Job Code: SOAZ - Req #8131 Job Title: eServices Management Analyst 3 (Local Only/Mostly Remote) Location: 1600 W Monroe, Phoenix, AZ, 85007 Contract Duration: 12 Months

Shift: Monday to Friday, 8 AM – 5 PM (40 Hours/Week)

Position Overview: The Arizona Department of Revenue (ADOR) is seeking an eServices Management Analyst 3 to conduct analyses of Taxpayer Services eServices programs, policies, procedures, and processes. The role focuses on improving operational efficiency, providing technical expertise, supporting internal and external customers, and assisting with vendor interactions. This is a mostly remote position with occasional in-office days.

Key Responsibilities:

Analyze eServices programs, processes, policies, and procedures to identify improvements.

Plan and conduct studies, surveys, and reports; provide actionable recommendations.

Serve as a liaison between IT, vendors, and business users.

Provide technical support and troubleshoot issues for internal and external customers.

Contribute to continuous improvement initiatives using lean principles and Arizona Management System (AMS).

Maintain and update functional/operational manuals and training materials.

Stay current on tax laws, regulations, and best practices.

Required Skills & Experience:

Minimum 3 years of management analysis experience.

1+ year in tax-related service or administration.

Experience in Customer Service/Technical Support with internal, external, and third-party customers.

Proficient in XML, analysis of technology systems, and QA testing.

Strong analytical, problem-solving, verbal, and written communication skills.

Proficient in Windows environment, MS Office (Outlook, Word, Excel, PowerPoint), and Google Suite (Gmail, Sheets, Docs, Drive).

Preferred Skills:

Bachelor’s degree in business, CIS, or related field.

Extensive XML experience.

QA Testing experience.

MS SQL Server Management Studio experience.

Azure DevOps experience.

Flexible work from home options available.