eServices Management Analyst

Job Title: eServices Management Analyst Job Code: AZ 14195 Client: State of Arizona – Department of Revenue (AZDOR) Location: Phoenix, Arizona (Hybrid – Local Candidates Only) Contract Duration: 1 year Work Location: 1600 W Monroe, Phoenix, AZ 85007 Work Arrangement: Primarily remote, with occasional onsite days

Position Overview The Arizona Department of Revenue (AZDOR) is seeking an eServices Management Analyst 2 to analyze and improve Taxpayer Services eServices programs, policies, procedures, and processes. The ideal candidate will have experience in management analysis, XML, SQL, quality assurance testing, and technical support, along with strong analytical and communication skills. The role focuses on identifying process inefficiencies, conducting quality assurance testing, preparing reports, troubleshooting technical issues, and supporting continuous improvement initiatives.

Required Skills • 1–2 years of management analysis experience. • Experience with XML and Altova XMLSpy. • Experience conducting Quality Assurance (QA) testing and developing test plans. • SQL experience using Microsoft SQL Server Management Studio (SSMS). • Proficiency in Microsoft Windows and internet-based applications. • Proficiency in Microsoft Office: Outlook, Word, Excel, and PowerPoint. • Experience with Google Workspace: Gmail, Sheets, Docs, and Drive. • Strong analytical, problem-solving, research, and reporting skills. • Excellent written, verbal, listening, and interpersonal communication skills. • Ability to manage multiple projects, meet deadlines, and work under pressure.

Preferred Skills • 1+ year of experience in tax-related services or tax administration. • Bachelor’s degree in Business, Computer Information Systems, or a related field. • Experience with Azure DevOps. • Knowledge of public administration, business processes, and continuous improvement methodologies. • Familiarity with tax-related laws, regulations, policies, and procedures.

Key Responsibilities • Process Analysis: Analyze eServices programs, policies, procedures, and workflows to identify inefficiencies and recommend improvements. • Quality Assurance: Develop QA test plans, conduct system testing, analyze results, and document findings. • Research & Reporting: Gather information, conduct surveys, analyze data, prepare reports, and present recommendations to management. • Technical Support: Provide helpdesk assistance, troubleshoot technical issues, and support internal customers. • Process Improvement: Coordinate implementation of improvements and apply Lean principles within the Arizona Management System (AMS). • Compliance: Stay current on tax laws, regulations, policies, and industry best practices. • Documentation: Maintain policies, procedures, operational manuals, systems, and process documentation. • Operational Support: Track metrics, prepare reports, participate in team meetings, and contribute to continuous improvement initiatives.