Statewide Management & Process Improvement Lead

State of Washington; Washington; On-site; USD 95,000 - 130,000; Full time

Job summary

State of Washington, Home and Community Living Administration, seeks a Management Analyst 4 to lead statewide SESD projects and manage system access and equipment needs for staff. This role emphasizes analytical problem solving, and cross-agency coordination to improve service delivery.

The MA4 will analyze business and technology needs, guide policy clarification, and act as a lead consultant on statewide initiatives, bridging operational and technical requirements for executive-level planning

Qualifications

• Bachelor’s degree in business/public/public health or related field with several years of policy analysis experience.
• Extensive experience in cross-agency program management and Lean/problem-solving methods.
• Strong ability to analyze complex information and present sound recommendations.

Responsibilities

• Coordinate system access and equipment needs for SESD staff statewide.
• Review and approve access requests for critical systems per security policies.
• Maintain records of user permissions and device assignments.
• Develop onboarding/offboarding procedures for secure access and equipment distribution.
• Lead statewide process-improvement teams and serve as a consultative liaison.
• Analyze business/technology needs to support organizational services and practices.

Skills

Cross-agency collaboration

Project management

Analytical thinking

Communication skills

Policy analysis

Stakeholder management

Education

Bachelor’s degree in a related field

9 years of professional experience in policy/analysis (optional)

Tools

ACES/ACES 3G

BARCODE

TEAMs

Job description

DSHS HCLA Management Analyst 4
Location: Statewide, Washington.

Make a meaningful impact in long-term care policy by embracing this thrilling opportunity. TheHome and Community Living Administration (HCLA)is hiring for a Management Analyst 4 MA4). This position works under administrative direction and reports directly to the Statewide Administrator, within the Statewide Eligibility & Service Delivery (SESD) team in a statewide configuration.

The MA4 assigned to the SESD team will provide advanced telecommunications support, systems setup, troubleshooting, and cross-functional operational analysis. This role ensures that business, management, and technology needs are evaluated and addressed to support organizational efficiency and strategic goals. In a Project Management capacity, this position manages projects of various sizes and complexity with impacts across the state. Position must demonstrate expertise in project management and project management principles and methodologies. This position researches, analyzes, evaluates and makes recommendations for development and implementation of systems and processes which support the operation of the Statewide Eligibility and
Service Delivery Team.

This position is also called upon to take the lead on various statewide process improvement teams and serve as a lead consultant to the SESD team providing detailed information, policy clarification and analysis. This MA4 role is designed for a highly skilled professional capable of bridging operational needs with
technical solutions. The position requires strong analytical ability, strategic thinking, and the capacity to support both executive-level planning and hands-on technical work.
Some of what you’ll do:

• Manage and coordinate system access and equipment needs for SESD staff statewide.
• Reviewing and approving access requests for ACES, ACES 3G, Barcode, CARE, QA Monitor, Amazon Connect, TEAMs and other required systems, ensuring compliance with DSHS security and confidentiality policies.
• Maintain accurate records of user permissions and equipment assignments, including headsets, phones, and other telecommunication devices.
• Develop and implement standardized procedures for onboarding and offboarding staff to ensure timely and secure system access and equipment distribution.
• Serve as the primary point of contact for staff questions regarding system access.
• Analyze business, management, or technology needs to facilitate changes in organizational services or practices.
• Coordinate functional requirements of business units with technological solutions.
• Provides reliable and professional guidance, support and consultation at the statewide level on projects, operational and procedural issues.
  

Desired skills, knowledge, and abilities:

• Experience collaborating within large, complex cross-agency programs involving diverse internal and external partners, stakeholders, and executive leadership.
  
• Strong analytical, critical, and creative thinking skills with the ability to independently research, interpret, and synthesize complex information to develop sound conclusions and recommendations.
  
• Demonstrated problem-solving abilities, including identifying root causes, resolving organizational or operational issues, and developing effective risk mitigation strategies.
  
• Ability to communicate complex business concepts clearly and effectively to varied audiences, tailoring messaging to different levels of understanding.
  
• Proven relationship-building and collaboration skills across all organizational levels, including staff, peers, steering committees, and executive management.
  
• Strong organizational and project coordination skills, with the ability to manage multiple priorities, analyze data, develop reports, and consistently meet critical deadlines while aligning work with the Department’s strategic goals.
  
  

Who should apply?
We are seeking professionals who meet one of the following qualifications:

• Bachelor’s degree in business administration, public administration, law, public health, health administration, or a related field and four years of experience conducting research and analyzing policies, laws, rules, or regulations or comparable combination of graduate education and
  experience.
  OR
  
• Nine (9) years of professional experience* in at least two of the areas listed below.
  

*Qualifying experience must demonstrate well-developed working knowledge and practical application in two or more of the following:

• Conducting root cause analysis and applying Lean problem-solving methodologies to improve business processes.
  
• Managing projects and applying project management principles effectively.

Additional information:

• Work schedule: 8:00 AM - 5:00 PM, Monday through Friday
• This position is primarily remote, with occasional in-office work as needed. In-state travel is infrequent but may be required to support business needs.
  

Ready to start a rewarding career? Apply today!
Along with your application, please include:

• An updated resume
  
• Three professional references with contact information
  
  

Questions?
Please reach out to DSHS Recruiter Alex Baclaan at [e-mail] and reference job number#07185.


The Department of Social and Health Services’ (DSHS) vision that people find human services to shape their own lives requires that we come together with a sense of belonging, common purpose, shared values, and meaningful work. It is crucial to our agency’s vision that you bring a fairness, access, and social justice commitment to your work with DSHS. We strive to support all Washingtonians, including Black, Indigenous, and People of Color, people with physical, behavioral health, and intellectual disabilities, elders, LGBTQIA+ individuals, immigrants and refugees, and families building financial security.

Prior to a new hire, a background check including criminal record history may 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 job. This announcement may be used to fill multiple vacancies. Employees driving on state business must have a valid driver's license. Employees driving a privately owned vehicle on state business must have liability insurance on the privately owned vehicle.

Washington State Department of Social and Health Services is an equal opportunity employer and does not discriminate in any area of employment, its programs or services on the basis of age, sex, sexual orientation, gender, gender identity/expression, marital status, race, creed, color, national origin, religion or beliefs, political affiliation, military status, honorably discharged veteran, Vietnam Era, recently separated or other protected veteran status, the presence of any sensory, mental, physical disability or the use of a trained dog guide or service animal by a person with a disability, equal pay or genetic information. Persons requiring accommodation in the application process or this job announcement in an alternative format may contact the Recruiter at [phone]. Applicants who are deaf or hard of hearing may call through Washington Relay Service by dialing 7-1-1 or 1-800-833-6384.

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