Business Intelligence & Operations Analyst Tennessee Department of State Administrative Procedures Division Mission: The mission of the Office of the Secretary of State is to exceed the expectations of our customers, the taxpayers, by operating at the highest levels of accuracy, cost-effectiveness, and accountability in a customer-centered environment.
The Administrative Procedures Division (APD) within the Office of the Secretary of State aims to serve our clients, customers, and associates - government agencies, citizens of Tennessee, and judicial partners - by providing impartial, efficient, and sound contested case hearings and mediations. More than 70 state and local government agencies open an average of 8000 cases with APD each year on issues ranging from property taxes to professional licensure, civil forfeiture, and seizure of assets to the provision of special education services. APD offers an important platform for citizens to contest administrative rulings from state government.
Supervisor: Director ofAdministrative Procedures
Summary: Collects, processes, and analyzes data to provide insights that support decision-making within the Division. Documents and presents data and related processes to improve the Division's operational efficiency and effectiveness.
Duties/Responsibilities - Develop and maintain a written portfolio of business intelligence documentation for the Division, including data, controls, and process manuals.
- Collaborate with the Business Intelligence Committee to generate a Data Manual that captures overall data information, instructions, caveats, and gaps. Detail each report in APD's case management system and provide instructions for how the report is to be used.
- Create a comprehensive Controls Manual that outlines precautionary and reactionary measures for ensuring all APD processes are running smoothly. Implement protocols and train other staff members according to those protocols.
- Develop a Scheduling Manual that defines APD's scheduling protocols for all case types.
- Compile a Process Manual that defines APD's protocols and processes from case intake to the final disposition of a case.
- Finalize ALJ and Staff Onboarding Manuals that guide new employees through their onboarding with APD.
- Track, monitor, and analyze key data regarding dockets, scheduling, billing, portfolio of cases, etc. Present data and data collection methods in concise, easily understood reports, graphs, charts, manuals, slide decks, dashboards, etc. Generate ad hoc queries and reports as needed. Maintain current reports and data collection processes to ensure information is up-to-date, accurate, and usable for sharing with stakeholders. Document data collection and presentation processes and train others on how data is entered, stored, and pulled to ensure consistency across the Division's data.
- Monitor and ensure controls processes are followed according to written protocols providing reports and feedback to management by prescribed timelines.
- Serve as the point of contact with the Secretary of State's Information Technology Division (SOS IT) to maintain accuracy of data and improve efficiency of the Division's case management system. Manage short-term and long-term internal technology projects for APD to ensure scope, budget, milestones, and goals are being followed and met, providing project status updates to APD management.
- Develop and maintain defined security rights protocols, documentation, and tracking in accordance with SOS IT guidelines for APD's case management system, Teams, etc. Implement best practices for the case management system security roles. Monitor permissions, maintain user documentation, and add/remove users when necessary.
- Develop, track, and report key metrics gathered from a customer survey.
- Provide recommendations to improve the performance and efficiency of the Division. Propose creative solutions to ensure mission objectives are met and use findings to assist management in making data-driven decisions that will improve customer service.
- Serve as the primary staff for the Business Intelligence Committee and as a staff member of the MyCaseload Committee.
- Research external central panel and court systems to analyze technology, data, and workflow processes, and generate solutions for improvement across the Division.
- Learn the functions other support staff perform to both serve as backup for other staff members as needed and to understand operational needs.
- Perform other duties as assigned.
- Perform all functions of the job in an independent and responsible manner, including when working remotely.
Required Qualifications Education and Experience
- Graduation from an accredited college or university with a Bachelor's Degree in Data Analysis or related field.
- Full-time experience with a history of increased responsibility in the legal profession and prior experience with data analysis are preferred.
Knowledge and Abilities
- High attention to detail and accuracy of data. Analytical thinking and deductive reasoning ability. Ability to quickly and accurately analyze and ensure accuracy of large volumes of data.
- Demonstrated strong computer skills, specifically with data management. Comfortable and confident with learning new data management systems.
- Proficiency in data analysis tools (e.g., Python, SQL) and familiarity with data visualization tools (e.g., Tableau, Power BI, Report Builder).
- Ability to compile and present data in concise, easily understood formats, including graphs, charts, etc.
- Ability to envision and articulate proposals for enhancement of case and data management systems and administrative functions.
- Ability to daily manage tasks and prioritize their timely completion.
- Adept at quickly pivoting tasks while maintaining accuracy of work product, especially when workflow is interrupted.
- Skilled at leading special projects, keeping them on track and moving forward towards achieving the objectives.
- Strong written communication skills. Ability to compose professional, concise, tactful emails using proper grammar, spelling, and punctuation.
- Strong oral communication skills. Clear talent for active listening to and speaking with customers while maintaining a friendly, helpful, and professional demeanor
- Understanding of legal documents and legal terminology is preferred.
- High competency with Adobe Pro, Excel, Outlook, and Word (required); PowerPoint (preferred).
- Ability to use or quickly learn virtual meeting platforms: Webex and MS Teams.
- A service-oriented attitude, both to customers and to colleagues.
- Affinity for and skilled at creatively solving puzzles.
- Ability to learn quickly, absorbing important information on the legal meaning and workflow of various document types throughout the litigation process.
- Ability to quickly adapt to new processes when implemented.
- Ability to manage multiple high-volume priorities in a fast-paced environment
- Knowledge of the administrative law process is a plus.
Salary: Commensurate with experience and State of Tennessee benefits package.
Location:The official workstation is the Tennessee Tower in downtown Nashville, TN. After a period of time, consideration may be given, at the discretion of the Director, to allow for remote work.
Hours:The official work hours are 8:00 am - 4:30 pm Central Time. After a period of time, consideration may be given, at the discretion of the Director, to allow for an adjustment to the work hours.