eServices Management Analyst 2

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 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. 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.

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, including:
  • Planning and conducting analyses of a problem or opportunity for improvement.
  • Defining needs by gathering information via conferring with agency staff or 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 the implementation of process improvements and systems.
• Provides technical assistance or helpdesk services to internal customers, troubleshooting customer concerns or problems, and providing consultation as needed.
• Engages with external vendors, providing assistance and guidance regarding moderately complex inquiries and issues.
• 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.
• 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.

Skills Required:

• 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.
• 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.

Skills Preferred:

• One or more years 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.

Experience Required:

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