I.S. Customer Liaison



Job Details

I.S. Customer Liaison
Employer

State of Washington

Salary

$5,920.00 - $7,763.00 Monthly

Location

Thurston County – Tumwater, WA

Job Type

Full Time - Permanent

Job Number

2018-059

Department

Dept. of Commerce

division

Information Services

Opening Date

05/07/2018

Closing Date

Continuous

FLSA

Non-Exempt

Bargaining Unit

NA

Standard header verbiage - 10Oct

Description verified and added as part of bug verification and testing as mentioned in description i

This recruitment is open until filled. The hiring manager will begin reviewing and taking action on applications on May 14, 2018. It is in your best interest to apply before this date.
 
The Information Services division is recruiting for two Information Systems Customer Liaisons (IT Systems/App Spec 6) eager to join our new Customer Services organization. Each I.S. Customer Liaison will support specific divisions and reports to the I.S. Customer Service Manager, both playing a vital role in ensuring the I.S. organization delivers excellent customer support to Department of Revenue (DOR) employees located across the state.
 
Our I.S. Customer Liaisons will
  • Understand the business needs of specific divisions and facilitate their strategic and tactical requests for information technology solutions.
  • Thoroughly understand the services provided by the I.S. Division, and recognize and anticipate demands for these services.
  • Understand and mitigate IT service delivery issues brought forward from their assigned divisions and negotiate reasonable resolutions to those concerns.
  • Participate in strategic business discussions and advocate for business customer needs in I.S. division work prioritization decisions.

In this position, you will become a strategic link between the I.S. Division and specific business areas, understanding and responding to current and future needs by providing highly valued strategic consulting and guidance for key business IT initiatives.  This includes:
  • Researching solutions
  • Developing strategies to meet customer needs
  • Addressing service delivery concerns
  • Identifying and mitigating risks associated with new technologies
  • Managing the customer relationship

Additional Responsibilities
  • Managing IT demands to ensure the most valuable and effective use of IT investments in meeting those needs.
  • Becoming a trusted advisor to specific business areas and functioning as a key point of contact for business leadership.
  • Providing education on the value of I.S. services, and promoting the I.S. vision, values, priorities, and capabilities.
  • Strengthening the partnership with business area leadership by advocating on their behalf to ensure I.S. services meet their business priorities.
  • Facilitating and recommending the most appropriate IT solution for specific business problems.
  • Working across organizational boundaries to identify common needs and potential solutions that would serve the entire agency.
 
Required Qualifications
Associate's degree in Information Technology program or a closely related field
 
AND
 
Six (6) years (full-time equivalent) of professional experience in business analysis, project management, IT management, consulting, process engineering or solutions management. 
*Additional years of qualifying experience can substitute year for year for the required education.

Experience must include:
  • Ability to communicate clearly, negotiate, listen, mitigate conflict, build alliances and achieve desired results using strong interpersonal and diplomacy skills
  • Excellent presentation and communication skills
  • Project management skills
  • Ability to communicate complex problems in a non-technical and simplified manner
  • Ability to effectively communicate business needs to the technology teams and translate technology information to business customers
  • Attention to detail and excellent analytic skills
  • Well organized and able to work on own initiative
  • Good interpersonal skills, able to influence and engender collaboration
  • Ability to balance a wide range of priorities

Preference may be granted to applicants who possess
  • Bachelor's degree in Computer Science or closely related field
  • Ability to develop written policies for strategic planning and systems support
 
To be considered:
  • Complete the online application in detail.
  • Attach a Resume identifying your experience.
  • Attach a cover letter explaining your interest and qualifications.
  • Attach two (2) writing samples in the format of a decision paper or executive level briefing document.
 
To take advantage of Veteran's preference please attach your DD-214, member 4 long form, or your NGB-22. Please black out your social security number and date of birth, before attaching.




Questions?
Call 360.704.5725 or email dorjobs@dor.wa.gov.

Supplemental Information

Department of Revenue's Human Resource division may use this announcement to fill multiple vacancies for up to 6 months. 

Prior to a new hire, a background check including criminal record history will be conducted.  Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position.


This position is covered by the Washington Public Employees Association (WPEA).  According to the WPEA contract, as a condition of employment you must become a member of the union or pay the union a representational fee within 30 days of hire. 

The Department of Revenue is proud to be an equal opportunity employer.  We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses.  We encourage you to apply.
 
If you need help during the application process, please call the Human Resources Office at 360-704-5738.  Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.

Standard footer verbiage - 10Oct

More than Just a Paycheck!
 
Employee benefits are not just about the kind of services you get, they are also about how much you may have to pay out of pocket. Washington State offers one of the most competitive benefits packages in the nation.

