Job Description

Description
:
IT Operations Manager (EMS 3)
Join an exciting team!
Washington Technology Solutions (WaTech) is a national leader in adopting new, innovative technologies that transform the way Washingtonians receive state services. As the state's central technology agency, WaTech is responsible for core IT services and guides the strategic direction of technology across multiple programs and domains.
About the position
This position is a part of WaTech's Customer and Partner Services unit within the Strategy & Management Division (SMD). The unit leads customer-facing support operations, including the Customer Support Center and Small Agency IT Support Services, which provide IT support for WaTech and state agency customers. This position reports directly to the Assistant Director for Customer & Partner Services,
The IT Operations Manager directs WaTech's Tier 1 customer support services and WaTech service management practices to ensure timely, high-quality support for WaTech staff, state agency partners, and the public.
Duties
Some of what to expect with this role:

• Set the strategic direction for WaTech's Information Technology Service Management(ITSM) approach and ensure Information Technology Infrastructure Library(ITIL)-based processes are consistently applied across operational teams that use ServiceNow and other service management practices.
• Lead the development, standardization and continuous improvement of ITSM practices.
• Serve as the product owner for ServiceNow, defining requirements, setting priorities and approving configuration changes.
• Lead the design and maintenance of WaTech's service catalog to ensure services are clearly defined, mapped in ServiceNow and described in plain language.
• Own the process for updating Service Action Plans (SAPs) for WaTech services, ensuring plans include objectives, key results and performance measures.
• Define and maintain service maturity goals and lead WaTech's efforts to improve operational consistency, customer experience and accountability.
• Oversee vendor-delivered work within ServiceNow, validating performance, approving deliverables and prioritizing enhancements.
• Develop and maintain documentation, training resources and process guidance to support staff and customer understanding of service management practices and ServiceNow capabilities.
• Direct operations of WaTech's customer support team, ensuring effective and timely resolution of technology-related issues.
• Conduct audits of Tier 2 support groups across WaTech to identify work that can and should be transitioned to the Customer Support Center.
• Ensure Tier 1 incidents are resolved by the Customer Support Center or are escalated appropriately to Tier 2 or Tier 3 teams for widespread, higher-level incidents for continuity and customer communications until final resolution.
• Direct WaTech's internal information technology portfolio tracking practices, ensuring that investments, projects and operational systems are documented, prioritized and aligned with WaTech's business and strategic goals.

Qualifications
Here's what we're looking for:

• At least 10 years of professional experience in technology operations, customer support or service intake within a public-sector, enterprise, complex or multi-agency environment. This experience must include:

• At least five years of supervisory experience, including assigning work, evaluating performance, and providing coaching or direction.
• At least four years of experience implementing and directing ITSM practices, including incident, request, change, problem, and knowledge management.
• At least three years of experience in the following:

• Implementing or maturing ITSM practices using the ITIL framework.
• As a product owner or business lead directing platform work in ServiceNow or a comparable enterprise service management tool.
• At least two years of experience in the following:

• Managing service operations or support functions within a shared services or central IT organization.
• Leading performance reporting or service-level management efforts, including the design and use of dashboards or customer satisfaction measurement.
• Leading operational response during service outages, incidents or emergency events.
• A combination of education or training in information technology can substitute on a year-for-year basis for up to two years.
• Strong communication skills, including the ability to present information clearly to both technical and non-technical audiences.
• Ability to manage multiple priorities and make independent decisions in a dynamic and customer-focused environment.

Preference may be granted to applicants with the following:

• Experience working in or with Washington state government or a comparable public-sector environment.
• Experience leading organizational change, particularly in technology modernization, customer support transformation or process standardization efforts.
• Experience applying organizational or statewide policies and standards within a technology or service delivery setting.
• Experience leading operational change or process improvement efforts, particularly in a service delivery or technical support context.
• ITIL certification and direct experience applying ITIL-based practices to standardize, improve or scale IT service delivery.
• Experience ensuring technology portfolio tracking complies with policy and supports planning, reporting and Technology Business Management (TBM).

Supplemental Information
Telework: This position will have occasional onsite requirements. The incumbent must be available to report in person for activities such as in-office leadership meetings, team coordination, agency events or critical service issues. Onsite presence will be at least once weekly, including in response to emergencies or unplanned incidents affecting service operations.
We value diversity and different perspectives:
WaTech is committed to providing equal access and opportunities to all qualified applicants and employees. We seek to attract and retain a diverse staff and welcome your experiences, perspectives and unique identity.
What WaTech offers:
As an employee of WaTech, you'll have access to an outstanding that includes medical and dental plan options for you and your family, paid leave and holidays, retirement plan options and more.
While WaTech is headquartered in Olympia, Washington, which is near some of the country's most , we are able to offer many of our positions telework and flexible schedule options to help support a healthy work-life balance.
To learn more about WaTech and what our employees enjoy about working here, please .
How to apply:
Applications for this recruitment will be accepted electronically. Please select the large "apply" button at the top of this announcement. You may need to create a profile and account in Washington state's automated application system. We invite you to include your name and pronouns in your material to ensure we address you correctly throughout the application process.
To be considered for this position you will need to:

• Submit a complete Online Application.
• Answer all required Supplemental Questions.
• Attach a Letter of Interest that addresses how your experience qualifies you for this role.
• Attach a Resume that clearly documents the work history, training, and education that makes you a viable and competitive candidate for this position.
• Your application should include Three Professional References that can speak to your work performance, technical skills and job competencies. Be sure your reference list includes their full name, nature of the relationship (i.e. company and supervisor, coworker, etc.), and phone number. *We will not conduct reference checks without your signed release.

Note: Applications without the requested information identified above or containing supplemental question responses with comments such as "see resume" may lead to your application being disqualified from consideration. By submitting your materials, you affirm that all information is true and correct. Any untruthful or misleading information is cause for removal from the applicant pool. If hired as a result of this recruitment, the discovery of incorrect or falsified information may lead to disciplinary action or dismissal.
Applicants wishing to claim Veterans Preference should attach a copy of their DD-214 (Member 4 copy), NGB 22, or signed verification of service letter from the United States Department of Veterans Affairs to their application. (Please redact any personally identifiable data such as social security number prior to submittal.)
Conditions of employment:
This position requires a background check. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant's suitability and competence to perform in the position and is a continued condition of employment.
Recruitment process:
First round of application assessments will be conducted seven days after the initial job posting date. The hiring authority reserves the right to offer the position at any time after the initial seven-day job posting date during the recruitment process. It is to the applicant's advantage to apply as early as possible. This recruitment may be used to fill multiple positions. There may be an assignment as a part of the assessment process.
Contact us: For inquiries about this position, please contact Rebekah Wilkes at (360) 407-8646 or email to
Persons requiring accommodation in the application process or for an alternative format may contact Human Resources at (360) 407-8242 or .Persons of disability or those who are deaf or hard of hearing can call the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388. WaTech complies with the employment eligibility verification requirements of the federal Form I-9. The selected candidate must be able to provide proof of identity and eligibility to work in the United States consistent with the requirements of that form on the first day of employment.

Skills Required