Divisional Trainer, TPS (Management Analyst 4)

Divisional Trainer, TPS (Management Analyst 4)

Salary

$5,928.00 - $7,973.00 Monthly

Location

Thurston County - Tumwater, WA

Job Type

Agency Internal - Permanent

Remote Employment

Flexible/Hybrid

Job Number

2026-186

Department

Dept. of Revenue

Division

Taxpayer Services

Opening Date

10/28/2026

Closing Date

11/15/2026 11:59 PM Pacific

• Description
• Benefits
• Questions

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, and 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.

Duties

In this role, you will:

• Assess training needs and design practical learning experiences for Taxpayer Services employees, with a primary focus on the Telephone Information Center.
• Develop, update, and deliver classroom, virtual, video, and resource-based training on tax and licensing processes and systems such as ATLAS, My DOR, Secure Access Washington, and DORs SAW Enabled Access Portal (SEAP).
• Turn 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 who need help navigating systems and business processes.
• Partner with supervisors, managers, trainers, technical teams, and business leads to coordinate training while minimizing impacts to customer service.
• Develop test plans and scenarios, evaluate system results, identify errors, and recommend changes that 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 to employees, customers, agency programs, and external partners.
• Based on division need, service as a business tester for ATLAS and My DOR projects and service pack upgrades.

Who We're Looking For

You may be a strong fit for this opportunity if you enjoy learning complicated material and making it easier for others to understand. You can move comfortably between presenting to a group, writing detailed instructions, analyzing a system problem, and consulting with leaders about the best path forward.

The ideal candidate brings experience with training, enterprise technology, tax or regulatory programs, business analysis, or operational improvement. You do not need to approach every challenge in the same way. Instead, you know how to assess your audience, select an effective communication or training method, and adjust based on feedback and results.

You will likely succeed in this role if you:

• Communicate complex information clearly and confidently.
• Build credibility with employees, leaders, technical specialists, and business partners.
• Ask thoughtful questions and take initiative to learn unfamiliar systems or processes.
• Balance competing assignments without losing sight of deadlines or customer needs.
• Use data, feedback, and sound judgment to improve training and business practices.
• Are comfortable facilitating learning while also working behind the scenes on research, documentation, testing, and analysis.
• Approach public service with integrity, empathy, accountability, and respect for different experiences and perspectives.

This opportunity may be especially appealing if you want to broaden your influence beyond one program or work unit while continuing to develop expertise in training strategy, facilitation, systems analysis, quality assurance, and organizational change.

Qualifications

The required qualifications are key competencies that have been successfully demonstrated through experience or education. To join our team, you must possess the following knowledge, skills, abilities, and competencies:

Demonstrated experience researching, evaluating, and interpreting complex business processes or system functionality, gained through progressively responsible work with enterprise systems such as ATLAS or similar technology platforms.

Demonstrated progressive experience interpreting, applying, and explaining complex tax and license laws, administrative rules, case law, and agency policies, gained through roles involving tax administration, compliance, investigations, adjudication, or related regulatory work.

Proven ability to coordinate, develop, implement, and deliver training programs, including classroom, virtual, and resource based training, acquired through experience as a trainer, power user, or instructional support professional.

Progressive experience creating, updating, and maintaining procedures or instructional materials using strong technical writing skills that were developed through roles involving process documentation or policy development.

Demonstrated ability to consult with management and cross division partners by gathering information, analyzing impacts, and providing recommendations, obtained through experience supporting projects, system enhancements, or operational changes.

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, as evidenced by prior work conducting presentations, writing updates, or facilitating meetings.

Demonstrated skill in organizing and prioritizing multiple assignments in a fast paced, deadline driven environment, gained through roles requiring coordination of competing priorities or project timelines.

Proven ability to analyze training effectiveness and adjust curriculum based on performance data, user needs, or system changes, developed through experience monitoring training outcomes or supporting continuous improvement efforts.

Demonstrated ability to build and maintain collaborative relationships across divisions or program areas, acquired through experience partnering with management, trainers, or project teams to align procedures and training strategies.

Progressive experience interpreting and communicating the impacts of system updates, service pack rollouts, or process changes, developed through roles requiring ongoing system monitoring or liaison responsibilities.

Demonstrated ability to quickly learn and apply new and complex information, technologies, or procedures, gained through prior work adapting to evolving systems, tools, or program requirements.

Demonstrate ethical leadership, professionalism and sound judgment. Maintain confidentiality, act with integrity, accept accountability for decisions and support difficult decisions. and consistently represent the organization in a trustworthy manner.

Demonstrated ability to provide professional service to internal and external customers. Demonstrate respect, responsiveness and commitment to serving the public while balancing organizational priorities.

Equity Competencies:

• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.
• Uses an equitable and inclusive approach.

Learn about our Core Equity Competencies to understand the foundational skills, mindsets, and approaches we value and cultivate in our workforce.

