Business Analyst Manager

Summary Statement

The Business Analyst Manager leads complex, cross‑functional work for Delaware’s Integrated Revenue Administration System (IRAS), bridging DOR operations and technical teams to turn business needs into clear, testable system requirements. Serving as the domain expert in forms, audit, collections, portal, or processing, this role drives major releases and routine updates, oversees documentation and performance reporting, and safeguards system stability. Over time, the manager develops deep fluency in both tax law and IRAS rules to translate policy into reliable workflows.

A core charge is to identify and deliver process and product improvements that raise customer satisfaction for taxpayers and internal users alike.

Essential functions are fundamental, core functions common to all positions in the class series and are not intended to be an exhaustive list of all job duties for any one position in the class. Since class specifications are descriptive and not restrictive, employees can complete job duties of a similar kind not specifically listed here.

• Establishes business analysis strategies aligned with a plan for process, product, and/or service lifecycle management.
• Measures performance and conducts statistical and other analyses such as risk analysis to provide strategies to effectively remediate risks, and gap and impact analysis to define current and future state objectives and processes.
• Selects, interprets and utilizes continuous improvement methods, models, and tools.
• Partners and collaborates with customers, business process owners, management, and end users to develop precise business requirements considering the vision, problems, and opportunities, and prioritizes and organizes requirements for clarity and feasibility.
• Aligns business requirements, scope, and objectives with the overall business strategy and identifies, tracks, and resolves issues, risks, and challenges.
• Integrates service delivery with lean continuous improvement, change and project management resources, providing updates, information, and coordinating business analysis activities as needed with project and program team members.
• Develops requirements models, business process models, and workflows to create a clear vision of the future state outcomes.
• Contributes to the development of standard work processes, including visual controls and optimized process measures.
• Assists technical and non‑technical teams with the interpretation of user requirements and communicates breakthrough opportunities to stakeholders.
• Assesses and validates business process solutions via testing, pilot, and implementation oversight.
• Develops and evaluates the quality and functionality of modifications and enhancements and ascertains customer satisfaction with systems and processes.
• Utilizes modern tools and software platforms for business process management and adheres to a consistent method for business process management notation (BPMN).
• Prepares visual, statistical, and narrative reports that clearly and accurately document findings, supporting facts, and recommendations.
• Communicates and interacts effectively with people across cultures, ranges of ability, genders, ethnicities, ages, and races.
• Performs other related duties as required.

JOB REQUIREMENTS for Business Analyst Manager

• Completion of a professional business analysis certification such as Certified Business Analysis Professional (CBAP), Project Management Institute – Professional Business Analysis (PMI‑PBA), Certified Manager of Quality – Organizational Excellence (CMQ‑OE), or Certified Quality Process Analyst (CQPA).
• Four years’ experience in performing business analysis and continuous improvement work to develop business processes and requirements and elicit improvement using methodologies, tools, and standards such as Microsoft Visio, ARIS, User Interface (UI), User Experience (UX), systems thinking, business analysis governance standards and rules, product, and service requirements analysis, lifecycle management and/or lean value stream mapping.
• Three years’ experience in conducting data analysis, statistical modeling, impact, or root…