eServices Management Analyst 2

Management Analyst
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 and improve operational effectiveness and efficiency. The position participates in continuous improvement initiatives, performs routine quality assurance testing, prepares regular reports, and may conduct complex and/or specialized management studies.

Supervision

This position does not have direct reports.

Analysis & Quality Assurance Testing

• Apply current and relevant management analysis concepts and guidelines to analyze and test eServices programs, services, policies, procedures, and processes.
• Plan and conduct analyses of problems and opportunities for improvement.
• Define business and program needs by gathering information through consultation with agency staff and outside entities.
• Develop and conduct surveys; compile, document, and analyze information and findings.
• Prepare comprehensive reports and develop recommendations for process and program improvements.
• Present recommendations to management and coordinate the implementation of process improvements and systems.
• Develop and execute Quality Assurance (QA) test plans.
• Conduct complex and/or specialized management studies as assigned.

Technical Support / Service

• Build quality assurance testing plans and conduct system testing and analysis.
• Provide technical assistance and helpdesk services to internal customers.
• Troubleshoot customer concerns and system-related problems.
• Provide consultation and technical support as needed.

Agency / Department Compliance & Continuous Improvement

• Remain current on laws, regulations, policies, and best practices related to taxation.
• Conduct self-directed research and consult with practitioners and technical experts as needed.
• Stay current on management analysis concepts and guidelines for addressing complex and specialized program issues.
• Attend staff meetings, team huddles, and assigned work teams.
• Complete all required training in a timely manner.
• Prepare periodic metrics, projects, huddle boards, and reports as requested.
• Prepare for and actively participate in one-on-one coaching sessions with the supervisor
• Provide recommendations for process improvement and participate in continuous improvement initiatives.
• Contribute to maintaining eServices policies, procedures, systems, practices, and operational manuals.
• Perform other duties as assigned.

Required Experience

• Minimum of 1-2 years of management analysis experience.

Required Skills

• Extensible Markup Language (XML) experience.
• Altova XMLSpy experience.
• Analysis of technology and information systems.
• SQL experience, including Microsoft SQL Server Management Studio (SSMS).
• Quality Assurance (QA) testing experience.
• Ability to develop QA testing plans and perform system testing and analysis.
• Ability to collect, organize, classify, synthesize, and analyze relevant data.
• Ability to identify probable root causes and logical outcomes based on collected information.
• Ability to evaluate options and develop appropriate solutions to analyzed problems.

Knowledge & Understanding

• Experience working with or within Tax Administration is preferred.
• 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 automated information systems analysis, design, modification, and implementation.
• Knowledge of research methods and reporting techniques used in administrative studies.
• Understanding of operational and programmatic structures, legislation, rules, regulations, standards, policies, procedures, resources, and priorities.

Additional Skills

• Effective verbal, written, and listening communication skills.
• Strong organization and time management skills.
• Ability to manage multiple projects simultaneously and work in high-pressure situations.
• Effective interpersonal skills and professional demeanor.
• Proficiency with Windows-based PCs and Internet applications.
• Proficiency with Microsoft Office applications, including Outlook, Word, Excel, and PowerPoint.
• Proficiency with Google Workspace applications, including Gmail, Sheets, Docs, and Drive.

Required Skills

• Management Analysis: Minimum 1-2 years of experience
• XML: Experience required
• Quality Assurance Testing: Experience required
• SQL: MS SQL Server Management Studio / Database Management Systems experience required

Preferred Skills

• Tax Administration: 1 year of experience in tax-related services and administration
• Education: Bachelor's degree in Business, Computer Information Systems, or a related field
• Azure DevOps: Experience preferred

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