DIVISION OF BENEFITS AND MEDICAL ELIGIBILITY (DBME)
Family Assistance Administration (FAA) Systems
8620 North 22nd Avenue, Phoenix, Arizona 85021

Salary: $19.4692 - $34.8125 Hourly ($40,496 - $72,410 Annually) 

Grade: 20

Closing Date: September 15, 2026

Would you like to be part of an amazing team that helps Arizonans thrive? At the Department of Economic Security (DES) we strength individuals, families, and communities for a better quality of life. DES is looking for individuals that are committed to service, community, and teamwork. To learn more about DES please visit des.az.gov or click on the link here to view ‘Our DES’ video. Come Join the DES Team!

The Department of Economic Security, Division of Benefits and Medical Eligibility, is seeking an experienced, highly motivated individual to join our team as a Management Analyst 3 for the Family Assistance Administration (FAA) Systems unit. This position will oversee the workload activities of teams within FAA Systems. Responsible for all workload-related matters in support of the team and staff assigned to support the system applications governed by the Family Assistance Administration (Supplemental Nutrition Assistance Program (SNAP), Temporary Assistance for Needy Families (TANF), and Medical Assistance (MA), Document Management System, Workload Tracking System (Fast Tracker), My Family Benefits (MFB), etc. Research, review, analyze, identify, and track trends in information from eligibility systems, electronic files, and key indicator reporting issues; assist with testing for system-related issues; and assist in developing operational procedures. Develop and implement monitoring processes to ensure DBME staff and stakeholders are served in a timely manner, and FAA Systems projects are completed on time and meet business needs, assisting management in managing projects through the full life cycle. Compile data, compose research documents, and present issues and recommendations for corrective action. Prepare and/or monitor system reports and presentations related to a variety of eligibility functions to ensure system projects and Help Desk services meet service-level goals. Participate and/or lead work groups for new project requests and various meetings and may transcribe minutes. Assist in mentoring staff to ensure timely and accurate project completion and service delivery. Review and monitor QC errors to determine whether a system modification may prevent future errors and whether the error was system-related.

This position may offer the ability to work remotely, within Arizona, based upon the department's business needs and continual meeting of expected performance measures.

The State of Arizona strives for a work culture that affords employees flexibility, autonomy, and trust. Across our many agencies, boards, and commissions, many State employees participate in the State’s Remote Work Program and are able to work remotely in their homes, in offices, and in hoteling spaces. All work, including remote work, should be performed within Arizona unless an exception is properly authorized in advance.

Essential Duties and Responsibilities include but are not limited to:

• Develop and implement operational workload processes/reports ensuring management, staff, and stakeholders are served in a timely manner; system projects are accurately reflected in the workload system (Epic completion, Milestone tracking, Links, Prioritization Matrix, Metrics_from_TFS, SharePoint projects, etc.) to meet the business needs, Division Strategic Plan, Annual Improvement Plans, and Arizona Management System.
  
• Review and analyze QC-100's to determine if there may be a possible system modification that may prevent future program errors. Log QC errors on the tracking log, assign for review to a member of the FAA Systems QC CAP Team, monitor, and ensure a correct response is sent to Policy. Track QC errors charged to District X FAA Systems to ensure a fix is implemented (SR, BT, etc.), document the QC Log, and keep management apprised.
  
• Assist FAA Systems management by monitoring the workload system and reports; make adjustments as appropriate in the workload system (i.e., US or Task assigned to incorrect Team), etc.
  
• Scorecard maintenance, modification, and update after each Sprint by pulling the data from the appropriate queries or system (Capacity, Skill Building, 1-1 Conferences, Project Timeliness, QC errors, Project Closure Reviews, Gemba Walks, etc.) Lead and/or participate in work groups and pilots for new project requests, upgrades, and/or modifications by transcribing meeting minutes; developing, maintaining, and monitoring a Work Plan following project management methods, tools, and processes. Assist with monitoring and assignment of the workload from the request system following the Desk-Aids. Assist with producing eligibility reports.
• Monitor system reports, identify trends, and compile a variety of reports to ensure service level goals are met for
  system projects and application help desk services and alert management of variances. Participate in program analysis and assists in the resolution (i.e. update of eligibility cases) for system issues identified. Participate in testing activities. Gather requirements, prepare, and present an Impact Filter for a business/operational need.
• Pull and send out the e-Communications Send Reports for email and/or text/SMS, identify trends, and monitor on-going e-Communication projects to determine effectiveness for program churn. Conduct effectiveness reviews, document findings, and present recommendations to management for changes to the procedures or process (verbiage, timeframe, etc.)
• Develop, evaluate, modify, and deliver oral and/or written presentations, Desk-Aids, Instructional materials, End-User-training, Operational Manuals, Standard Work, Procedures, Reports, FAA System practices, Agenda's for meetings, etc. to a wide variety of audiences on technical and non-technical aspects of projects, eligibility, etc.
• Other duties as assigned.

