Management and Program Analyst

Job Title

Plans and conducts analytical and evaluative assignments for assigned Taxpayer Services (TS) programs, projects, and operational processes to assess effectiveness, efficiency, service delivery impacts, and the adequacy of management controls. Work products are used by management to improve operations and support management decisions affecting program operations, implementation strategies, resource utilization, and organizational effectiveness.

Determines data and information requirements, gathers input from multiple sources, validates data for accuracy and completeness, and applies appropriate qualitative and quantitative methods (e.g., trend/variance review, root cause analysis, workload and performance analysis) to identify issues, patterns, and contributing factors.

Analyzes program performance and operating conditions where issues are characterized by interrelated processes, competing priorities, and incomplete or conflicting information; reconciles differences in stakeholder input and data, and develops supportable findings and recommendations.

Develops written findings, options, and recommendations addressing operational gaps, risks, and process inefficiencies; identifies likely impacts to workload, timeliness, quality, and customer service outcomes for affected TS functions and recommends practical corrective actions.

Reviews proposed changes, plans, or initiatives for feasibility and operational impact; identifies implementation risks, dependencies, and constraints, and provides technical input to support management consideration of improvements to procedures, workflows, and controls.