Preference may be granted to candidates who possess the following:

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 in any of the functions below.
• 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, including:
• Knowledge of BLS processes and interactions with BLS Partners and customers.
• Knowledge of TIC processes and interactions with teams and customers.
• Coordinating, developing, implementing, and presenting training to staff on a team or unit in Taxpayer Services.
• Experience in Microsoft Office tools such as Word, Excel, PowerPoint, PowerBI, and Project.
• Experience creating E-learning training using Articluate 360 or similar software.

To be considered:

• Complete your online application in detail, as it will be used as your initial resume.
• Attach a cover letter explaining how you meet the qualifications of this position.
• Incomplete applications or applications received without these materials may be disqualified.*

To take advantage of veterans preference, please attach your DD-214, member 4 long form, or your NGB-22. Please black out social security number and date of birth before attaching.

Questions?

Hello, my name is Lance, and I will be assisting with this announcement. As a 20-year Department of Revenue employee, I understand the importance of finding a rewarding career with a work-life balance. At Revenue, we pride ourselves in connecting talented individuals with opportunity and would like to answer any questions you have.

Please contact any part of the Staffing team at Jobs@dor.wa.gov or give me a call (360) 704-5725.

Supplemental Information

The Human Resource Division may use referrals from this recruitment to help fill future similar vacancies for up to six months.

This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (WPEA).

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 360-704-5731. 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.

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. Like everyone, your first priority is ensuring that you and your family will maintain health and financial security. Thats 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 (e.g. part-time); view the job posting for benefits details for job types other than full-time.

Note: If the position offers benefits which differ from the following, the job posting should include the specific benefits.

Insurance Benefits

Employees and their 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. The Washington Wellness program from the Health Care Authority works with PEBB to support our workplace wellness programs.

Dependent care assistance allows the employee to save pre-tax dollars for a child or elder care expenses.

Other insurance coverage for auto, boat, home, and renter insurance is available through payroll deduction.

The Washington State Employee Assistance Program promotes the health and well-being of employees.

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.

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.

Public Service Loan Forgiveness

If you are employed by a government or not-for-profit organization, and meet the qualifying criteria, you may be eligible to receive student loan forgiveness under the Public Service Loan Forgiveness Program.

Holidays

Full-time and part-time employees are entitled to paid holidays and one paid personal holiday per calendar year.

Note: Employees who are members of certain Unions may be entitled to additional personal leave day(s), please refer to position specific Collective Bargaining Agreements for more information.

Full-time employees who work full monthly schedules qualify for holiday compensation if they are employed before the holiday and are in pay status for at least 80 nonovertime hours during the month of the holiday; or for the entire work shift preceding the holiday.

Part-time employees who are in pay status during the month of the holiday qualify for the holiday on a pro-rata basis. Compensation for holidays (including personal holiday) will be proportionate to the number of hours in pay status in the month to that required for full-time employment, excluding all holiday hours. Pay status includes hours worked and time on paid leave.

Sick Leave

Full-time employees earn eight hours of sick leave per month. Overtime eligible employees who are in pay status for less than 80 hours per month, earn a monthly proportionate to the number of hours in pay status, in the month to that required for full-time employment. Overtime exempt employees who are in pay status for less than 80 hours per month do not earn a monthly accrual of sick leave.

Sick leave accruals for part-time employees will be proportionate to the number of hours in pay status, in the month to that required for full-time employment. Pay status includes hours worked, time on paid leave and paid holiday.

Vacation (Annual Leave)

Full-time employees accrue vacation leave at the rates specified in WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA). Full-time employees who are in pay status for less than 80 nonovertime hours in a month do not earn a monthly accrual of vacation leave.

Part-time employees accrue vacation leave hours in accordance with WAC 357-31-165(1) or the applicable collective bargaining agreement (CBA) on a pro rata basis. Vacation leave accrual will be proportionate to the number of hours in pay status, in the month to that required for full-time employment.

Pay status includes hours worked, time on paid leave and paid holiday.

As provided in WAC 357-58-175, an employer may authorize a lump-sum accrual of vacation leave or accelerate the vacation leave accrual rate to support the recruitment and/or retention of a candidate or employee for a Washington Management Service position. Vacation leave accrual rates may only be accelerated using the rates established WAC 357-31-165.

Note: Most agencies follow the civil service rules covering leave and holidays for exempt employees even though there is no requirement for them to do so. However, agencies are required to adhere to the applicable RCWs pertaining holidays and leave.

Military Leave

Washington State supports members of the armed forces with 21 days paid military leave per year.

Bereavement Leave

Most employees whose family member or household member dies, or for loss of pregnancy, are entitled to five (5) days of paid bereavement leave. In addition, the employer may approve other available leave types for the purpose of bereavement leave.

Additional Leave

Leave Sharing

Parental Leave

Family and Medical Leave Act (FMLA)

Leave Without Pay

Please visit the State HR Website for more detailed information regarding benefits.

Updated 01-07-2026

01

This opportunity is only open to Department of Revenue employees. Are you a current DOR employee?

• Yes
• No

Required Question

Employer State of Washington

Address View Job Posting for Agency Information

View Job Posting for Location, Washington, 98504

Website http://www.careers.wa.gov