- Job Title: Business Process Analyst
- Work Unit: Tax and Revenue Administration / SCS
- Ministry: Alberta Treasury Board and Finance
- Competition Number: 1055614
The Business Process Analyst (the Analyst) is a functional resource facilitating the alignment of business processes within Tax and Revenue Administration (TRA) with Operational Excellence (OE) principles. Tax and Revenue Administration (TRA) is a division within Treasury Board and Finance (TBF). TRA is comprised of four different business areas: Audit, Revenue Operations, Strategic and Client Services, and Tax Services. These four areas are responsible for the administration of 21 programs, which includes but isn’t limited to: legislation and policy development, registration, assessment, education, compliance and enforcement. The Analyst is responsible for the development and implementation of creative and innovative processes and initiatives, which includes continually enhancing multi-faceted process improvements and supporting the adoption of innovative approaches within each business area and the division as a whole. The Analyst drives business process improvements and innovations that positively affect effectiveness and efficiency within TRA, allowing the business areas to deliver optimum results to clients, taxpayers, and stakeholders.
Using OE principles, such as Lean, Six Sigma, Theory of Constraints, or similar approaches, the Analyst will utilize various methods and support the business areas in evaluating, identifying improvements areas, planning and implementing improvements projects such as quick wins, kaizen, and medium level DMAIC OE projects within work areas. The Analyst works with subject matter experts to identify opportunities and issues for documenting existing processes, potential improvements and the development of new processes.
Employing change management, engagement, knowledge of innovative approaches and project management, the Analyst will act as a change agent who influences improvement changes by challenging the current way of doing business, build consensus, standardize processes, and apply business redesign techniques in different phases of the project. The Analyst provides expertise to staff when developing and guiding process improvement projects that incorporate change management principles and identifies how these new processes align with TRA’s business plan, the ministry’s business plan and the Government of Alberta’s Strategic Plan. The Analyst will determine inputs, outputs, metrics, indicators and accountabilities of each process by analyzing and reviewing processes deemed to be critical for the branch, and propose next steps for improving these processes. The Analyst facilitates business areas in identifying root causes of current performances, generating solutions in conjunctions with executive management and subject matter experts and supports the implementation of the approved solutions. The Analyst coordinates the training and process controls to sustain the performance of the improved business area. The Analyst ensures project activities and initiatives are integrated vertically and horizontally across TRA and are evaluated for effectiveness.
Project Management is a critical aspect of this position and will include developing, and communicating accurate project charters, plans, issues and concerns, risks, and other project information as needed. The Analyst has project management experience and education that they can draw upon to identify and ensure deliverables relating to business process re¬ engineering and improvement initiatives are completed as planned. The Analyst requires technical knowledge such as business process analysis, modeling, development, workflow design, process mapping, and value stream mapping.
Using the practical experience gained in the development of processes, the Analyst will provide key recommendations to management. This role requires a strong understanding of the business environment and organizational business plans, knowledge of applicable legislation, policies and guidelines and established industry standards and practices to develop optimal process and quality improvement solutions.
Responsibilities and Activities
Facilitate the business process improvement projects. Activities include:
- Facilitate and engage business areas and cross functional teams in identifying areas for improvements, analyzing root causes, generating solutions, implementing innovative solutions and sustaining these solutions.
- Monitor and report on results achieved through Operational Excellence.
- Conduct research, analysis and documentation of business processes to assist in the development of process improvement plans.
- Plan and facilitate working sessions whereby information exchange takes place, then gather and process information into deliverables for the business area and management to review and gain approval.
- Facilitates the identification of stakeholders and clients of the process under improvements and serves as primary contact of the OE project.
- Develop understanding of the current status of business processes such as value stream maps. Identifies and analyzes opportunities for improvement alignment of business processes with branch strategies and business priorities.
- Develop accountability charts.
- Perform assessments towards business process improvement or re-engineering opportunities to improve organizational effectiveness.
- Communicate issues and concerns, risks, and other project information as needed.
- Create specific reporting tools/methods to capture and track the progress of the project including all success factors and challenges encountered.
- Provide recommendations and advice to senior management as to opportunities discovered during business process improvements, including recommended prioritization of efforts.
Provide support in accordance with established Operational Excellence principles, methodology and standards. Activities include:
- Develop project proposals and plans to obtain information, including stakeholder input and manage processes.
- Assist in the definition of the scope and scale of the phase.
- Contribute to the planning process to devise an approach to achieve the project objectives. Participate in the development of project work plans and schedules.
- Coordinate the activities of internal/external stakeholders, subject matter experts and other resources to progress and conclude the OE project.
- Monitor, review, evaluate, and make recommendations on progress and work schedule while providing status reports to manager.
- Measure functions and track improvements.
Coordinate, develop and provide training and coaching to TRA’s business areas to support the improvement of business processes. Activities include:
- Research, recommend and assist in the preparation of training materials and/or templates and style guides.
- Participate in the development and delivery of a training plan as required.
- Develop presentation materials and deliver the presentations to operational and strategic audiences
- Provide ongoing coaching towards business process improvement tools and methods to the affected areas.
