Service Management Specialist-IT Policy and Planning-Senior/Spec- Internal Only

Service Management Specialist-IT Policy and Planning-Senior/Spec- Internal Only

Salary

$99,300.00 - $133,608.00 Annually

Location

Thurston County - Olympia, WA

Job Type

Agency Internal - Permanent

Remote Employment

Flexible/Hybrid

Job Number

2026-07094

Department

Employment Security Department

Division

Information Technology Services Division

Opening Date

09/11/2026

Closing Date

9/18/2026 11:59 PM Pacific

Salary Information

The high end of the salary range, Step M is typically a longevity step

• Description
• Benefits
• Questions

Description

This opportunity is open to current, internal ESD employees only.

The ideal candidate is a strategic IT service management professional with a strong background in developing and optimizing ITSM frameworks that align technology investments with business needs and customer experience goals.

They excel at collaborating with business partners, IT teams, and external stakeholders to modernize service delivery, strengthen operational efficiency, and support long-term service management strategies. With the ability to translate complex technical and operational concepts into clear, actionable plans, they bring a forward-thinking approach to improving service integration across programs.

In addition to their service management expertise, the ideal candidate is highly skilled in software license management, maintaining accurate inventories, ensuring compliance with licensing agreements, and partnering with procurement and IT teams to support cost-effective licensing strategies. They are analytical, detail-oriented, and comfortable contributing to project-based initiatives that enhance agency performance. Above all, they are a collaborative, customer-focused leader committed to continuous improvement and advancing ESD's mission through thoughtful, innovative technology service management.

The Innovation & Technology Office of the Employment Security Department (ESD) manages, develops, supports, and maintains the agency's computer systems, web technologies, network and data communications and the data warehouse. It also provides technical assistance for installation and operation of personal computers and software. This full-time/permanent role is primarily telework; however, you may need to report to the office for occasional meetings or special events.

Duties

This position is responsible for developing, deploying, and optimizing the IT Service Management Program ensuring alignment with business transformation, customer experience improvements, and technology investments. The role will implement robust IT service management (ITSM) strategies, that will drive efficiency, enhance service integration across programs, and improve overall agency performance. In addition to service management leadership, the ideal candidate will also be responsible for managing software licenses, ensuring compliance with software agreements, and optimizing software usage across the organization. This includes maintaining accurate license inventory, analyzing usage trends, and collaborating with procurement and IT teams to support cost-effective licensing strategies.

Some of your duties may include:

Strategic Service Management Planning & Execution

• Develop and implement a comprehensive plan for the future of IT service management, defining and documenting IT services, processes, measures, and investment needs.
• Assess the IT organization's current service landscape and develop a roadmap for modernizing service management approaches including identifying and prioritizing opportunities for automation and process optimization.
• Partner with business and technology leaders to identify opportunities for service improvements, ensuring alignment with agency goals and performance metrics.
• Ensure the service management strategy enhances equitable and accessible services for all customers.

IT Service Management Framework & Governance

• Establish and refine the IT Service Management (ITSM) framework, incorporating ITSM best practices and industry standards.
• Develop and implement key service processes such as Incident, Problem, Change, and Request Management, ensuring seamless service operations.
• Develop, deploy, and optimize ITSM tools (e.g., BMC Helix, ServiceNow) to improve workflow automation, reporting, and service request tracking.

Service Catalog & Portfolio Management

• Develop a comprehensive Service Management Portfolio to document, manage, and continuously improve IT and business services.
• Create a centralized Service Catalog that provides transparency into available services, SLAs, and support processes for staff and external stakeholders.

Customer Experience & Business Transformation

• Lead service delivery modernization efforts that improve the end-to-end customer experience across all agency programs to ensure alignment with business transformation, customer experience improvements, and technology investments.
• Develop strategies for seamless integration between business processes, IT services, and customer support functions.
• Work closely with Customer Experience (CX) teams to design user-centric service solutions that enhance accessibility, efficiency, and responsiveness.
• Utilize data analytics and insights to inform management and support prioritization of continuous improvements to service delivery and identify opportunities for process optimization.
• Lead initiatives to modernize legacy service delivery models, ensuring they are scalable, resilient, and aligned with evolving agency needs.

Change Management

• Provides leadership and stakeholder engagement with the ability to collaborate across multiple teams across the agency.
• Problem-solving mindset focused on innovation, efficiency, and customer satisfaction.
• Ability to change management initiatives and advocate for service management best practices.

