eServices Management Analyst Sr SWA

DEPARTMENT OF REVENUE

Funding Arizona’s future through excellence in innovation, exceptional customer service and public servant-led continuous improvement.

eSERVICES MANAGEMENT ANALYST SENIOR

Job Location:

Division of Taxpayer Services
1600 W Monroe St. Phoenix, AZ 85007

Posting Details:

Salary: $66,000 

Grade: 22

Closing Date: 5/21/2026

Job Summary:

The eService's Management Analyst Senior serves as a dedicated systems management resource for the department’s eService's team, and is responsible for providing technical systems support, advice, development recommendations, and trouble-shooting assistance to team members. Additionally, this role conducts analysis of programs, policies, procedures, systems, practices, and operations, and assists in the development of resource materials relating to system use.

 This position may be available for remote work within Arizona.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State's Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Job Duties:

Essential Duties and Responsibilities include but are not limited to:

Systems Management

Evaluates existing and proposed administrative policies, procedures, systems, and practices; documents findings, prepares comprehensive reports, and makes recommendations for changes to management

Coordinates implementation of process and system improvements, and develops training materials to provide systems training

Develops or updates functional or operational manuals outlining established methods of performing work in accordance with organizational policy

Evaluates the relevance of existing management analysis concepts and guidelines in order to prepare and tailor plans or individualized approaches to resolve program or system issues

Service Delivery

Provides direct customer assistance, via phone, email, or in-person, regarding the use of department systems

Provides technical system support for internal team members

Develops and maintains internal and external partnerships to promote the objectives of the agency and improve public service

Participates in outreach events on behalf of the agency

Agency/Department Compliance & Continuous Improvement

Remains current on all laws, regulations, policies, and best practices related to taxation through regular engagement in activities such as: self-directed research, conferring with other practitioners and technical experts; subscriptions to regulatory/legal/industry newsletters and briefs; membership industry associations and attendance at meetings/events; and or participation in training and others continuing education opportunities.

Actively contributes to team and individual effectiveness through the following: -

Attends staff meetings and huddles of work unit or district; and may cascade and track information as indicated

Completes all required training in a timely manner.

Participates in assigned work teams as appropriate.

Prepares for and actively participates in 1:1 coaching with supervisor

Maximizes work processes and deliverables through lean principles within the Arizona Management System (AMS); and provides recommendations for process improvement, and engages in continuous improvement efforts as assigned.

Knowledge, Skills & Abilities (KSAs):

Knowledge/Understanding

Knowledge of applicable legislation, rules, regulations, standards, and policies

Knowledge of the principles and practices of public administration; emphasis in effective planning, organization, and management

Knowledge of the principles and techniques of automated information systems analysis, design, modification, and implementation

Knowledge or research methods and reporting techniques used in administrative studies

Knowledge of operational/programmatic structures

Basic understanding of SQL queries and business analysis concepts

Skills

Strong verbal, written, and listening communication skills

Strong organization and time management skills with the ability to manage multiple projects simultaneously and work in high-pressure situations

Strong interpersonal skills and demeanor

Proficient in the use of a PC in a Windows environment; in the use of the Internet; in the use of MS Office Applications such as Outlook, Word and Excel, PowerPoint; and in the use of Google Suite applications such as Gmail, Sheets, Docs, and Drive.

Abilities

Ability to clear a comprehensive background and clearance process that includes an Arizona tax compliance verification, and a criminal background check through the FBI via level one fingerprint clearance through the Arizona Department of Public Safety

Ability to work both independently and collaboratively as part of a team

Ability to work in a confidential manner, ensuring information is shared with internal and external individuals in an appropriate manner

Ability to lead a team and create a positive team culture from team members

Ability to learn LEAN concepts, principles and tool

Ability to understand and solve problems by applying advanced analytical skills to include collecting all the relevant information and data needed to address the problem

Willingness and ability to embody ADOR’s core values of Do the Right Thing, Commit to Excellence, and Care About One Another

Additional Job Demands

In the course of performing the essential duties one must be able to exert up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects.

Selective Preference(s):

Bachelor’s Degree in Business, Accounting, Finance, Management, Information Technology, or a related field
Experience in the area of continuous process improvement
Experience in IT methodologies and/or Quality Assurance testing, a plus

Any combination that meets the knowledge, skills and abilities (KSA); typical ways KSAs are obtained may include but are not limited to: a relevant degree from an accredited college or university such as Bachelor’s Degree (e.g., B.A.), training, coursework, and work experience relevant to the assignment.
Minimum of five years' experience in tax and/or business systems analysis

Pre-Employment Requirements:

The final candidate will be required to abide by the the following pre-employment checks

Employment Verification and Reference Checks

State and Federal Criminal Background Check, including fingerprinting

Arizona Tax Filing Records Check

If applicable, ASEDRA Authorized Driver Identification Check

If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.

Benefits:

The State of Arizona provides a world class comprehensive benefits package including:

Affordable medical, dental, life, and short-term disability insurance plans

Participation in the Arizona State Retirement System (ASRS) and long-term disability plans

10 paid holidays per year

Vacation time accrued at 4.00 hours bi-weekly for the first 3 years

Sick time accrued at 3.70 hours bi-weekly

Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child (pilot program).

Deferred compensation plan

Wellness plans

Tuition Reimbursement

Stipend Opportunities

Infant at Work Program

Rideshare and Public Transit Subsidy

Career Advancement & Employee Development Opportunities

Flexible schedules to create a work/life balance

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

Retirement:

Top ranked Arizona State Retirement System (ASRS) provides 100% employer matched contributions (enrollment eligibility will be effective after 27 weeks of State employment). ASRS provides a lifelong benefit based on years of service earned, or worked, and your ending salary. Learn more about ASRS at: https://www.azasrs.gov/content/new-and-prospective-members.

Contact Us:

If you have any questions, need assistance, or would like to request a reasonable accommodation, please contact the ADOR Talent Team at oagre.ctr@azdor.gov

*The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer.