Service Management Specialist-IT Policy and Planning-Senior/Spec- Internal Only

This opportunity is open to current, internal ESD employees only.

The ideal candidate is a strategic IT service management professional with a strong background in developing and optimizing ITSM frameworks that align technology investments with business needs and customer experience goals.

They excel at collaborating with business partners, IT teams, and external stakeholders to modernize service delivery, strengthen operational efficiency, and support long-term service management strategies. With the ability to translate complex technical and operational concepts into clear, actionable plans, they bring a forward-thinking approach to improving service integration across programs.

In addition to their service management expertise, the ideal candidate is highly skilled in software license management, maintaining accurate inventories, ensuring compliance with licensing agreements, and partnering with procurement and IT teams to support cost-effective licensing strategies. They are analytical, detail-oriented, and comfortable contributing to project-based initiatives that enhance agency performance. Above all, they are a collaborative, customer-focused leader committed to continuous improvement and advancing ESD’s mission through thoughtful, innovative technology service management.

The Innovation & Technology Office of the Employment Security Department (ESD) manages, develops, supports, and maintains the agency’s computer systems, web technologies, network and data communications and the data warehouse. It also provides technical assistance for installation and operation of personal computers and software. This full-time/permanent role is primarily telework; however, you may need to report to the office for occasional meetings or special events.

This position is responsible for developing, deploying, and optimizing the IT Service Management Program ensuring alignment with business transformation, customer experience improvements, and technology investments. The role will implement robust IT service management (ITSM) strategies, that will drive efficiency, enhance service integration across programs, and improve overall agency performance. In addition to service management leadership, the ideal candidate will also be responsible for managing software licenses, ensuring compliance with software agreements, and optimizing software usage across the organization. This includes maintaining accurate license inventory, analyzing usage trends, and collaborating with procurement and IT teams to support cost-effective licensing strategies.

Some of your duties may include:

Strategic Service Management Planning & Execution

• Develop and implement a comprehensive plan for the future of IT service management, defining and documenting IT services, processes, measures, and investment needs.
• Assess the IT organization’s current service landscape and develop a roadmap for modernizing service management approaches including identifying and prioritizing opportunities for automation and process optimization.
• Partner with business and technology leaders to identify opportunities for service improvements, ensuring alignment with agency goals and performance metrics.
• Ensure the service management strategy enhances equitable and accessible services for all customers.

IT Service Management Framework & Governance

• Establish and refine the IT Service Management (ITSM) framework, incorporating ITSM best practices and industry standards.
• Develop and implement key service processes such as Incident, Problem, Change, and Request Management, ensuring seamless service operations.
• Develop, deploy, and optimize ITSM tools (e.g., BMC Helix, ServiceNow) to improve workflow automation, reporting, and service request tracking.

Service Catalog & Portfolio Management

• Develop a comprehensive Service Management Portfolio to document, manage, and continuously improve IT and business services.
• Create a centralized Service Catalog that provides transparency into available services, SLAs, and support processes for staff and external stakeholders.

Customer Experience & Business Transformation

• Lead service delivery modernization efforts that improve the end-to-end customer experience across all agency programs to ensure alignment with business transformation, customer experience improvements, and technology investments.
• Develop strategies for seamless integration between business processes, IT services, and customer support functions.
• Work closely with Customer Experience (CX) teams to design user-centric service solutions that enhance accessibility, efficiency, and responsiveness.
• Utilize data analytics and insights to inform management and support prioritization of continuous improvements to service delivery and identify opportunities for process optimization.
• Lead initiatives to modernize legacy service delivery models, ensuring they are scalable, resilient, and aligned with evolving agency needs.

Change Management

• Provides leadership and stakeholder engagement with the ability to collaborate across multiple teams across the agency.
• Problem-solving mindset focused on innovation, efficiency, and customer satisfaction.
• Ability to change management initiatives and advocate for service management best practices.

