eServices Management Analyst 3

Job Description:

The eServices Management Analyst 3 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 division. Serves as a liaison 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.

Required Skills

- Extensible Markup Language (XML) - Altova XMLSpy

- Analysis of business programs, services, policies and 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

- 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:

1. Business/Management analysis of eServices programs, services, policies, procedures and processes.

(From a business perspective, with limited exposure to IT development/support activity; Business Analysts rather than Data/IT Analysts)

2. One or more years experience in tax related service, administration; government, public, or regulatory compliance; accounting

3. Experience with Customer Service/Technical Support - internal, external, and third-party customers

(XML, QA Testing, SQL, and Azure DevOps preferred but not required)

Required Skills: