eServices Management Analyst

eServices Management Analyst

  Not Disclosed

  Phoenix, AZ

  12 Months

  Not Disclosed

  Not Disclosed

  Government - State

Job Description

Position is primarily remote with occasional in office days required.

Description:

The eServices Management Analyst 2 conducts analyses of Taxpayer Services eServices programs, services, policies, procedures and processes to identify and eliminate nonvalue added process steps to improve operational effectiveness and efficiency; and engages with the team in overall continuous improvement efforts for the client. Engages with internal and external customers to provide support, and with vendors to assist with routine to moderately-complex inquiries. Compiles regular reports. May perform complex, and/or specialized management studies

Analysis
Applying current, relevant management analysis concepts and guidelines, conducts analysis 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 client staff/outside entities
? Studying special administrative problems
? 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
Technical Support/Service
? Provides technical assistance/helpdesk services to internal customers, troubleshooting customer concerns/problems and providing consultation as needed
? Engages with external vendors providing assistance and guidance regarding moderately complex inquiries and issues
client Compliances 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 other 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; 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


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


Notes:
Position is primarily remote with occasional in office days required.