The eServices Management Analyst 3 conducts analyses of Taxpayer Services eServices programs, services, policies, procedures, and processes to identify and eliminate non-value-added process steps to improve operational effectiveness and efficiency. Engages with the team in overall continuous improvement efforts for the division. Serves as a liaison between ADOR’s Information Technology Section and both software vendors and internal business users. Engages with internal and external customers to provide support, and with vendors to assist with routine to moderately-complex inquiries. Compiles regular reports. May perform difficult, complex, and/or specialized management studies, and plan or coordinate projects. Planning and conducting analyses of problems and opportunities for improvement Defining needs by gathering information via conferring with agency staff/outside entities Evaluating existing and proposed administrative policies, procedures, systems, and practices Designing and modifying automated and manual systems for specific applications Studying special administrative problems Developing and conducting surveys, compiling information, documenting and analyzing findings Preparing comprehensive reports and developing recommendations for change Presenting recommendations to management and coordinating implementation of process improvements and systems