e-Services Business Analyst

Job Description and Duties

THIS POSITION MAY BE ELIGIBLE FOR A HYBRID WORK SCHEDULE. THE AMOUNT OF TELEWORK IS AT THE DISCRETION OF THE DEPARTMENT AND IS SUBJECT TO CHANGE AS BUSINESS NEEDS ARISE.

Are you an innovative, customer service-oriented individual who likes to take on new challenges? Do you possess strong analytical and communication skills? If you are looking for an exciting opportunity, and want to join a dynamic team, then this is the place for you!

The e-Services Group is in search of an enthusiastic and forward-thinking Senior Tax
Compliance Representative (STCR) to serve as an e-Services Business Analyst. The typical duties include, but are not limited to:

• Performing research and analysis for proposed enhancements to e-Services for Business, Benefit Overpayment Services, and other online services. 
• Developing and maintaining customer resources such as video tutorials and web content.  
• Providing technical support and guidance to Tax Branch staff. 
• Coordinate testing of enhancements and critical changes to online services with the ACES Management Bureau or Information Technology Branch and Tax Branch staff. 
• Ensuring customers can easily access online services to file, pay, and manage their account. 

The STCR must have strong written and verbal communication skills to effectively facilitate activities to prepare internal and external stakeholders for changes to the online services. The STCR must have the ability to use critical thinking to continually enhance the customer's online experience. 

This position is headquartered in Sacramento and may be eligible for telework under EDD's telework policy. California Government Code Section 14200 requires employees to reside in California to telecommute. Employees are required to report to their headquarters office, as needed. Travel expenses to and from the assigned headquarters are the responsibility of the employee.

Position(s) exist in Sacramento County.

This position is headquartered at the New Labor Agency Building (NLAB), a newly remodeled high-rise building. Located in the heart of Downtown Sacramento and in close proximity of the State Capitol and the Golden1 Center, this beautiful and modern building provides the following amenities: Break areas, wellness/lactation rooms, coffee points, a fitness center with private showers, a Career Center for EDD Employees, a micro market, building-wide WiFi, an outdoor terrace, bike storage, nearby public transit options, and much more.

Apply today for the opportunity to work in this state-of-the-art building!

Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click  here to visit the California Department of Human Resources (CalHR) website.

You will find additional information about the job in the .

Working Conditions

Visa Sponsorship

This position is not eligible for visa sponsorship. Applicants must be authorized to work in the US without the need for visa sponsorship by the start date of employment.

Travel may be required for meetings and training.

Special Requirements

It is strongly encouraged to apply through your CalCareer Account at  .

Please only submit ONE application.  Electronic applications submitted through your CalCareer Account are highly recommended and will be received/processed faster than other methods of filing.

If you are unable to apply electronically through your CalCareer account, please mail a completed and signed State Examination/Employment Application STD Form 678 and application package to the mailing address provided in the “Application Instructions’ section below and ensure the following:

• Clearly indicate the Job Code #, Position Number and the Classification Title of this position in the “Examination or Job Title(s) For Which You Are Applying” section located on Page 3 of your State Examination/Employment STD Form 678.

• Clearly indicate the basis of your eligibility (list, transfer, reinstatement, etc.) in the “Explanations” section located on Page 3 of your State Examination/Employment Application STD Form 678.

• Remove and do not submit the “Equal Employment Opportunity” questionnaire (Page 10) with your completed State Examination/Employment Application STD Form 678.  This page is for examination use only.

• Do not include your full Social Security Number on your documents and/or do not provide any LEAP information.

Examination/Assessment

If selected for hire , you must obtain list eligibility by taking and passing the examination. If you already have list eligibility for this classification, you do not need to retake the examination unless your list eligibility has expired.

Click the examination link below for more information and to take the exam:

The SENIOR TAX COMPLIANCE REPRESENTATIVE is a Departmental Promotional exam for EDD employees only. The next administration of the STCR exam is tentatively scheduled for JUNE 2027.

For more information about the State hiring process,  click here . To watch tutorials on how to apply for a State job,  click here .

Desirable Qualifications

In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate:

• Experience preparing, reviewing, or processing Incident Reports (IRs) and business requirements
• Ability to analyze customer feedback and translate findings into actionable enhancements
• Familiarity with e-Services for Business, BOS, AskEDD, ACES, or myEDD
• Skill in coordinating enhancements, usability changes, and technical updates with multiple program areas and IT partners
• Ability to communicate technical changes clearly to internal staff, external customers, and stakeholders
• Experience facilitating meetings, preparing agendas, taking minutes, and coordinating discussion across teams
• Skill in drafting clear, concise language for publications, webpages, tutorials, FAQs, and marketing materials
• Experience researching and resolving issues related to online systems
• Strong time-management skills and the ability to balance multiple ongoing workloads with varying deadlines
• Gain and maintain cooperative working relationships at all levels
• Strong critical thinking and analytical skills
• Strong interpersonal and communication skills (written and verbal)
• Effectively perform work as part of a team or individually
• Experience assuring adherence of the California Unemployment Insurance Code (CUIC)
• Ability to use tact and good judgement

Benefits

Benefit information can be found on the CalHR website,  , and the CalPERS website,  .

Statement of Qualifications Requirements

A Statement of Qualifications (SOQ) is Required . The SOQ serves as documentation of each candidate’s ability to present information clearly and concisely in writing.  The SOQ is not a resume or cover letter. Resumes and/or Cover Letters  DO NOT take the place of the SOQ. Applications received without an SOQ or an SOQ submitted without following instructions may not receive further consideration and may be excluded from the hiring process.

The SOQ must be typed, single spaced, and must not exceed one page in length. The candidate must include their name in the upper right corner of the document and responses must be numbered in alignment with the question being answered.

Please address the following statements in your SOQ and include specific examples of relevant experience.

1. Provide an example of when you had to explain a technical or system-related change to internal staff or external customers. How did you ensure the explanation was clear, accurate, and well-received?
2. Describe your experience preparing, reviewing, or processing incident reports (IRs) or business requirements. Provide a specific example of an IR or requirement you handled, the steps you took, and the outcome.

Required Application Package Documents

The following items are required to be submitted with your application. Applicants who do not submit the required items timely may not be considered for this job:

• Current version of the State Examination/Employment Application STD Form 678 (when not applying electronically), or the Electronic State Employment Application through your Applicant Account at All Experience and Education relating to the Minimum Qualifications listed on the Classification Specification should be included to demonstrate how you meet the Minimum Qualifications for the position.
• Resume is optional. It may be included, but is not required.
• Statement of Qualifications - A Statement of Qualifications (SOQ) is Required. Please see “Statement of Qualifications Requirements” section for more information about the SOQ.