[Hiring] Divisional Trainer @State of Washington

Role Description

Attention Revenue! Are you energized by helping people learn, solving complex problems, and making public services work better? Taxpayer Services Division (TPS) is looking for a Divisional Trainer (Management Analyst 4) to help Taxpayer Services employees build the knowledge and confidence they need to provide accurate, responsive service. Your work will directly support the systems, procedures, and learning resources employees rely on when assisting taxpayers and administering Washington’s tax and business licensing programs.

This opportunity is open to current Washington State Department of Revenue employees only. This is more than a traditional trainer position. You will connect people, technology, and business processes. You will:

• Design and deliver learning experiences.
• Translate complicated changes into useful guidance.
• Evaluate training needs.
• Contribute to system testing.
• Recommend improvements that strengthen service across the division.

You will join the Quality Assurance & Training team and collaborate with employees, supervisors, managers, technical teams, and business partners throughout the agency. The position offers meaningful public-service work, significant professional variety, and the opportunity to become a trusted resource on systems and processes that affect employees, taxpayers, and partner organizations.

Qualifications

• Demonstrated experience researching, evaluating, and interpreting complex business processes or system functionality.
• Demonstrated progressive experience interpreting, applying, and explaining complex tax and license laws, administrative rules, case law, and agency policies.
• Proven ability to coordinate, develop, implement, and deliver training programs, including classroom, virtual, and resource-based training.
• Progressive experience creating, updating, and maintaining procedures or instructional materials using strong technical writing skills.
• Demonstrated ability to consult with management and cross-division partners by gathering information, analyzing impacts, and providing recommendations.
• Proven ability to communicate complex system updates, tax and license updates, new legislation, training needs, or procedural changes in clear, concise language to diverse audiences.
• Demonstrated skill in organizing and prioritizing multiple assignments in a fast-paced, deadline-driven environment.
• Proven ability to analyze training effectiveness and adjust curriculum based on performance data, user needs, or system changes.
• Demonstrated ability to build and maintain collaborative relationships across divisions or program areas.
• Progressive experience interpreting and communicating the impacts of system updates, service pack rollouts, or process changes.
• Demonstrated ability to quickly learn and apply new and complex information, technologies, or procedures.
• Demonstrate ethical leadership, professionalism, and sound judgment.
• Demonstrated ability to provide professional service to internal and external customers.

Requirements

• Bachelor’s degree in business administration, public administration, law, public health, health administration, or a related field AND two years of demonstrated in-depth knowledge and understanding of a division’s business processes within the Department of Revenue.
• OR two years of demonstrated in-depth knowledge and understanding of the Taxpayer Services division’s business processes and procedures which include 1 year of professional experience in one (or more) of the following areas:
• Work performed supporting a large technology project similar to ATLAS.
• Developing, implementing, tracking, performing, and evaluating system testing and results.
• Researching, analyzing, and recommending solutions for multidimensional problems having broad scope and impact to the agency, partners, and the public.
• Fulfilling a role as power user, deskside support, or trainer for any phase of project.
• Leading agency process improvement teams.
• Implementing long-range strategies plans.
• Work performed at the supervisor or lead level within a team or unit in Taxpayer Services.
• Additional experience may substitute year for year for education.
• Demonstrated in-depth knowledge and understanding of the Taxpayer Services division’s business processes and procedures.
• Experience in Microsoft Office tools such as Word, Excel, PowerPoint, PowerBI, and Project.
• Experience creating E-learning training using Articulate 360 or similar software.

Benefits

• Opportunity for professional growth and development.
• Meaningful public-service work.
• Collaborative work environment.

Company Description

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.