Management Analyst III

DescriptionThe Department of Family & Medical Leave (DFML) is seeking a collaborative, analytical, and detail-oriented professional to support the operational integrity and oversight of the Commonwealth’s Paid Family & Medical Leave program. The Management Analyst III plays a critical role in supervising operational staff, supporting analytics and reporting initiatives, improving business processes, and ensuring accurate and compliant benefit administration.Who we areDFML’s mission is to implement and run the Commonwealth’s Paid Family & Medical Leave program, which provides income support to Massachusetts workers and their families during significant life events, while partnering with employers to ensure program integrity and compliance.What you’d doThe Management Analyst III is responsible for overseeing operational processes, supporting analytics initiatives, and supervising staff involved in claims adjudication, payment review, and compliance activities, including:Supervise and provide day-to-day guidance to a team of Job Service Representative IIs, including workload oversight, performance support, and issue escalationProvide direct supervision of internal operations and adjudication agentsDevelop, document, and execute business processes and standard operating procedures for the departmentCollaborate with agency developers and internal partners to recommend system modifications and enhancements that support operational efficiencies and Agile methodologiesParticipate in user acceptance testing for new technologies and provide recommendations for process and system improvementsDevelop standard operational reports and dashboards to support data-driven decision making for senior leadershipSupport the development of analytics capabilities within the department through reporting, trend analysis, and operational insightsDevelop queries to extract, manipulate, summarize, and analyze complex data setsIdentify anomalies, trends, and potential risks through analysis of internal and external data sourcesSupport data acquisition, data collection, and data discovery effortsDevelop tools and models to automate or improve audit controls related to fraud, waste, and abuse preventionEnsure the accuracy and integrity of benefit payments issued to PFML constituentsSupport escalated payment issue reviews and collaborate with the Payments Team on resolution effortsManage reconciliations of weekly cash advance requests and related expenditures in coordination with EOL FinanceProvide guidance and operational support to Compliance Analysts regarding payment-related issuesSupport continuous improvement initiatives through reporting, analytics, and operational process developmentTranslate claimant and operational needs into actionable process improvements supported by data-driven analysisPerform related duties as requiredWhy should you join DFML?The idea of working for a “government startup” excites you.You want to work in an environment that values innovation, collaboration, and continuous improvement while supporting meaningful work that impacts Massachusetts workers and families.You will work alongside dedicated colleagues who are passionate about delivering equitable, efficient, and high-quality services to the people of the Commonwealth.Who you areWe are seeking candidates who have:Knowledge of management principles and operational oversight practicesKnowledge of organizational behavior and team leadership techniquesExperience supporting operational processes, workflow management, and continuous improvement effortsKnowledge of statistical methods, reporting techniques, and data analysis conceptsExperience preparing reports, charts, dashboards, and operational summariesAbility to analyze data, identify trends, and provide actionable recommendationsAbility to interpret and apply laws, regulations, policies, procedures, and operational guidelinesAbility to gather and analyze information through records review and stakeholder engagementAbility to develop and maintain accurate operational records and documentationAbility to build collaborative relationships across teams and departmentsAbility to supervise staff, provide coaching, and support performance management effortsAbility to use data and customer insights to identify operational issues and measure solution effectivenessAbility to prioritize tasks and manage multiple assignments in a fast-paced environmentAbility to exercise sound judgment and discretion with confidential informationAbility to work independently and collaborativelyExperience with reporting tools, dashboards, and data visualization platforms is preferredStrong written and verbal communication skillsQualifications Acquired on the JobKnowledge of DFML organizational structure, policies, procedures, and operational workflowsKnowledge of agency forms, systems, and claims management processesKnowledge of applicable program integrity, payment review, and compliance proceduresFamiliarity with DFML reporting tools, operational dashboards, and internal systems*This position follows a hybrid model and currently reports in office one day a week.QualificationsFirst consideration will be given to those applicants that apply within the first 14 days.MINIMUM ENTRANCE REQUIREMENTS: Applicants must have at least (A) four years of full-time, or equivalent part-time, professional experience in work simplification, management analysis, program analysis, methods analysis, economic analysis, fiscal analysis, financial analysis, budget analysis, program administration, or program management or (B) any equivalent combination of the required experience and the substitutions below.Substitutions:I. A Bachelor's degree with a major in business administration, business management, public administration, industrial engineering or industrial management may be substituted for a maximum of two years of the required experience.*II. A Graduate degree with a major in business administration, budget management, public administration, industrial engineering or industrial management may be substituted for a maximum of three years of the required experience.*III. A Bachelor's degree or higher degree with a major other than in business administration, business management, public administration, industrial engineering or industrial management may be substituted for a maximum of one year of the required experience.**Education toward such a degree will be prorated on the basis of the proportion of the requirements actually completed. NOTE: Educational substitutions will be permitted for a maximum of three years of the required experience.Comprehensive BenefitsWhen you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.Want the specifics? Explore our Employee Benefits and Rewards!An Equal Opportunity / Affirmative Action Employer. Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC) may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.Job Field: Administrative ServicesOrganization: Department of Workforce DevelopmentSchedule: Full-timeShift: Day