Sr Internal Business Systems Analyst

The Project Manager & Business Process Improvement Analyst serves as a division-wide consultant for the Division of Quality Assurance (DQA), providing leadership andexpertise in project management, business process improvement, organizationalmodernization, and technology enablement initiatives. This position is responsible forevaluating, designing, standardizing, and improving operational processes across allDQA bureaus and offices to ensure efficiency, consistency, compliance, and alignmentwith division strategic priorities.The incumbent leads complex cross-functional projects, facilitates organizationalchange initiatives, conducts end-to-end process reviews, develops quality assurancemeasures, and implements solutions that improve operational effectiveness and servicedelivery. The position works collaboratively with program leadership, subject matterexperts, and information technology teams to identify business needs, translateoperational requirements into technical solutions, and support successfulimplementation of technology-enabled improvements.A significant responsibility of this role includes supporting DQA modernization effortsthrough the development and implementation of the DHS DQA Provider Portal andrelated systems. The position provides project management, consultation, processdesign, training, and vendor coordination to support licensing applications, licenserenewals, background checks, annual reports, electronic payments, regulatoryworkflows, and the conversion of legacy database systems. The incumbent serves as aliaison between DQA staff and external system vendors to ensure businessrequirements are accurately understood, developed, tested, and implemented.This position plays a critical role in advancing division-wide modernization efforts bypromoting standardized workflows, improved data quality, streamlined businessprocesses, enhanced reporting capabilities, and an improved user experience for DQAstaff and provider communities.Goals and Worker ActivitiesA. Business Process Improvement, Standardization, and Quality Assurance (40%)1. Conduct comprehensive reviews of business workflows across DQA to identifyinefficiencies, bottlenecks, duplicative activities, compliance risks, andopportunities for improvement.2. Analyze business processes to ensure compliance with applicable statutes,administrative codes, DQA policies, and operational requirements.3. Develop standardized workflows, procedures, templates, and business practicesto improve consistency across bureaus and program areas.4. Design and implement quality assurance measures, audit tools, process controls,and performance metrics to monitor effectiveness and compliance.5. Perform root-cause analysis to identify recurring issues and develop correctiveactions that improve operational outcomes.6. Research, recommend, and implement best practices related to processimprovement, workflow design, operational efficiency, and organizationaleffectiveness.7. Develop and maintain standardized performance reports and metrics to supportdecision-making, workload management, and performance monitoring.8. Analyze operational data and provide feedback, recommendations, and trainingrelated to quality improvement initiatives and the DHS DQA Provider Portal.9. Assist DQA staff in documenting current and future-state business processes,including identification of automation opportunities.10. Communicate documented business requirements and process improvements tosystem vendors and technology partners to support system development andimplementation.B. Project Management for Division Priorities and Modernization Initiatives (30%)1. Lead division-wide and bureau-specific projects through all phases of the projectlifecycle, including initiation, planning, execution, monitoring, and implementation.2. Develop project charters, work plans, schedules, risk assessments, statusreports, and post-implementation evaluations.3. Define project scope, objectives, deliverables, timelines, resource requirements,and success measures.4. Facilitate collaboration among internal and external stakeholders to ensureeffective communication, engagement, and alignment throughout projectactivities.5. Identify project risks, develop mitigation strategies, and resolve barriers that mayimpact project outcomes.6. Support implementation of modernization initiatives, business transformations,and operational improvements across DQA.7. Develop and implement change management strategies to support adoption ofnew systems, workflows, and business practices.8. Ensure projects align with DQA strategic priorities, operational objectives, andregulatory requirements.C. Technology Enablement, Automation, and IT Liaison Functions (20%)1. Serve as the primary liaison between DQA business units, InformationTechnology (IT), Information Systems (IS), and external technology vendors.2. Gather, analyze, and document business requirements and translate operationalneeds into functional and technical specifications.3. Identify opportunities to leverage existing technology platforms and recommendenhancements, automation solutions, or new technologies to improve operationalefficiency.4. Lead and support implementation of workflow automation solutions that reducemanual processes, eliminate duplicative work, and improve data integrity.5. Coordinate user acceptance testing (UAT), validate system