Business Process Improvement Specialist
Date Posted: May 20, 2026
Requisition ID: 478068
Location:
Indianapolis, IN, US, 46204
Work for Indiana
Begin a fulfilling career with the State of Indiana by joining one of the largest employers in the state, offering a range of opportunities across 60+ agencies. At the state, you'll find competitive compensation, a robust benefits package and a commitment to work-life balance. Most importantly, you'll have the chance to make a real and measurable impact on the lives of Hoosiers across Indiana.
About the Indiana Department of Revenue (DOR):
The Indiana Department of Revenue team is comprised of over 700 staff that are located in 13 locations across the state of Indiana. We work collaboratively with the Indiana Governor's office, the General Assembly, state agencies, individuals, business owners, corporations, tax practitioners, and a variety of tax program participants to administer Indiana's tax laws. DOR administers over 65 tax @types and annually processes nearly $21 billion of tax revenue. Our mission is to serve Indiana by administering tax laws in a fair, secure, and efficient manner.
Role Overview:
The Business Process Improvement Specialist is responsible for driving continuous improvement initiatives within the customer service operations function. The individual in this position will work closely with the customer service leadership team to proactively identify opportunities to streamline processes, enhance service delivery, and improve overall operational effectiveness.
Salary Statement:
The salary for this position traditionally starts at $61,022.00 but may be commensurate with education or work experience.
A Day in the Life:
The essential functions of this role are as follows:
Assists in the development of technical standards and policies.
Recommends and facilitates quality improvement efforts.
May train, guide, and advise lower-level Business Analysts.
Formulates and defines system scopes and objectives through research and fact-finding combined with a basic understanding of user needs and business systems and industry best practices.
Creates process change through the integration of new processes with existing ones and communication of changes to impacted Business Systems teams.
Establishes and maintains strategic partnerships with assigned customers in order to help them meet their business and technical needs.
Participates in the development of strategic plans based on customer needs.
Analyzes business and user needs, document requirements, and devises new technical business system solutions or revises existing system logic difficulties as necessary.
Develops or modifies moderately complex information or communication systems processes.
Facilitates the delivery of technical business solutions and products.
Manages the expectations of customers, peers, vendors, and management.
Establishes contracts for the procurement of technical business solutions.
The job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned at any time.
This position is exempt from overtime compensation for additional work hours which may be required to complete essential functions or other assigned work. Exempt employees may work more than 75 hours in a pay period without additional compensation and must report a minimum of 75 hours per pay period of work hours and/or paid leave taken to receive their base biweekly salary.
What You'll Need for Success:
Individuals in this role should minimally be able to articulate or demonstrate the following:
Advanced knowledge of the organization's business systems and commercial business applications.
Advanced knowledge of technical problems and solutions as they relate to the current and future business environment.
Considerable knowledge of project management theories and practices and the ability to apply that knowledge.
Advanced knowledge of fundamental concepts, system design, relationships between various elements of the overall solution.
Ability to comprehend and translate business systems or application requirements in a meaningful and functional manner.
Ability to apply system development methodologies to oversee systems modifications and initiatives.
Ability to use logic and critical thinking to address issues efficiently and effectively.
Ability to adapt to new information and scenarios and understand the implications of those changes.
Knowledge of fundamental concepts, system design, relationships between various elements of the overall solution.
Familiarity with using and interpreting data structures and relationships.
Ability to understand how change management methodology aligns with and enhances project management and implementation.
Ability to lead, encourage and influence others to perform.
Effectively communicate both orally and in writing.
A degree is not required. However, at least 3+ years of experience applying the outlined knowledge, skills, and abilities in a similar role may be considered.
Individuals should have the ability to perform essential functions with or without reasonable accommodation.
Supervisory Responsibilities/Direct Reports:
This role may be utilized in a supervisory capacity based on agency needs.
Benefits of Employment with the State of Indiana:
The State of Indiana offers a comprehensive benefit package for full-time employees which includes:
Three (3) medical plan options (including RX coverage) as well as vision and dental plans
Wellness Rewards Program: Complete wellness activities to earn gift card rewards
Health savings account, which includes bi-weekly state contribution
Deferred compensation 457(b) account (similar to 401(k) plan) with employer match
Two (2) fully-funded pension plan options
A robust, comprehensive program of leave policies covering a variety of employee needs, including but not limited to:
150 hours of paid New Parent Leave and up to eight weeks of paid Childbirth Recovery Leave for eligible mothers
Up to 15 hours of paid community service leave
Combined 180 hours of paid vacation, personal, and sick leave time off
12 paid holidays, 14 on election years
Education Reimbursement Program
Group life insurance
Referral Bonus program
Employee assistance program that allows for covered behavioral health visits
Qualified employer for the Public Service Loan Forgiveness Program
Free Parking for most positions
Free LinkedIn Learning access
Equal Employment Opportunity:
The State of Indiana is an Equal Opportunity Employer and is committed to recruiting, selecting, developing, and promoting employees based on individual ability and job performance. Reasonable accommodations may be available to enable individuals with disabilities to complete the application and interview process as well as perform the essential functions of a role. If you require reasonable accommodations to complete this application, you can request assistance by contacting the Indiana State Personnel Department at jobs@spd.IN.gov.
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