About the Department
**This opportunity is available only to current Internal Employment Security Department employees. **
This position is primarily virtual, with only occasional in-office meetings held a few times per year.
Our ideal candidate is a skilled technical communicator who is passionate about supporting a best-in-class customer service organization. You bring a strong understanding of Paid Family & Medical Leave and/or WA Cares Fund, and you excel at transforming complex processes, policies, and system behaviors into clear, accessible standard operating procedures, technical documents, training materials, and system demonstrations. You are fluent in modern office and technical tools and are comfortable researching, testing, and validating technology updates to understand their impact on staff and customers.
As the Management Analyst (MA3), Operations Process Coordinator, you will support the Program and Strategies Team, and you will report to the Implementation Manager. You are a collaborative partner who works effectively across teams—including Product, Planning & Performance, Policy, Operations management, and frontline staff—to provide senior-level analysis and insight on issues that affect program accuracy, efficiency, and consistency. You are a skilled facilitator who can lead workshops and focus groups to gather feedback, support staff through change, and ensure new processes and technologies are successfully adopted. When emergent system issues arise, you respond with calm, thoughtful problem-solving to help keep operations running smoothly.
This candidate is organized, detail-oriented, and committed to maintaining up-to-date resources, including managing and enhancing the Operations SharePoint site. You take pride in contributing to ESD’s mission by supporting people-centered, accessible services that help Washingtonians care for themselves and the people they love.
Position Duties
In this role, you will play a key part in strengthening the operational foundation of the Leave & Care division. As a member of the Program and Strategies Team, you will help ensure staff have the clear, accurate, and accessible resources they need to deliver consistent, high-quality service to Washington workers and employers. You will collaborate across teams, analyze complex program and system issues, and support the development and implementation of processes, tools, and technology that enable staff to perform their work effectively. The person in this position supports Leave and Care by:
- Creating and editing a wide range of standard operating procedures, technical documents, specialized training videos and demos on technical systems and processes, and other resources.
- Researching and testing technology updates, in collaboration with Product, Planning and Performance Division, that affect Leave and Care.
- Supporting and participating in portfolio and operations projects by providing technical and program expertise.
- Providing senior level professional analyses to management, staff and customers regarding complex issues that impact programs and policies.
- Conducting workshops and focus groups with Leave and Care staff to better understand how process changes impact efficiency and accuracy of decisions.
- Supporting, guiding, and conducting training on new processes and technology.
- Triage and troubleshoot emergent issues with the Leave and Care technology systems reported by Leave and Care staff.
- Managing, updating, and maintaining the Operations SharePoint site to deliver the most up-to date resources.
To request a detailed position description, click here.
Minimum Qualifications
Qualifying candidates will meet one of the following criteria options:
Option 1:
- Seven (7) years of equivalent education/experience.
- Experience includes conducting research and analyzing policies, laws, rules or regulations.
Option 2:
- Associates degree in business administration, public administration, law, public health, health administration, or a related field and
- Five (5) five years of experience conducting research and analyzing policies, laws, rules or regulations.
Option 3:
- Bachelor’s degree in business administration, public administration, law, public health, health administration, or a related field and
- Three (3) years of experience conducting research and analyzing policies, laws, rules, or regulations.
Option 4:
- Comparable combination of graduate education and experience.
To be considered for this opportunity, the following competencies are required:
- Process Improvement Expertise: Proficiency in streamlining and enhancing business processes.
- Strategic Thinking: Ability to align process changes with organizational goals.
- Analytical Skills: Ability to evaluate and resolve business issues.
- Reporting Expertise: Proficiency in creating reports and visuals to present findings.
- Advisory Skills: Ability to provide professional and technical guidance.
- Analytical Expertise: Proficiency in evaluating complex, multi-dimensional issues.
- Policy Analysis Skills: Proficiency in evaluating potential impacts of regulatory changes.
- Strategic Planning: Ability to recommend actionable responses to proposed changes.
- Training Development Skills: Ability to design and deliver operational training.
- Compliance Knowledge: Proficiency in ensuring adherence to business processes.
- Versatility: Ability to handle diverse responsibilities effectively.
- Initiative: Proficiency in addressing organizational needs as they arise.
Required equity competencies:
- The ability to take action to learn and grow.
- The ability to take action to meet the needs of others.
Preferred qualifications include:
- Bachelor’s degree in business administration, public administration, technical writing, law, or a related field.
- Combined total of three or more years of experience as a Leave and Care Lead or Supervisor, and a Leave and Care benefit specialist or technician.
- Knowledge of Leave and Care laws, policies, procedures, and technology systems.
- Ability to interpret policies, procedures, legislation, and technical design documentation for software development.
- Ability to effectively communication both orally and in writing with peers, contractors, executive management, and staff from other agencies.
- At least one year writing operational policies and procedures.
- Expert knowledge of Microsoft Office.
Special Requirements/Conditions of Employment:
- Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check.
Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy. Additionally, we ask that you not include photographs or external links within your documents. Any documents uploaded through this platform will be securely transmitted electronically to support application review.
Please submit your Cover Letter and Resume with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.
Other Qualifications
Our agency's mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; that's why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.
Opportunity for All
We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.
The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.
If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Lydia White or at 360-819-6996 or the Talent Acquisition Team, prior to the position closing. If you are having technical difficulties creating, accessing, or completing your application, please contact [email protected] or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.
This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.