Software License Management & Operational Support

• Manage software licenses across the organization, ensuring compliance with vendor agreements and optimizing usage.
• Maintain accurate license inventories and analyze usage data to support cost-effective procurement.
• Collaborate with procurement, IT, and legal teams to ensure licensing strategies align with operational needs.
• Support project-based initiatives within the operations team, contributing to service delivery improvements and cross-functional collaboration.
• Train and provide guidance to IT and business teams on proper software usage, provisioning, and compliance requirements while facilitating knowledge transfer within the IT team to ensure sustainable license management practices.

To request a full, detailed position description, click here.

Required: Qualifying candidates will meet one of the following criteria options:

Option 1 - Eight (8) years of IT experience developing and implementing methods and processes for managing IT projects, products, systems and processes.

Option 2 - Associate’s degree with major study in information systems/technology, Computer Science, Computer Forensics, Data Analytics, Statistical Analysis, Engineering, or a closely related field AND six (6) years of progressive *IT experience.

Option 3 - Bachelor’s degree with major study in information systems/technology, Computer Science, Computer Forensics, Data Analytics, Statistical Analysis, Engineering, or a closely related field AND four (4) years of progressive *IT experience.

Option 4 - A combination of education and progressive *IT experience for a totaling at least eight (8) years.

*Qualifying professional IT experience is defined as experience in one or more of the following IT disciplines: IT consulting, applications development, systems administration, and data management.

In addition to one of the above options, you must also have the following experience:

• Knowledgeable in managing third-party vendors for effective delivery of required work products.
• Knowledgeable in tracking and managing complex IT Environment, Customer relationships and developing credibility with management, stakeholders and staff.
• Knowledgeable in developing methods and processes for managing IT projects, products, systems, and processes.
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Ability to demonstrate and adhere to the following ESD Employee Competencies:

• Accountability: Accept personal responsibility for work and actions.• Communication Effectiveness: Effectively convey ideas and information.
• Critical Thinking: Use purposeful and reflective judgment to process, analyze, interpret,

explain, evaluate, illustrate, and compare information.

• Customer Service: Commit to providing value-added services to external and internal

customers.

• Inclusiveness: Actively contribute to a work environment that embraces diversity and uses diverse perspectives to help achieve organizational goals.
• Interpersonal abilities: The ability to relate to your co-workers, mitigate conflict, and inspire others to participate.

Security: Preserve the confidentiality, integrity, and availability of ESD systems and data in accordance with the policies, procedures, and best practices established and maintained by the ESD information security team. Immediately report any Security event, incident, or breach in reporting. Technical Writing/Documentation - Documenting technical processes and writing technical material in a way that both technical and non-technical people can understand.

• Ability to document extremely complex technical processes using prescribed methods.
• Ability to maintain technical documentation written by others and keep it up to date.
• Documentation is typically done independently with the review of a supervisor.

Planning and Organization - Ability to effectively organize multiple assignments to produce work products and services that are accurate, thorough, and on time.

• Ability to ensure that tasks are planned and documented in advance of their execution.
• Ability to assist the project manager in estimating and planning project time and completing work breakdowns.
• Ability to evaluate progress on assigned tasks and adjusts organization, priority, time, method, etc. unsure of competing priorities, contacts supervisor for assistance.
• Remains acutely aware of timeframes and successfully meets deadlines. If deadlines are in jeopardy, appropriately seeks assistance or guidance from supervisor.

Desirable/Preferred Education, Experience or Certifications

• Five (5) years of experience managing system development and implementation projects in a government environment.
• Five (5) years of experience managing the Washington State authorizing environment related to contract procurement and technology oversight.
• Five (5) years of experience applying enterprise change management methods such as Information Technology Infrastructure Library (ITIL)/Microsoft Operations Framework (MOF) organizational changes.
• Three (3) years of experience in strategic planning, budgeting, and technology cost estimation, and technology assessment.

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. Why work with us? 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.

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