Eservices Management Analyst

Job Title: eServices Management Analyst 2
Location: Phoenix, AZ (Primarily Remote with Occasional In-Office Requirements)

We are seeking an experienced eServices Management Analyst 2 to support the Taxpayer Services Division. This role is responsible for analyzing business processes, conducting quality assurance testing, supporting technical systems, and driving continuous improvement initiatives. The ideal candidate will have strong analytical skills, experience with QA testing, SQL, XML technologies, and a background in business process analysis.

• Analyze eServices programs, policies, procedures, and processes to identify improvement opportunities.
• Conduct management studies, process evaluations, and operational assessments.
• Gather and analyze business requirements from internal and external stakeholders.
• Develop surveys, compile findings, prepare reports, and present recommendations.
• Create and execute Quality Assurance (QA) test plans and document test results.
• Perform system testing, troubleshooting, and technical support for internal users.
• Provide helpdesk and consultation services for system-related issues.
• Coordinate implementation of process improvements and system enhancements.
• Monitor compliance with applicable policies, regulations, and best practices.
• Participate in continuous improvement initiatives utilizing Lean and Arizona Management System (AMS) principles.
• Prepare metrics, reports, project documentation, and operational manuals.
• Collaborate with management and cross-functional teams to improve service delivery.

• 1-2 years of Management Analysis experience.
• Experience with business process analysis, quality assurance testing, and reporting.
• Experience analyzing technology and information systems.

• XML (Extensible Markup Language)
• Altova XMLSpy
• SQL
• MS SQL Server Management Studio (SSMS)
• Azure DevOps
• Quality Assurance Testing
• Systems Analysis
• Technical Troubleshooting & Support
• Process Improvement
• Data Analysis & Reporting

• Experience in Tax Administration or Revenue Services.
• Knowledge of Public Administration principles and practices.
• Understanding of automated information systems analysis, design, implementation, and modification.
• Experience with administrative studies, research methodologies, and reporting.

• Strong analytical and problem-solving abilities.
• Excellent verbal and written communication skills.
• Strong organizational and time management skills.
• Ability to manage multiple projects and priorities.
• Effective interpersonal and teamwork skills.

• Windows Environment
• Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
• Google Workspace (Gmail, Sheets, Docs, Drive)
• Azure DevOps
• SQL Server
• XML Technologies