functionality,document testing results, and ensure solutions meet business requirements.6. Support procurement activities, vendor evaluations, solution selection, andimplementation planning for technology initiatives.7. Provide consultation, facilitation, and training sessions for DQA leadership, staff,and stakeholders regarding system development, implementation activities, andProvider Portal initiatives.8. Assist with the development and implementation of regulatory functions withintechnology platforms, including complaint intake, incident reporting, waiver andvariance processing, and related business operations.D. Division-Wide Information Management, Documentation, and KnowledgeSharing (10%)1. Develop, organize, and maintain centralized repositories for business processdocumentation, project materials, policies, procedures, and standardized tools.2. Establish and maintain documentation standards that support consistency,transparency, accountability, and audit readiness.3. Ensure employees have access to accurate, current, and reliable operational andproject information.4. Prepare communications, guidance documents, and project updates related toprocess improvements, system implementations, and modernization initiatives.5. Promote organizational knowledge sharing and continuous improvement acrossDQA business areas.Knowledge, Skills, and AbilitiesProject Management• Advanced knowledge of project management principles, methodologies, tools,and best practices.• Ability to lead complex, cross-functional projects involving multiple stakeholdersand competing priorities.• Experience managing project scope, schedules, resources, budgets, risks, andorganizational change initiatives.Business Process Improvement• Knowledge of Lean, Six Sigma, Continuous Improvement, or comparableprocess improvement methodologies.• Ability to evaluate end-to-end workflows, identify inefficiencies, and developsustainable process improvements.• Experience implementing standardized procedures and measurable qualityassurance practices.Business Analysis and Problem Solving• Strong analytical and critical-thinking skills.• Ability to conduct root-cause analysis, evaluate operational impacts, and developpractical solutions.• Experience gathering, documenting, and validating business requirements.Technology and Systems• Technical aptitude to understand system capabilities, data structures, businessapplications, and workflow automation opportunities.• Experience serving as a liaison between business operations and informationtechnology teams.• Ability to coordinate system development activities, user acceptance testing,implementation planning, and process automation initiatives.• Familiarity with licensing, compliance, case management, or regulatory systemsis desirable.Communication and Training• Excellent verbal and written communication skills.• Ability to facilitate meetings, workshops, stakeholder discussions, and trainingsessions.• Experience developing communication plans, change management strategies,and user guidance materials.• Ability to translate complex operational and technical concepts into clear andactionable information for diverse audiences.Regulatory and Operational Knowledge• Knowledge of statutes, administrative code, policies, and regulations applicableto DQA operations.• Understanding of quality assurance, compliance monitoring, and performancemeasurement practices.• Ability to develop reporting metrics and performance indicators that supportoperational decision-making and accountabilityRequirementsProject details: (project overview, who the contractor will work with, soft skills needed, etc.): This role supports the implementation and development of a new piece of technology that is more than a CRM for the DHS DQA division. The main project and functions of this role will be consolidating business operations to two IT systems.Responsibilities include supporting project management activities, leading in-direct reports when assigned, assisting staff with day-to-day system use, serving as a liaison between users and vendors, developing solutions, driving user adoption through training and follow-up, evaluating business processes to identify inefficiencies and duplicate work, and recommending process improvements. It's preferred that candidates have experience in training development, business process mapping, change management, organizational modernization, technical communications, and supporting initiatives to centralize business operations and communications.Required SkillsSkill TypeSkill Name Certification Education License Other Skill 4+ years as a technical project manager Certification Education License Other Skill 4+ years of experience with IT consolidations/implementations Certification Education License Other Skill 4+ years of hands-on Continuous Improvement Projects (leading or participating) Certification Education License Other Skill 4+ years of experience within Quality Assurance and Compliance MonitoringPreferred SkillsSkill TypeSkill Name Certification Education License Other Skill 3+ years of experience with change management, reorg/modernization, and/or developing a centralized communications system. Certification Education License Other Skill 3+ years of experience creating training material related to system implementations. Certification Education License Other Skill 3+ years of experience with Business Process Mapping (Example: Visio)