Software License Management & Operational Support

• Manage software licenses across the organization, ensuring compliance with vendor agreements and optimizing usage.
• Maintain accurate license inventories and analyze usage data to support cost-effective procurement.
• Collaborate with procurement, IT, and legal teams to ensure licensing strategies align with operational needs.
• Support project-based initiatives within the operations team, contributing to service delivery improvements and cross-functional collaboration.
• Train and provide guidance to IT and business teams on proper software usage, provisioning, and compliance requirements while facilitating knowledge transfer within the IT team to ensure sustainable license management practices.

To request a full, detailed position description, click here.

Qualifications

Required: Qualifying candidates will meet one of the following criteria options:

Option 1 - Eight (8) years of IT experience developing and implementing methods and processes for managing IT projects, products, systems and processes.

Option 2 - Associate's degree with major study in information systems/technology, Computer Science, Computer Forensics, Data Analytics, Statistical Analysis, Engineering, or a closely related field AND six (6) years of progressive *IT experience.

Option 3 - Bachelor's degree with major study in information systems/technology, Computer Science, Computer Forensics, Data Analytics, Statistical Analysis, Engineering, or a closely related field AND four (4) years of progressive *IT experience.

Option 4 - A combination of education and progressive *IT experience for a totaling at least eight (8) years.

• Qualifying professional IT experience is defined as experience in one or more of the following IT disciplines: IT consulting, applications development, systems administration, and data management.

In addition to one of the above options, you must also have the following experience:

• Knowledgeable in managing third-party vendors for effective delivery of required work products.
• Knowledgeable in tracking and managing complex IT Environment, Customer relationships and developing credibility with management, stakeholders and staff.
• Knowledgeable in developing methods and processes for managing IT projects, products, systems, and processes.
• The ability to take action to learn and grow.
• The ability to take action to meet the needs of others.

Ability to demonstrate and adhere to the following ESD Employee Competencies:

• Accountability: Accept personal responsibility for work and actions.
• Communication Effectiveness: Effectively convey ideas and information.
• Critical Thinking: Use purposeful and reflective judgment to process, analyze, interpret,

explain, evaluate, illustrate, and compare information.

• Customer Service: Commit to providing value-added services to external and internal

customers.

• Inclusiveness: Actively contribute to a work environment that embraces diversity and uses diverse perspectives to help achieve organizational goals.
• Interpersonal abilities: The ability to relate to your co-workers, mitigate conflict, and inspire others to participate.

Security: Preserve the confidentiality, integrity, and availability of ESD systems and data in accordance with the policies, procedures, and best practices established and maintained by the ESD information security team. Immediately report any Security event, incident, or breach in reporting.

Technical Writing/Documentation - Documenting technical processes and writing technical material in a way that both technical and non-technical people can understand.

• Ability to document extremely complex technical processes using prescribed methods.
• Ability to maintain technical documentation written by others and keep it up to date.
• Documentation is typically done independently with the review of a supervisor.

Planning and Organization - Ability to effectively organize multiple assignments to produce work products and services that are accurate, thorough, and on time.

• Ability to ensure that tasks are planned and documented in advance of their execution.
• Ability to assist the project manager in estimating and planning project time and completing work breakdowns.
• Ability to evaluate progress on assigned tasks and adjusts organization, priority, time, method, etc. unsure of competing priorities, contacts supervisor for assistance.
• Remains acutely aware of timeframes and successfully meets deadlines. If deadlines are in jeopardy, appropriately seeks assistance or guidance from supervisor.

Desirable/Preferred Education, Experience or Certifications

• Five (5) years of experience managing system development and implementation projects in a government environment.
• Five (5) years of experience managing the Washington State authorizing environment related to contract procurement and technology oversight.
• Five (5) years of experience applying enterprise change management methods such as Information Technology Infrastructure Library (ITIL)/Microsoft Operations Framework (MOF) organizational changes.
• Three (3) years of experience in strategic planning, budgeting, and technology cost estimation, and technology assessment.

Special Requirements/Conditions of Employment:

• Must be able to pass an Unemployment Insurance (UI) and Paid Family Medical and Leave (PFML) claim and fraud check.

Please submit only the required documents as noted below and ensure all Personal Identifying Information (PII) such as Social Security numbers etc. are edited out of your materials for privacy. Additionally, we ask that you not include photographs or external links within your documents. Any documents uploaded through this platform will be securely transmitted electronically to support application review.

