The eServices Management Analyst 2 conducts analyses of the client 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 client. Conducts routine quality assurance testing and compiles regular reports. May perform complex, and/or specialized management studies.

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 the client 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.

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 Client Management System; 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.
Extensible Markup Language (XML) experience
Quality Assurance testing experience
SQL - MS SQL Server Management Studio (Database Mgmt Systems) experience

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

Preferred Skills
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

Supervision:
This position does not have direct reports.

Notes:
Hybrid
Position is primarily remote with occasional in office days required.
8:00 AM - 5:00 PM