IT POLICY & PLANNING-Senior/Spec/Service Management Specialist-INTERNAL ONLY

Full Job Description

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, Information Technology Services (ITSD) Division 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.

Requirements

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 daily tasks may include but are not limited to:

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.
• Consult and recommend senior leadership about technology investments and prioritization that align with the agency’s strategic initiatives.
• Design governance structures to maintain service quality, security compliance, and continuous improvement.
• Define performance metrics, SLAs (Service Level Agreements), and KPIs to track service effectiveness and customer satisfaction.

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.

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Qualifications

REQUIRED:

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 totaling at least eight (8) years.

The required experience includes:

Required equity competencies:

Preferred/Desired Skills:

ESD Employee Competencies:

Ability to demonstrate and adhere to the following:

Security:

Technical Writing/Documentation:

Planning and Organization:

Additional Requirement of Employment:

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.

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 and may not be considered.

Any documents uploaded through this platform will be securely transmitted electronically to support application review.

Additional Information

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.

Our values are Belonging, Love, Equity, Stewardship, and Access.

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 Cheyenne Pernites-cheyenne.pernites@esd.wa.gov; or 253-593-7327 or the Talent Acquisition Team, or Washington Relay Service 711, prior to the recruitment closing.

If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.