The Analyst provides innovative business consultative services in the evaluation, design, and improvements of effective business solutions that provide high quality outputs in a highly efficient manner. The Analyst leads and facilitates the OE project by reviewing current business procedures and policies to identify the areas of improvements or of conflict and develop and present recommendations for OE initiatives to optimize efficiency and effectiveness of business processes within TRA. Complex analysis is conducted of the business process operational requirements using but not limited to statistical tools resulting in an effective business solution and application that meets user requirements and eliminates obstacles to process improvements.
The Analyst collaborates with TRA representatives to identify, evaluate, and document business processes, develop recommendation for improvement, design new processes, and implement approved solutions. The Analyst also provides a critical link between TRA, other areas of the TBF, and stakeholders to define and clarify requirements, implications, and opportunities associated with business and process improvements.
The Analyst develops innovative approaches to the way business is conducted.
The work environment is evolving and multi-faceted, requiring significant flexibility, professional judgement, and understanding of complex issues. The Analyst applies creativity and originality to responsibilities, particularly in relation to analyzing current business processes and identifying enhancements and new approaches to support continuous improvements in business performances. Often there is minimal precedent to guide activities therefore the Analyst integrates a variety of requirements and perspectives when applying business analysis expertise to the evaluation, development, and implementation of business and system processes.
The Analyst works within the parameters of established legislation, regulations and policies, prioritizing responsibilities, and determining how responsibilities are performed. The SCS Manager provides general guidance, reviews work for quality analysis, recommendations, and solutions provided and level of professional judgement demonstrated. The comprehensiveness of consultation and advice provided to improvement areas is also critical.
The Analyst is delegated considerable independence to exercise judgement when providing advice and consultation to clients and stakeholders. The Analyst develops and reviews project deliverables, strategies, work plans, schedules estimates and implementation plans and resolves and escalates issues which affect overall progress and the quality of the OE project.
Knowledge, Skills and Abilities
The position requires a university degree in Business, Social Sciences, Operation Management, or related field and 4 - 6 years of directly related experience with demonstrable performance. Experience with change management and project management are definite assets. Formal training and certification by a reputable organization in business process improvement is an asset. Project Management certification is an asset. Equivalencies will be considered. Successful experience applying OE principles in public sector, transactional, and/or service sector is an asset.
- Operational Excellence principles (such as Lean Six Sigma, and others,) methodologies, and approaches and their application in improving business processes.
- Experience and working knowledge of relevant software (such as Microsoft Office suite, Visio, Minitab, Project, SharePoint, Outlook, and others).
- Strong knowledge of business processes required to manage business issues and data challenges.
- Business process documentations such as flow-charting, process mapping, and value stream mapping.
- Tools and techniques to plan, elicit, analyze, document and manage business and customer requirements.
- Comprehensive understanding of change management tools and techniques and qualitative and quantitative research methodologies and key performance indicators and operational process measurement methodologies.
- Highly developed and demonstrated analytical and data interpretation skills and problem solving skills, including the ability to analyze components of a process to optimize system functionality.
- Expertise in developing, coaching, and working with subject matter experts and process owner and sponsor.
- Practical knowledge of Project Management and knowledge areas gained through leadership of a number of business improvement project teams.
- Clients and stakeholder identification and analysis. Risks identification, complex analysis, and mitigation.
Skills and Abilities:
- Excellent interpersonal skills, relationship management and communication skills, including the ability to consult and negotiate with TRA staff (subject matter experts and senior management), and communicate directions.
- Written, verbal and listening skills, including ability to communicate effectively with individuals having varying degrees of expertise with business process design and improvement, deliver training and information sessions, and develop and present information to a variety of audiences
- Experience in a matrix/shared services environment.
- Excellent conceptual, analytical and critical thinking skills with abilities to analyze information and risks to develop alternate solutions and integrate conceptual and practical problem solving.
- Ability to facilitate and present to cross functional and multi-department teams in developing an improvement idea or out of the box solutions.
- Ability to focus on business unit, branch and departmental objectives and priorities in decision making.
- Ability to work through the entire change process from objectives to implementation.
- Demonstrated ability to work and communicate effectively at all levels of the organization and remain open to new perspectives and respond effectively to changing business requirements.
- Ability to deal effectively with ambiguity and change and maintain good working relationships with clients, and lead and influence work teams from various work disciplines.
- Client service orientation, along with commitment to confidentiality, discretion, and diplomacy.
- Ability to translate business requirements into systems solutions and develop and evaluate business processes.
- Ability to recognize and deal accordingly with potential sensitive issues.
- Organizational and time management skills, including ability to manage multiple tasks and projects concurrently and within tight timelines.
- Ability to drive innovation within an established organization.
The Operational Excellence Specialist has regular and ongoing contact with:
- Executive Director, Strategic and Client Services
- Manager, Strategic and Client Services
- Branch representatives such as Executive Directors, Directors, Managers, and Subject Matter Experts
- Representatives of other Divisions to communicate process changes and coordinate cross-Branch initiatives, including process improvements and systems development input
- Other OE/CI Staff in networks that are cross-Ministries
The Government of Alberta is committed to a diverse and inclusive public service that reflects the population we serve to best meet the needs of Albertans. Consider joining a team where diversity, inclusion and innovation are valued and supported. For more information on diversity and inclusion, please visit the Diversity and Inclusion Policy.