eServices Management Analyst 2

Position Summary:
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 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.
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 agency 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
Agency/Department Compliance s 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 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
Required Experience
Minimum of one (1) to two (2) years management analysis experience
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