PROCESS IMPROVEMENT PROGRAM MANAGER

The Process Improvement Program Manager (PIPM) is responsible for actively assessing, monitoring, and managing the continuous improvement of the division’s processes and tools. The PIPM will develop strategies to improve the functionality of the division’s business registration system and chatbot; assisting with special projects; and performing other duties as needed.  
 
The PIPM is intellectually curious, highly motivated and has a strong sense of public service.  A confident, strategic, and critical thinker, the PIPM possesses a good sense of humor, a commitment to improvement and a desire to promote the achievements, mission, vision, goals, and programs of the Division.In conjunction with the Business Services Leadership Team, the PIPM has an active role in the documentation and development of strategies to improve the application systems and processes employed by the Business Services Division. The PIPM performs various duties including, but not limited to:

1. Functions as the primary division contact in working with the eGov/IT Division on troubleshooting technical challenges and implementing new business technology initiatives within the Business Services Division;
2. Analyzes business processes and develops detailed descriptions of all of the application’s characteristics and functionalities to enhance application interfaces and workflow;
3. Analyzes business and system requirements related to agency information systems and collaborates with project teams, stakeholders, users, vendors, and other interested parties both internal and external to achieve division objectives and meet business needs;
4. Provides training to assist users in the use of applications, and reporting tools;
5. Creates test plans and conducts testing and/or coordinate with end-users for testing new and updated systems;
6. Interprets and documents processes related to current, updated, and new system applications and services provided by the division;
7. Regularly reviews and interprets analysis of data to identify solutions to improve efficiency and strengthen business processes;
8. Identifies service gaps and system errors and works closely with the eGov/IT Division and other vendors as necessary to implement resolutions or improvements;
9. Works with division staff to review, troubleshoot, prioritize, and resolve functional issues in the application systems and serves as level-two customer support for division customers and internal staff experiencing technical issues with the system;
10. Maintains, analyzes, and enhances the Division’s Chatbot application.
11. Supports other aspects of the Department and Division’s work as it relates to processes, technology systems and workflow efficiencies;
12. Supports other aspects of the Department and Division’s work as it relates to data, data preparation, and data analysis; and
13. Performs other duties as required.

EDUCATION AND EXPERIENCE
Bachelor’s degree from an accredited college or university and/or experience gained through employment in a similar field or other responsible position in a public agency or in private industry; or any combination of education and experience that shall be substantially equivalent to the previously described education and/or experience.KNOWLEDGE, SKILLS & ABILITIES

• Flexible, resourceful, and willing to solve problems as they arise.
• Ability to maintain calm under pressure.
• Excellent writing and editing skills and the ability to meet tight deadlines in a demanding, fast-paced office.
• Strong interpersonal skills and ability to communicate with stakeholders at multiple levels.
• Able to work on multiple projects concurrently and self-prioritize in a changing environment.
• Excellent oral communications skills. The individual must be an inclusive collaborator and communicator able to prioritize workload effectively.
• Strong customer relations skills.
• Understanding of Microsoft Office products.
• Ability to speak additional languages is a plus.

Salary : $58,533 - $68,102