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Analyst, Office of the Taxpayer Advocate (ADMINISTRATOR III)

Comptroller of Maryland

Recruitment #24-002588-0067

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Introduction

OPEN TO ALL QUALIFIED APPLICANTS

 

This is a position specific recruitment. The resulting certified eligible list may be used to staff several current and future vacancies for this position/function only.


 

GRADE

18

LOCATION OF POSITION

Annapolis, Maryland

POSITION DUTIES

Maryland’s Comptroller Brooke Lierman is building out the newly established Office of the Taxpayer Advocate (OTA) within the Office of the Comptroller. The analyst is part of a four-person office with the dual mission of serving as the voice of Maryland taxpayers to resolve complex tax issues while also regularly compiling data to identify and make strategic recommendations on solutions to address systemic challenges.

The OTA is responsible for:

  • Providing the timely resolution to complex tax inquiries that have not been resolved through ordinary channels;
  • Identifying and solving systemic challenges faced by taxpayers through interagency collaboration;
  • Regularly surveying taxpayers to obtain their feedback on the quality of services received and suggestions for improvements;
  • Compiling data on the types of taxpayer complaints and develop policy recommendations to address systemic issues;
  • Conducting research around emerging best practices in the field;
  • Managing an online taxpayer portal; and
  • Making recommendations regarding potential policy-based and legislative solutions to improve the taxpayer.

The analyst will directly support the OTA and assist in the development of internal processes and standard operating procedures (SOPs) to ensure that the department is best positioned to work across the agency to help resolve complex tax issues, while also regularly supporting the compilation and examination of data to make recommendations to address challenges faced by taxpayers. Primary duties include, but are not limited to:

  • Working closely with the director to ensure an efficient and consistent workflow to ensure all matters receive a timely resolution
  • Assisting taxpayers and tax professionals with inquiries;
  • Tracking Key Performance Indicators (KPIs) to identify systematic improvement opportunities to ensure that taxpayer interactions with the agency are streamlined, efficient, and positive;
  • Ensuring a high level of internal and external customer service;
  • Maintaining a database to track casework and taxpayer interactions; and
  • Contributing to the publication of annual reports.

A successful candidate will have a thorough understanding and familiarity with Maryland’s tax code; demonstrated ability to research tax policies and publications; and experience in dispute resolution.

MINIMUM QUALIFICATIONS

Education: Graduation from an accredited high school or possession of a high school equivalency certificate.

Experience: Six years of administrative staff or professional work.

NOTES:

  1. Candidates may substitute 30 college credit hours from an accredited college or university for each year up to four years of the required experience.
  2. Candidates may substitute the possession of a Bachelor's degree from an accredited college or university and two years of experience in administrative staff or professional work for the required experience.
  3. Candidates may substitute the possession of a Master's degree from an accredited college or university for the required experience.
  4. Candidates may substitute U.S. Armed Forces military service experience as a commissioned officer involving staff work related to the administration of rules, regulations, policy, procedures and processes, or overseeing or coordinating unit operations or functioning as a staff assistant to a higher ranking commissioned officer on a year-for-year basis for the required experience.
** For education obtained outside of the U.S., you will be required to provide proof of the equivalent American education as determined by a foreign credential evaluation service. If you possess a degree obtained outside of the United States, please submit a detailed, course-by-course evaluation report from one of the U.S. equivalency evaluating members identified at http://www.naces.org/members.html.

DESIRED OR PREFERRED QUALIFICATIONS

  • A self-starter with excellent organizational skills
  • Strong oral and written communications skills
  • Ability to manage multiple projects and meet deadlines in a fast-paced environment
  • Ability to work collaboratively and be part of a team

LIMITATIONS ON SELECTION

  • This position may be required to work irregular hours on evenings and weekends, especially during the tax filing season.

SELECTION PROCESS

Please ensure you provide sufficient information on your application to demonstrate that you meet the qualifications for this recruitment. Please indicate clearly any position-specific experience and ensure all education and experience sections are complete. Approval of your application will be based on a review of the information you submit. All qualified applicants are placed on an unranked list of candidates and will remain active on this list for at least one year. Incomplete information may result in the disqualification of your application.

All information concerning your qualifications must be submitted by the closing date. We will not consider information submitted after this date.

Upon appointment (new hires and/or transfers) must successfully undergo fingerprinting. Disqualifying charges may include any felony; any crime of moral turpitude, e.g. embezzlement, fraud, tax evasion or bribery; any crime of identity theft or impersonation; any crime of assault or battery; and any crime relating to the use or distribution of a controlled dangerous substance other than marijuana, regardless of the age of the offense or the specifications of the position.

*Resumes will not be accepted in lieu of a completed application.

BENEFITS

FURTHER INSTRUCTIONS

The online application process is STRONGLY preferred. If you choose email as the option to submit your application/required additional information, you must include the following information on at least one the pages you submit.

  1. First and Last Name
  2. Recruitment Number (located at the top of the bulletin)
  3. The last four digits of your SS#
If you have questions or concerns regarding this recruitment, please email dbrown@marylandtaxes.gov at Comptroller of MD, Office of Human Resources.

If you are having difficulty with your user account or have general questions about this online application system, please contact the MD Department of Budget and Management, Recruitment and Examination Division at 410-767-4850 or  Application.Help@maryland.gov.

As an equal opportunity employer, Maryland is committed to recruiting, retaining and promoting employees who are reflective of the State’s diversity. Bilingual applicants are encouraged to apply.

We thank our Veterans for their service to our country and encourage them to apply.

Please contact Stanley Harris at sharris@marylandtaxes.gov if you need reasonable accommodations.


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