Divisional Trainer, TPS (Management Analyst 4)

State of Washington • Thurston County – Tumwater, WA

10d

About The Position

The Taxpayer Services Division (TPS) is seeking a Divisional Trainer (Management Analyst 4) to help employees build the knowledge and confidence needed to provide accurate, responsive service. The position supports the systems, procedures, and learning resources used by employees assisting taxpayers and administering Washington’s tax and business licensing programs. This opportunity is open only to current Washington State Department of Revenue employees.

As part of the Quality Assurance & Training team, the trainer connects people, technology, and business processes. The role designs and delivers learning experiences, translates complex changes into practical guidance, evaluates training needs, contributes to system testing, and recommends improvements to strengthen service across the division. The trainer collaborates with employees, supervisors, managers, technical teams, and business partners throughout the agency, with a primary training focus on the Telephone Information Center.

Requirements

• Demonstrated experience researching, evaluating, and interpreting complex business processes or system functionality through progressively responsible work with enterprise systems such as ATLAS or similar platforms.
• Progressive experience interpreting, applying, and explaining complex tax and license laws, administrative rules, case law, and agency policies in tax administration, compliance, investigations, adjudication, or related regulatory work.
• 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.
• Ability to consult with management and cross-division partners by gathering information, analyzing impacts, and providing recommendations.
• Ability to communicate complex system updates, tax and license updates, new legislation, training needs, or procedural changes clearly to diverse audiences through presentations, written updates, or facilitated meetings.
• Skill in organizing and prioritizing multiple assignments in a fast-paced, deadline-driven environment.
• Ability to analyze training effectiveness and adjust curriculum based on performance data, user needs, or system changes.
• 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.
• Ability to quickly learn and apply new and complex information, technologies, or procedures.
• Ethical leadership, professionalism, sound judgment, confidentiality, integrity, accountability, and trustworthy representation of the organization.
• Ability to provide professional service to internal and external customers with respect and responsiveness while balancing organizational priorities.
• Equity competencies: ability to take action to learn and grow, take action to meet the needs of others, and use an equitable and inclusive approach.

Nice To Haves

• 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 Department of Revenue division’s business processes; alternatively, two years of demonstrated in-depth knowledge and understanding of Taxpayer Services division business processes and procedures, including one year of qualifying professional experience.
• Qualifying professional experience may include supporting a large technology project similar to ATLAS; developing, implementing, tracking, performing, or evaluating system testing and results; researching, analyzing, and recommending solutions to multidimensional problems with broad impact; serving as a power user, deskside support, or trainer during a project phase; leading agency process improvement teams; or implementing long-range strategies.
• Supervisor- or lead-level experience within a Taxpayer Services team or unit.
• In-depth knowledge of Taxpayer Services business processes and procedures, including BLS processes and interactions with BLS partners and customers; TIC processes and interactions with teams and customers; or coordinating, developing, implementing, and presenting training to Taxpayer Services staff.
• Experience with Microsoft Office tools such as Word, Excel, PowerPoint, Power BI, and Project.
• Experience creating e-learning training using Articulate 360 or similar software.
• Additional experience may substitute year for year for education.

Responsibilities

• Assess training needs and design practical learning experiences for Taxpayer Services employees, primarily those in the Telephone Information Center.
• Develop, update, and deliver classroom, virtual, video, and resource-based training on tax and licensing processes and systems, including ATLAS, My DOR, Secure Access Washington, and the DOR SAW Enabled Access Portal (SEAP).
• Translate complex system enhancements, legislative changes, policies, and procedures into clear guidance employees can understand and apply.
• Serve as a primary instructor, classroom coach, and ongoing resource for employees navigating systems and business processes.
• Coordinate training with supervisors, managers, trainers, technical teams, and business leads while minimizing impacts to customer service.
• Develop test plans and scenarios, evaluate system results, identify errors, and recommend changes to improve the stability and usability of ATLAS and My DOR.
• Use quality assurance findings, customer feedback, and operational information to identify learning needs and improve training, procedures, and service delivery.
• Research complex issues and recommend practical solutions that consider impacts on employees, customers, agency programs, and external partners.
• As needed by the division, serve as a business tester for ATLAS and My DOR projects and service pack upgrades.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed