Management Analyst Ii

Fairfax, Virginia
$59,679.36 - $99,466.43 Annually
Jun 12, 2021
Jun 26, 2021
Full Time
Job Announcement

Fairfax County boasts a top-notch school system, safe neighborhoods, thousands of acres of parkland, and bustling town centers. County government sits at the heart of this dynamic community of almost 1.2 million residents and seeks employees eager to bring their energy, enthusiasm and skills to serve Fairfax residents and to shape the county's future. Land Development Services (LDS) is the steward of the county's land development and building construction codes and regulations, and its staff members embrace their essential role as "first preventers." Every day, through careful review, permitting and inspection of site and building construction, our staff protect the health, safety, welfare, and environment for those who live in, work in, and visit Fairfax County. Our department also serves as the gateway to much of the county's economic development, reviewing over 30,000 building and site plan submissions, issuing nearly 70,000 building permits, and conducting over 220,000 building and site inspections each year. If you would like to join a creative, collaborative, innovative team doing meaningful work, then LDS is the place for you.

Under the direction of the Project Management Branch Chief, manages the overall day-to-day operation of the Customer Experience Team (CET) in the Operations Division. Develops and leads a comprehensive training program aimed at CET staff and available to assist in training of staff in other branches and divisions. Provides daily support and guidance to staff handling customer inquiries. Manages appointments. Collects and analyzes metrics on customer inquiries, assessing effectiveness of customer resources, reports findings and recommendations to LDS leadership. Liaise with key staff throughout LDS to communicate the goals of CET and implement process improvements to facilitate customer success in navigating the land development process in LDS. Provide trouble-shooting support to Project Management staff.

The functional areas of this position are: Land development/Code enforcement permit processing, customer service supervision, training development and implementation, and business process improvements.

Employment Standards

Any combination of education, experience, and training equivalent to the following:
(Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")
Graduation from an accredited four-year college or university with a bachelor's degree in the field related to the assigned functional area; plus two years of professional work experience within the functional area.


  • Experience working in and/or managing a call center
  • Experience in collecting and analyzing metrics
  • Experience in planning, developing and implementing process improvements
  • Experience in planning, developing and implementing training program
  • Expertise with the Fairfax Inspections Database Online (FIDO), Plans and Waivers System (PAWS), Smartsheet, and MS Office (Word, Excel, Powerpoint)

The appointee to this position will be required to complete a criminal background check to the satisfaction of the employer.
Note: This position is considered "Emergency Service Personnel"

Position requires incumbent to be mobile with periods requiring sedentary tasks. Ability to operate computer driven equipment All duties performed with or without reasonable accommodations.

Panel interview; may include practical exercise.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or status as a veteran in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 703-324-4900 for assistance. TTY 703-222-7314. EEO/AA/TTY.

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