Management Analyst II

The Maine Bureau of Motor Vehicles is in the middle of a multi-year effort to modernize its systems, business processes, and customer services. Driver License Services issues driver licenses and state ID cards, administers REAL ID, and verifies the identity of most Maine residents, so it sits at the center of this work. We're looking for an analyst who can turn operational data into clear, practical decisions. You'll report directly to the Director of Driver License Services and help make sure modernization choices are grounded in real performance data while those choices are still being made.

WHAT YOU'LL DO

• Study workflows, information flow, and service delivery to find bottlenecks, duplication, and inefficiencies
• Collect, clean, and analyze data on transaction volumes, processing times, error and rework rates, customer wait times, and branch office performance
• Build reports, dashboards, and briefings that leadership can use to make decisions and track progress
• Map current business processes and document future workflows and business requirements for modernization
• Help plan, track, and coordinate multiple concurrent projects, monitoring milestones and flagging timeline overlaps
• Use error trends and performance data to pinpoint training needs, working with trainers and supervisors
• Recommend changes to procedures, forms, and practices, and help put approved changes in place
• Measure results after changes are implemented
• Write and update procedure manuals, desk guides, and reference materials
• Support user acceptance testing and staff readiness for system changes

WHO YOU'LL WORK WITH

Managers, supervisors, and branch staff, BMV trainers, Information Services and MaineIT technical teams, Organizational Development and HR, and other BMV divisions involved in modernization.

WHAT YOU BRING

• Eight years of combined education, training, and experience analyzing, evaluating, and improving organizational systems, programs, or practices
• Strong skills in data collection, analysis, and interpretation
• Experience with process mapping and business process improvement
• Clear report writing and the ability to present findings to leadership
• Proficiency in Microsoft Excel and a reporting or visualization tool such as Power BI
• The ability to build trust with front-line staff and gather accurate information from many sources
• Strict discretion with personal information protected by the federal Driver's Privacy Protection Act

NICE TO HAVE

• Lean, Six Sigma, or other continuous improvement experience
• Experience writing business requirements and supporting user acceptance testing for system implementations
• Background in government operations, motor vehicle or licensing services, or training program support

SCHEDULE AND LOCATION

• 40 hours per week, Monday through Friday, 8 hours per day
• Hybrid, based at the BMV Administrative Building, 101 Hospital Street, Augusta, Maine.
• State holidays off when State offices are closed

In-office days are set by the Director based on operational needs and Department telework requirements.

ADDITIONAL INFORMATION

This is a temporary contract position not a direct hire State of Maine position.

If you enjoy using data to make public services work better, we'd love to hear from you.