eServices Management Analyst 2

Position is primarily remote with occasional in office days required.

Full Job Description attached below

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

Required Experience

Minimum of one (1) to two (2) years management analysis experience

Required Skills

-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/Understanding

- Experience working with/in Tax Administration would be preferred

- 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

Skills

- 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

Requirements

Required Skills

Skill Type

Skill Name

Minimum of one (1) to two (2) years management analysis experience

Extensible Markup Language (XML) experience

Quality Assurance testing experience

SQL - MS SQL Server Management Studio (Database Mgmt Systems) experience

Preferred Skills

Skill Type

Skill Name

One or more years of experience in tax related service and administration

Bachelor’s degree in business, computer information systems, or related field

Azure DevOps experience