The Project Manager & Business Process Improvement Analyst serves as a division-
wide consultant for the Division of Quality Assurance (DQA), providing leadership and
expertise in project management, business process improvement, organizational
modernization, and technology enablement initiatives. This position is responsible for
evaluating, designing, standardizing, and improving operational processes across all
DQA bureaus and offices to ensure efficiency, consistency, compliance, and alignment
with division strategic priorities.
The incumbent leads complex cross-functional projects, facilitates organizational
change initiatives, conducts end-to-end process reviews, develops quality assurance
measures, and implements solutions that improve operational effectiveness and service
delivery. The position works collaboratively with program leadership, subject matter
experts, and information technology teams to identify business needs, translate
operational requirements into technical solutions, and support successful
implementation of technology-enabled improvements.
A significant responsibility of this role includes supporting DQA modernization efforts
through the development and implementation of the DHS DQA Provider Portal and
related systems. The position provides project management, consultation, process
design, training, and vendor coordination to support licensing applications, license
renewals, background checks, annual reports, electronic payments, regulatory
workflows, and the conversion of legacy database systems. The incumbent serves as a
liaison between DQA staff and external system vendors to ensure business
requirements are accurately understood, developed, tested, and implemented.
This position plays a critical role in advancing division-wide modernization efforts by
promoting standardized workflows, improved data quality, streamlined business
processes, enhanced reporting capabilities, and an improved user experience for DQA
staff and provider communities.
Goals and Worker Activities
A. Business Process Improvement, Standardization, and Quality Assurance (40%)
1. Conduct comprehensive reviews of business workflows across DQA to identify
inefficiencies, bottlenecks, duplicative activities, compliance risks, and
opportunities for improvement.
2. Analyze business processes to ensure compliance with applicable statutes,
administrative codes, DQA policies, and operational requirements.
3. Develop standardized workflows, procedures, templates, and business practices
to improve consistency across bureaus and program areas.
4. Design and implement quality assurance measures, audit tools, process controls,
and performance metrics to monitor effectiveness and compliance.
5. Perform root-cause analysis to identify recurring issues and develop corrective
actions that improve operational outcomes.
6. Research, recommend, and implement best practices related to process
improvement, workflow design, operational efficiency, and organizational
effectiveness.
7. Develop and maintain standardized performance reports and metrics to support
decision-making, workload management, and performance monitoring.
8. Analyze operational data and provide feedback, recommendations, and training
related to quality improvement initiatives and the DHS DQA Provider Portal.
9. Assist DQA staff in documenting current and future-state business processes,
including identification of automation opportunities.
10. Communicate documented business requirements and process improvements to
system vendors and technology partners to support system development and
implementation.
B. Project Management for Division Priorities and Modernization Initiatives (30%)
1. Lead division-wide and bureau-specific projects through all phases of the project
lifecycle, including initiation, planning, execution, monitoring, and implementation.
2. Develop project charters, work plans, schedules, risk assessments, status
reports, and post-implementation evaluations.
3. Define project scope, objectives, deliverables, timelines, resource requirements,
and success measures.
4. Facilitate collaboration among internal and external stakeholders to ensure
effective communication, engagement, and alignment throughout project
activities.
5. Identify project risks, develop mitigation strategies, and resolve barriers that may
impact project outcomes.
6. Support implementation of modernization initiatives, business transformations,
and operational improvements across DQA.
7. Develop and implement change management strategies to support adoption of
new systems, workflows, and business practices.
8. Ensure projects align with DQA strategic priorities, operational objectives, and
regulatory requirements.
C. Technology Enablement, Automation, and IT Liaison Functions (20%)
1. Serve as the primary liaison between DQA business units, Information
Technology (IT), Information Systems (IS), and external technology vendors.
2. Gather, analyze, and document business requirements and translate operational
needs into functional and technical specifications.
3. Identify opportunities to leverage existing technology platforms and recommend
enhancements, automation solutions, or new technologies to improve operational
efficiency.
4. Lead and support implementation of workflow automation solutions that reduce
manual processes, eliminate duplicative work, and improve data integrity.
5. Coordinate user acceptance testing (UAT), validate system functionality,
document testing results, and ensure solutions meet business requirements.
6. Support procurement activities, vendor evaluations, solution selection, and
implementation planning for technology initiatives.
7. Provide consultation, facilitation, and training sessions for DQA leadership, staff,
and stakeholders regarding system development, implementation activities, and
Provider Portal initiatives.
8. Assist with the development and implementation of regulatory functions within
technology platforms, including complaint intake, incident reporting, waiver and
variance processing, and related business operations.
D. Division-Wide Information Management, Documentation, and Knowledge
Sharing (10%)
1. Develop, organize, and maintain centralized repositories for business process
documentation, project materials, policies, procedures, and standardized tools.
2. Establish and maintain documentation standards that support consistency,
transparency, accountability, and audit readiness.
3. Ensure employees have access to accurate, current, and reliable operational and
project information.
4. Prepare communications, guidance documents, and project updates related to
process improvements, system implementations, and modernization initiatives.
5. Promote organizational knowledge sharing and continuous improvement across
DQA business areas.
Knowledge, Skills, and Abilities
Project Management
• Advanced knowledge of project management principles, methodologies, tools,
and best practices.
• Ability to lead complex, cross-functional projects involving multiple stakeholders
and competing priorities.
• Experience managing project scope, schedules, resources, budgets, risks, and
organizational change initiatives.
Business Process Improvement
• Knowledge of Lean, Six Sigma, Continuous Improvement, or comparable
process improvement methodologies.
• Ability to evaluate end-to-end workflows, identify inefficiencies, and develop
sustainable process improvements.
• Experience implementing standardized procedures and measurable quality
assurance practices.
Business Analysis and Problem Solving
• Strong analytical and critical-thinking skills.
• Ability to conduct root-cause analysis, evaluate operational impacts, and develop
practical solutions.
• Experience gathering, documenting, and validating business requirements.
Technology and Systems
• Technical aptitude to understand system capabilities, data structures, business
applications, and workflow automation opportunities.
• Experience serving as a liaison between business operations and information
technology teams.
• Ability to coordinate system development activities, user acceptance testing,
implementation planning, and process automation initiatives.
• Familiarity with licensing, compliance, case management, or regulatory systems
is desirable.
Communication and Training
• Excellent verbal and written communication skills.
• Ability to facilitate meetings, workshops, stakeholder discussions, and training
sessions.
• Experience developing communication plans, change management strategies,
and user guidance materials.
• Ability to translate complex operational and technical concepts into clear and
actionable information for diverse audiences.
Regulatory and Operational Knowledge
• Knowledge of statutes, administrative code, policies, and regulations applicable
to DQA operations.
• Understanding of quality assurance, compliance monitoring, and performance
measurement practices.
• Ability to develop reporting metrics and performance indicators that support
operational decision-making and accountability
