25-02362 Revenue Tax Policy/Research Consultant II

The Division of Information Management is seeking a highly motivated and experienced professional to manage the Customer Contact Center staff and serve as a doris Project Subject Matter Expert (SME). This role is instrumental in leading the Customer Contact Center while also providing expertise on tax-related system changes, regulatory updates, and policy modifications.

This position will be responsible for managing and directing the work of the Customer Contact Center as will as serving as a doris projet SME. Other than the primary responsibility of managing the Customer Contact Center, this individual will be expected to make informed decisions regarding new taxes, year-end changes with tax forms, law and statute modifications, policy changes, and their impacts. This individual will play a vital role in ensuring effective decision-making and guiding the project staff and others in the Department in addressing and adapting to these changes.

1.  Responsibilities include but are not limited to the following:

• Manage and direct the daily operations of the Customer Contact Center.
• Utilize extensive business process knowledge to inform decisions on product upgrades, new taxes, year-end tax form changes, law and statute modifications, and policy updates.
• Work closely with the Project SME Lead, CPO, and DORIS Project Manager to align with project deliverables.
• Actively participate in Go-Live activities and implementation processes.
• Analyze and evaluate the impact of changes on existing processes and systems, identifying risks and developing mitigation strategies.
• Stay informed on industry trends, regulatory updates, and best practices related to tax administration.
• Participate in meetings, discussions, and workshops to provide expertise and process improvement recommendations.
• Identify opportunities for process improvement and efficiency enhancements within the Customer Contact Center.
• Perform managerial tasks such as conducting evaluations, approving timesheets, and ensuring compliance with DOR procedures and guidelines.

This is an exciting opportunity to play a pivotal role in shaping tax administration processes and enhancing customer service operations within the Division of Information Management.

2.  Minimum Requirements

• EDUCATION: Graduate of a college or university with a bachelor's degree in accounting, business administration, commerce, economics, finance or a related field OR must be a graduate of an accredited School of Law.
   
• EXPERIENCE, TRAINING, OR SKILLS: Six years of professional experience in Kentucky tax administration, tax preparation, tax research, tax law, auditing of taxes, or college teaching in one of these or related academic fields.
   
• Substitute EDUCATION for EXPERIENCE: Graduate study in accounting, business administration, commerce, economics, finance, or a related field will substitute for the experience on a year-for-year basis. Licensure to practice law in the Commonwealth of Kentucky or certification as a Certified Public Accountant will substitute for two years of the experience.
   
• Substitute EXPERIENCE for EDUCATION: Professional experience in the administration, preparation, or auditing, of taxes or related tax information will substitute for the required education on a year-for-year basis
   
• SPECIAL REQUIREMENTS (AGE, LICENSURE, REGULATION, ETC.): NONE

3.  Working Conditions

Incumbents working in this job title primarily perform duties in an office setting. Minimal travel may be required.

Probationary Period

This job has an initial and promotional probationary period of 6 months, except as provided in KRS 18A.111.

If you have questions about this advertisement, please contact Elizabeth Hertweck at beth.hertweck@ky.gov or 502-782-9440.

An Equal Opportunity Employer M/F/D