Operations Process Coordinator (MA3) - Internal Only

State of Washington•Thurston County – Olympia, WA

1d•Hybrid

About The Position

The ideal candidate(s) are adaptable, proactive problem solvers—they thrive in a fast-paced environment where change is constant. They are an expert communicators and technical writers who brings clarity to complex policy updates and technology releases. They are highly analytical, collaborative, and skilled at building strong cross-functional partnerships to bridge the gap between policy, technology, and frontline operations. The ideal candidate(s) strong strategic thinking allows them to navigate ambiguity, mitigate operational risks, and champion a culture of continuous improvement with empathy and integrity. Please note: These vacancies are only available to current employees of the Washington Employment Security Department

Requirements

Seven (7) years of experience conducting research and analyzing procedures, processes, policies, laws, rules or regulations.
Associate’s degree in business administration, public administration, technical writing, law, or a related field, plus five (5) years of experience conducting research and analyzing procedures, processes, policies, laws, rules or regulations.
Bachelor’s degree in business administration, public administration, technical writing, law, or a related field, plus three (3) years of experience conducting research and analyzing procedures, processes, policies, laws, rules or regulations.
Comparable combination of graduate education and experience.
Process Improvement Expertise: Proficiency in streamlining and enhancing business processes.
Strategic Thinking: Ability to align process changes with organizational goals.
Advisory Skills: Ability to provide professional and technical guidance.
Analytical Expertise: Proficiency in evaluating complex, multi-dimensional issues.
Policy Analysis Skills: Proficiency in evaluating potential impacts of regulatory changes.
Strategic Planning: Ability to recommend actionable responses to proposed changes.
Versatility: Ability to handle diverse responsibilities effectively.
Initiative: Proficiency in addressing organizational needs as they arise.
The ability to take action to learn and grow.
The ability to take action to meet the needs of others.
Must be able to pass Unemployment Insurance (UI) & Paid Family and Medical Leave (PFML) claim and fraud check.

Nice To Haves

Bachelor’s degree in business administration, public administration, technical writing, law, or a related field.
Combined total of three or more years of experience as a Leave and Care Benefit Specialist, Technician, Lead, or Supervisor.
Knowledge of Paid Leave and WA Cares laws, policies, procedures, and technology systems.
Ability to interpret policies, procedures, legislation, and technical design documentation for software development.
Ability to effectively communicate both orally and in writing with peers, program leadership, executive leadership, and staff from other programs, agencies, and organizations.
At least one year writing operational policies and procedures.
Expert knowledge of Microsoft Office.

Responsibilities

Create, update, and maintain standard operating procedures and complex technical documentation for program staff
Perform expert-level analysis on multi-dimensional issues to provide leadership with data-driven insights for program and policy decisions
Partner with Product and Technology Teams to research, test, and validate technical system updates affecting Leave and Care operations
Triage, troubleshoot, and resolve emergent technology system issues, creating temporary workarounds to prevent frontline work-stoppages
Design and deliver specialized training videos, operational demos, and supporting resources for system and procedural updates
Manage, structure, and maintain the Operations SharePoint site to deliver real-time, accurate resources to program staff
Conduct user research workshops and focus groups with staff to evaluate how process adjustments impact operational efficiency and decision accuracy
Provide high-level technical and program expertise to support broader portfolio and operations projects across the division