EServices Management Analyst 3

Employment Type: Contract - W2

Duration: 12 months with potential possibilities of contract extensions as per the business requirements

Position Type: Hybrid; 40 hours per week

Position Summary:

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; and engages with the team in overall continuous improvement efforts for the division. Serves as a liaison between ADOR s Information Technology Section and both software vendors and internal business users. 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 difficult, complex, and/or specialized management studies, and plan or coordinate projects.

Job Responsibilities:

• Applying current, relevant management analysis concepts and guidelines, conducts analysis of eServices programs, services, policies, procedures, and processes to prepare and tailor plans or individualized approaches to resolve the program issues.
• Planning and conducting analyses of problems and opportunities for improvement.
• Defining needs by gathering information via conferring with agency staff and outside entities.
• Evaluating existing and proposed administrative policies, procedures, systems, and practices, and designing and modifying automated and manual systems for specific applications.
• 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 the 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; and guidance to the eServices Team by planning, developing, directing, reviewing, and participating in the activities of a team conducting special projects.
• Provides technical assistance and helpdesk services to internal customers, troubleshooting customer concerns and problems, and providing consultation as needed.
• 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 or legal or industry newsletters and briefs, membership in industry associations and attendance at meetings or events, and participation in training and other continuing education opportunities.
• 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 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.
  • Developing goals, objectives, and procedures to be followed to conduct studies and effectively carry out program activities.
  • Evaluating 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 program issues.
  • Developing and maintaining up-to-date, complete functional or operational manuals for the eServices unit, which outline established methods of performing work in accordance with the organization s policy.
  • Developing training materials, providing training, and conducting effective reviews to ensure systems are applied and functioning as designed.

Skills Required:

• Extensible Markup Language (XML).
• Altova XMLSpy.
• Analysis of technology and information systems.
• SQL.
• MS SQL Server Management Studio (Database Management 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 or 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, Excel, PowerPoint; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive.

Experience Required:

• Minimum of three (3) years of management analysis experience.
• Extensible Markup Language (XML) experience.
• Quality Assurance testing experience.
• SQL - MS SQL Server Management Studio (Database Management Systems) experience.
• Azure DevOps experience.

Skills Preferred:

• One year or more of experience in tax-related service and administration.

Education Required:

• High School Diploma.

Education Preferred

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