Please submit your Cover Letter and Resume with your Online Application through the "Add Attachments" field. A resume will not substitute for the "work experience" section of the application or vice versa. Applications with blank fields, or supplemental question responses with comments such as "see attachments" may be considered incomplete.

Supplemental Information

Why work with us?

Our agencys mission and values drive every decision that we make, determine how we interact with others, and are at the core of who we are. We value Access, Love, Belonging, Equity, and Stewardship. We understand that a work environment that respects your work/life balance is key; thats why many of our positions are eligible for flexible work schedules and teleworking opportunities. Through support, value, and trust, our employees are empowered to grow and develop into their best self.

Opportunity for All

We strive to create a working environment that includes and respects cultural, ethnic, racial, religious, sexual orientation, and gender identity diversity. Women, racial and ethnic minorities, people with disabilities, people over 40 years of age, people with religious beliefs, veterans or people with military status, and people of all sexual orientations and gender identities are encouraged to apply.

The Employment Security Department is an equal opportunity employer/program. Auxiliary aids and services are available upon request to individuals with disabilities.

If you are a person needing assistance in the application process, if you need this job announcement in an alternate format, or if you have general questions about this opportunity, please contact Lydia White or at 360-819-6996 or the Talent Acquisition Team, prior to the position closing. If you are having technical difficulties creating, accessing, or completing your application, please contact careershelp@des.wa.gov or (360) 664-1960 or toll free (877) 664-1960, Washington Relay 711.

This recruitment may be used to fill additional agency-wide positions in accordance with Article 4 of the WFSE Collective Bargaining Agreement.

This Organization Participates in E-Verify

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

To be considered for this position, you must include a resume and a letter of interest with this applicant packet. Please submit only the required documents and ensure all Personal Identifying Information (PII) such as Social Security numbers, etc. are edited out of your materials for privacy. Please indicate you have attached the required documentation.

• Yes
• No

02

This position is available to current internal ESD employees. Are you an ESD employee?

• Yes
• No

03

Under RCW 73.16.010, certain military spouses are eligible for preference. Do you attest that you meet one of the following eligibility criteria?

• You are the spouse of an active-duty service member.
• You are the widow or widower of a member of the uniformed services who had a qualifying discharge, as defined in RCW 73.04.005.
• You are the spouse of a veteran who has a qualifying discharge, as defined in RCW 73.04.005, and a service-connected permanent and total disability.
• None of the above

04

Which of the following experience applies to you?

• Eight (8) years of IT experience developing and implementing methods and processes for managing IT projects, products, systems and processes.
• Associate's degree with major study in information systems/technology, Computer Science, Computer Forensics, Data Analytics, Statistical Analysis, Engineering, or a closely related field AND six (6) years of progressive IT experience.
• Bachelor's degree with major study in information systems/technology, Computer Science, Computer Forensics, Data Analytics, Statistical Analysis, Engineering, or a closely related field AND four (4) years of progressive *IT experience.
• A combination of education and progressive *IT experience for a total of eight (8) years.
• I do not have this experience.

05

How many years of professional experience do you have developing, implementing, or managing IT Service Management (ITSM) programs, including activities such as service strategy development, service integration, operational improvement, or cross functional IT/business collaboration?

• Less than 1 year
• 1-2 years
• 3-4 years
• 5-7 years
• 8 or more years
• I do not have this experience.

06

How many years of experience do you have working collaboratively with both business and IT teams on service delivery or operational improvement initiatives?

• Less than 1 year
• 1-2 years
• 3-4 years
• 5-7 years
• 8 or more years
• I do not have this experience.

07

How many years of experience do you have improving IT services or processes based on customer or stakeholder feedback?

• Less than 1 year
• 1-2 years
• 3-4 years
• 5-7 years
• 8 or more years
• I do not have this experience.

08

How many years of experience do you have managing software licenses, including inventory management, compliance, and usage analysis?

• Less than 1 year
• 1-2 years
• 3-4 years
• 5-7 years
• 8 or more years.
• I do not have this experience.

09

ESD How did you hear about this job opportunity?

• WWW.Careers.Wa.Gov
• WorkSource Center or Website (WorkSourceWA.com)
• Washington State Employee Referral
• ESD Employee Referral
• Employment Security Departments job web page: WWW.Esd.Wa.Gov
• Monster
• College/university career fair or website
• LinkedIn
• Facebook
• VERG
• Craigslist
• CareerBuilder
• Diversity Jobs
• Handshake
• Other

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