eServices Management Analyst 3 (Phoenix AZ)

Job Description:

• 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 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.

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 problems and opportunities for improvement
• Defining needs by gathering information via conferring with agency staff/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 implementation of process improvements and systems

Technical Expertise & Support

• 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/helpdesk services to internal customers, troubleshooting customer concerns/problems and providing consultation as needed

Agency/Department 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 or 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 theprovides recommendations for process improvement, and engages in continuous improvement efforts as assigned to include:
  • Developing goals, objectives, and procedures to be followed to conduct studies and effectively carry out program activities effectively
  • 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/or program issues.
  • Developing and maintaining up-to-date, complete functional/operational manuals for eServices unit which outline established methods of performing work in accordance with organization policy
  • Developing training materials, providing training, and conducting effective reviews to ensure systems are applied and functioning as designed

Required Skills

• Extensible Markup Language (XML)
• Analysis of technology and information systems
• 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.

Required Skills

• Minimum of three (3) years management analysis experience
• One of more year or more of experience in tax-related service and administration
• Experience with Customer Service/Technical Support - internal, external, and third-party customers

Preferred Skills

• Bachelor's degree in business, computer information systems, or related field
• Extensive Markup Language (XML) experience
• QA Testing Experience
• SQL - MS SQL Server Management Studio (Database Mgmt Systems) experience
• Azure DevOps Experience