We understand that your life revolves around more than just your career and that your priority is making sure that you and your family will maintain health and financial security. That's why choice is a key component of our benefits package. We have a selection of health and retirement plans, paid leave, staff training and other compensation benefits that you can mix and match to meet your current and future needs.

 
Read about our benefits:
 
The following information describes typical benefits available for full-time employees who are expected to work more than six months. Actual benefits may vary by appointment type or be prorated for other than full-time work. Check with the agency human resource office for specific benefit information.

Insurance Benefits
 
Employees and families are covered by medical (including vision), dental and basic life insurance.  There are multiple medical plans with affordable monthly premiums that offer coverage throughout the state.  Staff are eligible to enroll each year in a medical flexible spending account which enables them to use tax-deferred dollars toward their health care expenses.  Employees are also covered by basic life and long term disability insurance, with the option to purchase additional coverage amounts.  To view premium rates, coverage choice in your area and how to enroll, please visit the Public Employees Benefits Board (PEBB) website.
 
Retirement and Deferred Compensation
 
State Employees are members of the Washington Public Employees' Retirement System (PERS).  New employees have the option of two employer contributed retirement programs.  For additional information, check out the Department of Retirement Systems' web site.
 
Employees also have the ability to participate in the Deferred Compensation Program (DCP).  This is a supplemental retirement savings program (similar to an IRA) that allows you control over the amount of pre-tax salary dollars you defer as well as the flexibility to choose between multiple investment options.
 
Vacation (Annual Leave)
 
You begin accruing vacation starting your first month of employment. Since we value your loyalty, the amount of vacation you can accrue increases the longer you work with us. Washington State supports members of the armed forces with 21 days paid military leave per year. Vacation accrues for full-time employees per WAC 357-31-165.
 
Holidays
 
Full-time employees are entitled to eleven* paid holidays:
 
HOLIDAY
DATE
 
New Year's Day
January 1
 
Martin Luther King, Jr's birthday
Third Monday in January
 
Presidents' Day
Third Monday in February
 
Memorial Day
Last Monday in May
 
Independence Day
July 4
 
Labor Day
First Monday in September
 
Veterans' Day
November 11
 
Thanksgiving Day
Fourth Thursday in November & Friday after
 
Christmas Day
December 25
 
Personal Holiday
Employee's selection each calendar year

*Employees who are members of certain Unions are entitled to an additional personal leave day of their choice. Please refer to specific Collective Bargaining Agreements for more information.
 
Social Security
 
All state employees are covered by the federal Social Security and Medicare systems. The state and the employee pay an equal amount into the system.
 
Sick Leave
 
Full-time employees earn eight hours of sick leave per month. Paid sick leave may be used for reasons included in WAC 357-31-130.
 
Please visit the State HR Website for more detailed information.

01
How many years of experience do you have influencing and negotiating at the executive leadership level?
  • Less than one year experience
  • one to three years experience
  • Three to five years experience
  • Six or more years expereince
  • I do not have experience in this area
02
Describe your effectiveness influencing and negotiating at the executive leadership level.
03
How many years of experience do you have representing Information Technology principles, techniques, and priorities to business leadership and staff?
  • Less than one year experience
  • One to three years experience
  • Three to five years experience
  • Six or more years of experience
  • I do not have experience in this area
04
Give a brief description of your experience representing Information Technology principles, techniques, and priorities to business leadership and staff?
05
How many years of experience do you have making presentations and/or providing recommendations to groups, specifically to technical experts or at the executive/leadership level?
  • Less that one year experience
  • One to three years experience
  • Three or five years experience
  • Six or more years experience
  • I do not have experience in this area
06
Tell us how you develop your recommendations and/or prepare these presentations. How would you describe your presentation style?
07
How did you hear about this career opportunity (select all that apply)?
  • Washington State's career website: www.careers.wa.gov
  • Washington State Work Source office or website (Go2WorkSource.com)
  • Washington State employee
  • Dept. of Revenue's career website: www.dor.wa.gov/careers
  • Dept. of Revenue Staffing Consultant
  • College/university career fair or website
  • Diversity network meeting/event
  • Online job boards
  • Other
08
How did you hear about the Department of Revenue as a possible employer?
  • Family/Friends
  • State Employee
  • School Representative/Professor
  • Career Counselor
  • Job/Career Fair
  • Social Media Contact
  • Other
09
Please explain any "other" answers or identify references.

* Required Question

Employer
State of Washington
Phone
49316039

Apply

OnlineApplication

Warning! You are using Internet Explorer 8. Some features of the Online Application are not fully supported in this version. Please upgrade to a later version of Internet Explorer for optimal performance.

Loading ...