EServices Management Analyst

Position is primarily remote with occasional in office days required. 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. Conducts routine quality assurance testing and compiles regular reports.

May perform complex, and/or specialized management studies.

This position does not have direct reports.

Applying current, relevant management analysis concepts and guidelines, conducts analysis and quality assurance testing 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 client staff/outside entities
• 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
• Developing and conducting Quality Assurance test plans

Build quality assurance testing plans and conduct testing and analysis of systems.

Provides technical assistance/helpdesk services to internal customers, troubleshooting customer concerns/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/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and participation in training and others 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 theclient Management System; 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
• Other duties as assigned

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

• Extensible Markup Language (XML) - Altova XMLSpy
• Analysis of technology and information systems
• SQL - MS SQL Server Management Studio (Database Mgmt Systems)
• Azure Dev Ops
• 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…