Agency Overview:

The Department of Revenue's core mission is to collect the revenues required to support the business of the Commonwealth, to make a difference in the lives of children by enforcing the financial responsibilities of parenthood, and to assist Massachusetts cities and towns in sound and efficient fiscal management. Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer-focused and transparent.

Division Overview:

The Division of Local Services helps Massachusetts cities and towns achieve sound and efficient fiscal management through technical assistance, training and oversight. Its bureaus are responsible for ensuring the fairness and equity of local property taxation, the accuracy and quality of local accounting and treasury management, interpreting state laws that affect local governance, distributing local aid, and maintaining a comprehensive databank on local finances.

About the Role

We are seeking a proactive and detail-orientedSupport and Business Analystto join our team, specializing in providing exceptional support for our internal software applications while contributing to process improvements and analytical insights. The ideal candidate will prioritize user support and troubleshooting while leveraging business analysis to enhance efficiency and effectiveness.

Key Responsibilities

User Support and Troubleshooting (Primary Focus):

This is a constituent-focused role, which involves logging calls and ensuring they progress to completion while keeping clients consistently updated.Serve as the first point of contact for support requests, ensuring timely resolution of help desk tickets.Develop and maintain technical documentation, support guides, and training materials to empower end-users.Exhibit excellent written and verbal communication skills. Convey complex product details effortlessly to diverse audiences, fostering clarity and understanding.Manage an internal system to ensure effective user maintenance and support evolving organizational requirements.You are going to be successful in this position if you are excited to help both external and internal customers being patient, empathetic and passionately communicative to all

System Enhancements and Optimization (Secondary Focus):

Act as a liaison between internal users and the IT team, effectively communicating user needs and technical limitations.Collaborate with internal stakeholders to gather and document requirements for system updates or new features.Analyze user feedback and system performance metrics to identify areas for improvement.Participate in the design, testing, and implementation of software updates and new features.

Process Improvement and Reporting:

Support the analysis of business processes to identify opportunities for streamlining workflows and reducing manual tasks.Provide ad hoc reporting and data insights to stakeholders, enabling informed decision-making.

Collaboration and Innovation:

Act as a bridge between technical teams and business stakeholders, ensuring clear communication and alignment on goals.Stay informed about emerging tools and technologies to suggest enhancements for support and system efficiency.A key part of the role will be to proactively continue personal development and be driven to consistently deliver value outcomes for DARB.

An external candidate recommended for a position with the Department of Revenue will be subject to a background check that includes checks for: state and federal tax compliance; child support compliance; education verification; Massachusetts CORI checks; criminal background checks in state(s) of current and previous residence/employment; validation of eligibility to work in the United States; and national fingerprint-based criminal background checks.

As part of the Future of Work initiative, the agency has adopted a hybrid work model. Hybrid work is a mix of in-office work and telework. This position will work remotely some days and in-person on other days.

Agency Overview:

The Department of Revenue's core mission is to collect the revenues required to support the business of the Commonwealth, to make a difference in the lives of children by enforcing the financial responsibilities of parenthood, and to assist Massachusetts cities and towns in sound and efficient fiscal management. Our vision is to conduct our operations in a manner that inspires public confidence in government by administering and enforcing tax, child support and municipal finance laws in ways that are innovative, customer-focused and transparent.

Division Overview:

The Division of Local Services helps Massachusetts cities and towns achieve sound and efficient fiscal management through technical assistance, training and oversight. Its bureaus are responsible for ensuring the fairness and equity of local property taxation, the accuracy and quality of local accounting and treasury management, interpreting state laws that affect local governance, distributing local aid, and maintaining a comprehensive databank on local finances.

About the Role

We are seeking a proactive and detail-orientedSupport and Business Analystto join our team, specializing in providing exceptional support for our internal software applications while contributing to process improvements and analytical insights. The ideal candidate will prioritize user support and troubleshooting while leveraging business analysis to enhance efficiency and effectiveness.

Key Responsibilities

User Support and Troubleshooting (Primary Focus):

This is a constituent-focused role, which involves logging calls and ensuring they progress to completion while keeping clients consistently updated.Serve as the first point of contact for support requests, ensuring timely resolution of help desk tickets.Develop and maintain technical documentation, support guides, and training materials to empower end-users.Exhibit excellent written and verbal communication skills. Convey complex product details effortlessly to diverse audiences, fostering clarity and understanding.Manage an internal system to ensure effective user maintenance and support evolving organizational requirements.You are going to be successful in this position if you are excited to help both external and internal customers being patient, empathetic and passionately communicative to all

System Enhancements and Optimization (Secondary Focus):

Act as a liaison between internal users and the IT team, effectively communicating user needs and technical limitations.Collaborate with internal stakeholders to gather and document requirements for system updates or new features.Analyze user feedback and system performance metrics to identify areas for improvement.Participate in the design, testing, and implementation of software updates and new features.

Process Improvement and Reporting:

Support the analysis of business processes to identify opportunities for streamlining workflows and reducing manual tasks.Provide ad hoc reporting and data insights to stakeholders, enabling informed decision-making.

Collaboration and Innovation:

Act as a bridge between technical teams and business stakeholders, ensuring clear communication and alignment on goals.Stay informed about emerging tools and technologies to suggest enhancements for support and system efficiency.A key part of the role will be to proactively continue personal development and be driven to consistently deliver value outcomes for DARB.

An external candidate recommended for a position with the Department of Revenue will be subject to a background check that includes checks for: state and federal tax compliance; child support compliance; education verification; Massachusetts CORI checks; criminal background checks in state(s) of current and previous residence/employment; validation of eligibility to work in the United States; and national fingerprint-based criminal background checks.

As part of the Future of Work initiative, the agency has adopted a hybrid work model. Hybrid work is a mix of in-office work and telework. This position will work remotely some days and in-person on other days.

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements:

Applicants must have (A) at least two years of full-time or equivalent part-time professional or technical experience performing related duties that include business data recovery, analysis, query design, reporting and statistical analysis; or (B) any equivalent combination of the required experience and the substitutions below

Substitutions:

I. A Bachelor’s degree or higher with a major in Mathematics, Economics, Computer Science, Information Management, Statistics or a related field may be substituted for the required experience

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.

First consideration will be given to those applicants that apply within the first 14 days.

Minimum Entrance Requirements:

Applicants must have (A) at least two years of full-time or equivalent part-time professional or technical experience performing related duties that include business data recovery, analysis, query design, reporting and statistical analysis; or (B) any equivalent combination of the required experience and the substitutions below

Substitutions:

I. A Bachelor’s degree or higher with a major in Mathematics, Economics, Computer Science, Information Management, Statistics or a related field may be substituted for the required experience

Comprehensive Benefits

When you embark on a career with the Commonwealth, you are offered an outstanding suite of employee benefits that add to the overall value of your compensation package. We take pride in providing a work experience that supports you, your loved ones, and your future.

Want the specifics?Explore our Employee Benefits and Rewards

An Equal Opportunity / Affirmative Action Employer.Females, minorities, veterans, and persons with disabilities are strongly encouraged to apply.

The Commonwealth is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, sex, gender identity or expression, sexual orientation, age, disability, national origin, veteran status, or any other basis covered by appropriate law. Research suggests that qualified women, Black, Indigenous, and Persons of Color (BIPOC)may self-select out of opportunities if they don't meet 100% of the job requirements. We encourage individuals who believe they have the skills necessary to thrive to apply for this role.