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 and

expertise in project management, business process improvement, organizational

modernization, and technology enablement initiatives. This position is responsible for

evaluating, designing, standardizing, and improving operational processes across all

DQA bureaus and offices to ensure efficiency, consistency, compliance, and alignment

with division strategic priorities.

The incumbent leads complex cross-functional projects, facilitates organizational

change initiatives, conducts end-to-end process reviews, develops quality assurance

measures, and implements solutions that improve operational effectiveness and service

delivery. The position works collaboratively with program leadership, subject matter

experts, and information technology teams to identify business needs, translate

operational requirements into technical solutions, and support successful

implementation of technology-enabled improvements.

A significant responsibility of this role includes supporting DQA modernization efforts

through the development and implementation of the DHS DQA Provider Portal and

related systems. The position provides project management, consultation, process

design, training, and vendor coordination to support licensing applications, license

renewals, background checks, annual reports, electronic payments, regulatory

workflows, and the conversion of legacy database systems. The incumbent serves as a

liaison between DQA staff and external system vendors to ensure business

requirements are accurately understood, developed, tested, and implemented.

This position plays a critical role in advancing division-wide modernization efforts by

promoting standardized workflows, improved data quality, streamlined business

processes, enhanced reporting capabilities, and an improved user experience for DQA

staff and provider communities.

Goals and Worker Activities

A. Business Process Improvement, Standardization, and Quality Assurance (40%)

1. Conduct comprehensive reviews of business workflows across DQA to identify

inefficiencies, bottlenecks, duplicative activities, compliance risks, and

opportunities 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 practices

to 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 corrective

actions that improve operational outcomes.

6. Research, recommend, and implement best practices related to process

improvement, workflow design, operational efficiency, and organizational

effectiveness.

7. Develop and maintain standardized performance reports and metrics to support

decision-making, workload management, and performance monitoring.

8. Analyze operational data and provide feedback, recommendations, and training

related 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 to

system vendors and technology partners to support system development and

implementation.

B. Project Management for Division Priorities and Modernization Initiatives (30%)

1. Lead division-wide and bureau-specific projects through all phases of the project

lifecycle, including initiation, planning, execution, monitoring, and implementation.

2. Develop project charters, work plans, schedules, risk assessments, status

reports, 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 ensure

effective communication, engagement, and alignment throughout project

activities.

5. Identify project risks, develop mitigation strategies, and resolve barriers that may

impact 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 of

new systems, workflows, and business practices.

8. Ensure projects align with DQA strategic priorities, operational objectives, and

regulatory requirements.

C. Technology Enablement, Automation, and IT Liaison Functions (20%)

1. Serve as the primary liaison between DQA business units, Information

Technology (IT), Information Systems (IS), and external technology vendors.

2. Gather, analyze, and document business requirements and translate operational

needs into functional and technical specifications.

3. Identify opportunities to leverage existing technology platforms and recommend

enhancements, automation solutions, or new technologies to improve operational

efficiency.

4. Lead and support implementation of workflow automation solutions that reduce

manual 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, and

implementation planning for technology initiatives.

7. Provide consultation, facilitation, and training sessions for DQA leadership, staff,

and stakeholders regarding system development, implementation activities, and

Provider Portal initiatives.

8. Assist with the development and implementation of regulatory functions within

technology platforms, including complaint intake, incident reporting, waiver and

variance processing, and related business operations.

D. Division-Wide Information Management, Documentation, and Knowledge

Sharing (10%)

1. Develop, organize, and maintain centralized repositories for business process

documentation, 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 and

project information.

4. Prepare communications, guidance documents, and project updates related to

process improvements, system implementations, and modernization initiatives.

5. Promote organizational knowledge sharing and continuous improvement across

DQA business areas.

Knowledge, Skills, and Abilities

Project Management

• Advanced knowledge of project management principles, methodologies, tools,

and best practices.

• Ability to lead complex, cross-functional projects involving multiple stakeholders

and competing priorities.

• Experience managing project scope, schedules, resources, budgets, risks, and

organizational change initiatives.

Business Process Improvement

• Knowledge of Lean, Six Sigma, Continuous Improvement, or comparable

process improvement methodologies.

• Ability to evaluate end-to-end workflows, identify inefficiencies, and develop

sustainable process improvements.

• Experience implementing standardized procedures and measurable quality

assurance practices.

Business Analysis and Problem Solving

• Strong analytical and critical-thinking skills.

• Ability to conduct root-cause analysis, evaluate operational impacts, and develop

practical solutions.

• Experience gathering, documenting, and validating business requirements.

Technology and Systems

• Technical aptitude to understand system capabilities, data structures, business

applications, and workflow automation opportunities.

• Experience serving as a liaison between business operations and information

technology teams.

• Ability to coordinate system development activities, user acceptance testing,

implementation planning, and process automation initiatives.

• Familiarity with licensing, compliance, case management, or regulatory systems

is desirable.

Communication and Training

• Excellent verbal and written communication skills.

• Ability to facilitate meetings, workshops, stakeholder discussions, and training

sessions.

• Experience developing communication plans, change management strategies,

and user guidance materials.

• Ability to translate complex operational and technical concepts into clear and

actionable information for diverse audiences.

Regulatory and Operational Knowledge

• Knowledge of statutes, administrative code, policies, and regulations applicable

to DQA operations.

• Understanding of quality assurance, compliance monitoring, and performance

measurement practices.

• Ability to develop reporting metrics and performance indicators that support

operational decision-making and accountability

Project 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.