eServices Management Analyst

Job Summary:

The eServices Management Analyst will analyze Taxpayer Services eServices programs, policies, and processes to drive continuous improvement, ensure quality assurance, and enhance operational efficiency within the division. Responsibilities:

• Conduct analysis and quality assurance testing of eServices programs, policies, and processes.
• Plan and analyze problems and opportunities for improvement by gathering information from agency staff and external entities.
• Develop surveys, document findings, and prepare reports with recommendations for change.
• Present recommendations to management and coordinate the implementation of improvements.
• Build and conduct QA test plans and system testing/analysis.
• Provide technical assistance and helpdesk support, troubleshooting internal customer issues.
• Stay current on tax laws, regulations, and management analysis best practices.
• Contribute to team effectiveness through meetings, training, coaching, and lean/continuous improvement initiatives.
• Maintain eServices unit policies, procedures, and operational manuals.
• Perform other duties as assigned.

Required Skills & Certifications:

• 1-2 years of management analysis experience.
• Proficiency with XML (Extensible Markup Language) and Altova XMLSpy.
• Experience with SQL and MS SQL Server Management Studio.
• Familiarity with Azure DevOps and Quality Assurance testing.
• Intermediate analytical and problem-solving skills.
• Effective verbal, written, and listening communication skills.
• Strong organization and time management abilities with capability to manage multiple projects.
• Proficient in MS Office (Outlook, Word, Excel, PowerPoint) and Google Suite.

Preferred Skills & Certifications:

• Experience working in Tax Administration.
• Knowledge of public administration principles and automated information systems analysis/design.
• Understanding of operational and programmatic structures and applicable regulations.

Special Considerations:

• Primarily remote work with occasional in-office days.

Scheduling:

• Full-time, 40 hours per week.
• Location: Phoenix, AZ 85007.