Knowledge in:

• Research and analysis methodologies and reporting techniques, requirements gathering, feasibility reviews, and Impact Analysis.
  
• Working processes including analysis, design, system and user testing, and problem resolution planning.

Skills in:

• Execution and documentation of testing activities (development of test cases, execution, documentation, etc.)
  
• Understanding of program policies, procedures, and processes to determine effective solutions.
  
• Problem and negotiation skills to resolve issues, expressing ideas and information clearly and concisely; listening without interrupting and providing feedback to establish and maintain effective internal and external relationships.
  
• Excellent organizational and time management skills with attention to detail to prioritize work activities and meet commitments.
  
• Excellent interpersonal, verbal, and written communication skills to write and communicate technical and non-technical concepts to a variety of audiences.

Ability to:

• Work at least 40 hours per week and maintain satisfactory attendance and punctuality standards.
  
• Work independently or collaboratively under stress/pressure to improve operations and streamline work processes, building cooperative relationships inside and outside the organization while working within established methods, adapting to changing needs and priorities quickly, and contributing feedback based on rules and regulations.
  
• Multi-task and made good decisions, balancing competing deadlines and priorities.

The ideal candidate for this position will have:

• Two years of management analysis experience appropriate to the assignment; OR four years of experience appropriate to the assignment;
• A Bachelor's or Master's degree in a field appropriate to the assignment will substitute for one or two years of the required experience, respectively, but will not substitute for the management analysis experience.

• Employee shall obtain and maintain a valid Level One fingerprint clearance card that meets DES requirements for a Level One card pursuant to Arizona Revised Statute 41-1969.
  
• If this position requires driving or the use of a vehicle as an essential function of the job to conduct State business, then the following requirements apply: Driver’s License Requirements.
  
• Successfully pass background and reference checks; employment is contingent upon completion of the above-mentioned process and the agency’s ability to reasonably accommodate any restrictions.
  
• All newly hired State employees are subject to and must successfully complete the Electronic Employment Eligibility Verification Program (E-Verify).

The Arizona Department of Economic Security offers a comprehensive benefits package to include:

• Affordable medical, dental, life, and short-term disability insurance plans
• Participation in the Arizona State Retirement System (ASRS) and long-term disability plans
• 10 paid holidays per year
• Paid vacation and sick time
• Paid Parental Leave-Up to 12 weeks per year paid leave for newborn or newly-placed foster/adopted child.
• Deferred compensation plan
• Wellness plans
• Tuition Reimbursement
• Stipend Opportunities
• Infant at Work Program
• Rideshare and Public Transit Subsidy
• Career Advancement & Employee Development Opportunities

By providing the option of a full-time or part-time remote work schedule, employees enjoy improved work/life balance, report higher job satisfaction, and are more productive. Remote work is a management option and not an employee entitlement or right. An agency may terminate a remote work agreement at its discretion.

Learn more about the Paid Parental Leave program here. For a complete list of benefits provided by The State of Arizona, please visit our benefits page

State employees are required to participate in the Arizona State Retirement System (ASRS), the State sponsored retirement contribution plan and the Long-Term Disability (LTD) program after a 27-week waiting period. The ASRS defined benefit plan provides for life-long income upon retirement. You will also have the option to participate in a voluntary deferred compensation program to take advantage of tax-deferred retirement investments.

On, or shortly after, your first day of work you will be provided with additional information about the available insurance plans, enrollment instructions, submission deadlines and effective dates.

For questions regarding this career opportunity, please contact Alex Rivera at 480-910-0533 or AlejandroRivera@azdes.gov. 

The State of Arizona is an Equal Opportunity/Reasonable Accommodation Employer. Persons with a disability may request a reasonable accommodation, such as a sign language interpreter or an alternative format, by contacting Alex Rivera at 480-910-0533 or by email at AlejandroRivera@azdes.gov. Requests should be made as early as possible to allow time to arrange the accommodation.