moderately-complex inquiries and issues.
Provides technical expertise in computer information systems and databases.
Provides 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.
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.
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.
Develops goals, objectives, and procedures to be followed to conduct studies and effectively carry out program activities effectively.
Evaluates the relevance of existing management analysis concepts and guidelines that support the unit’s ability to prepare and tailor plans or individualized approaches to resolve difficult, complex, and specialized management and/or program issues.
Develops and maintains up-to-date, complete functional/operational manuals for eServices unit which outline established methods of performing work in accordance with organization policy.
Develops training materials, provides training, and conducts effective reviews to ensure systems are applied and functioning as designed.