Description
Our Mission: Keep Washington Safe and Working!
Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability
Please Note: This recruitment is open to current Labor & Industries employees only. If you apply and are not a current employee, you will not be considered.
Please Note: This recruitment represents a non-permanent position that is expected to last up to one-year.
Job Highlights
The Insurance Services Technology Team (ISTT) is seeking a Business Analyst to join their team to ensure the day-to-day program operations for both internal and external customers are fully functional and operating optimally. You will engage and coordinate the work of IT Technical teams for application and system enhancements and issue resolution.
In this position you will work with business partners and stakeholders to gather and analyze business requirements, translate them into technical requirements, research solutions and lead the solution through programming estimation, prioritization and development. You will design and conduct appropriate testing to verify functionality and ensure application and system changes meet business requirements. You will be responsible for ensuring the continued security of the department’s confidential data in accordance with RCW, WAC and departmental policies. You will perform professional-level business analysis and technical support for multiple enterprise information systems and have decision making authority for application/system operation, maintenance, oversight and deployments.
In this position, you will supervise and direct the work of a team of IT Business Analysts. You will set performance expectations and goals, conduct annual evaluations, and actively support their professional development. You will provide mentorship and coaching to your team on best practices and achieving team standards for quality and performance.
Why Work for us:
The Department of Labor & Industries (L&I) is a diverse state agency dedicated to the safety, health, and security of Washington's workers. We help employers meet safety and health standards and inspect workplaces when alerted to hazards. As administrators of the state's workers' compensation system, we are similar to a large insurance company providing medical and limited wage-replacement coverage to workers who suffer job-related injuries and illness. Our rules and enforcement programs help ensure workers are paid what they are owed, that children and teens' work hours are limited, and that consumers are protected from unsound business practices.
Insurance Services is the largest division within the agency and administers one of the premier workers’ compensation organizations in the nation serving over 3.8 million employees working for 260,000 employers.
The Insurance Services Technology team provides technical support and coordinates ongoing maintenance and enhancements for Insurance Services’ software applications and systems. They work closely with business areas to understand their needs and translate those needs into working systems. This includes existing applications and systems as well as development of new applications and systems. They perform robust testing and consult on project implementations.
Here is what we are looking for:
- Ability to lead and direct others to ensure work meets quality and performance standards.
- Demonstrated critical thinking and analytical skills.
- Familiarity with Agile/Scrum practices.
- A motivated problem-solver who actively seeks solutions to a variety of business questions and concerns.
- Your willingness to learn by showing self-initiative to develop and upgrade your skills, enhance your knowledge, and learn new technology.
- Ability to review, independently interpret, analyze, and apply specialized program policies and procedures to determine appropriate solutions and make recommendations.
- Strong customer service skills with the ability to authentically listen and connect with others to build and maintain internal and external customer satisfaction.
- Project management skills to ensure work progresses toward the achievement of goals and objectives.
- Ability to effectively communicate both orally and in written format, complex information to various audiences in a way that is easy to understand.
- Knowledge of Insurance Services’ Workers’ Compensation claims management processes and systems.
Duties
Some of what you will do:
- Assign and direct the work of other staff and reviews work output to ensure standards are met.
- Serve as the lead/primary point of contact during application/system issues that create work stoppages or slowdowns in the systems supported and determine if issues should be elevated to the Incident Response Team (IRT).
- Make recommendations to management when IRT is established and create communications to affected staff.
- Elicit, define and document business requirements for enhancements or changes to Insurance Services applications/systems or records from business area stakeholders and subject matter experts.
- Ensure application/system enhancement or changes adhere to management rules, organizational commitments, measurements, and reporting needs.
- Ensure software solutions remain consistent with RCW, WAC, policies and procedures.
- Analyze business requirements and design documents for completeness and testability.
- Create test data and test plans to ensure that new and revised systems meet the customers’ needs.
- Plan, document, evaluate, and track testing results to ensure system applications are free from defects.
- Perform application and system testing to confirm changes or enhancements meet requirements without unintended impacts to existing functionality.
- Create and maintain technical documentation for Insurance Services applications and systems.
- Create and maintain documentation for ISTT processes and workflows.
- Monitor, analyze, detect and resolve complex application and system issues.
- Provide consultation and make recommendations to customers to prevent application and system outages.
- Develop and execute change management plans, coordinating implementation changes.
- Manage programming releases that range in complexity. Develop and execute change management plans, create and maintain implementation schedules.
- Serve as subject matter expert for complex issues involving Insurance Services application/system data and data collected by other divisions and external agencies.
- And much more!
Qualifications
Required:
- Four or more years of progressive and increasingly complex Professional Information Technology experience such as testing, consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, directing IT-related projects, providing customer or technical support.
*A Bachelor’s or Associate’s degree in an IT-related field may substitute for up to two years of Information Technology experience. Education and experience may be earned concurrently.
AND
- One or more years testing or overseeing testing of software, writing test scripts, test cases or use cases.
AND
- Two or more years of professional experience independently researching, evaluating and drawing conclusions from data and supporting recommendations with facts and analysis, interpreting and applying rules, laws, policies and procedures.
AND
- Three years of professional experience effectively conveying ideas and facts orally and in writing using language appropriate for the intended audience.
AND
- Two or more years partnering with stakeholders to identify and resolve complex or sensitive issues.
AND the following two competencies:
- The ability to take action to learn and grow.
- The ability to take action to meet the needs of others.
Desired:
- Previous professional experience as a business analyst, client lead or project manager.
- Lean process improvement and problem-solving skills.
- The ability to lead and work with teams.
- Excellent organizational and time management skills; as well as the ability to manage multiple priorities.
- Two or more years in positions that would develop understanding of claims management processes i.e. work as a claims manager, policy manager, IT Specialist working as a business area representative for claims management applications.
- Ability to work with a variety of stakeholders to identify and understand their needs, concerns and their working environment.
- Ability to elicit business requirements from stakeholders and subject matter experts, then translate those business requirements into technical requirements.
- Ability to review solution design documents for technical compliance against business requirements, identifying potential gaps between the two.
- Ability to manage small IT business project deliverables, coordinating IT resources with resource managers.
- Ability to analyze business requirements and design documents to create test plans, test scenarios, test cases, test data and test scripts for different types of testing activities.
- Extensive knowledge of Insurances Services’ application/system portfolio.
- Ability to provide technical support for business applications using IT tools such as remote desktop, troubleshoot application issues, create and maintain technical documentation for applications/systems, coordinate efforts with the IT Service Desk to ensure all trouble tickets requiring Tier 2 support are effectively resolved.
- Ability to provide technical support that consistently meets or exceeds the needs and expectations of customers; using customer satisfaction as a key measure of quality; understanding and being responsive to customers’ objectives and needs; being accessible, timely and responsive in dealing with customers; handling customer inquiries and complaints promptly, and courteously.
- Ability to leverage leadership, performance management and staff development skills in the supervision of one or more direct reports.
Supplemental Information
Things You Need To Know
At L&I, your voice matters. L&I is a diverse state agency dedicated to the safety, health and security of Washington's 3.3 million workers. Watch this brief video and learn more about why L&I is an employer of choice.
L&I provides a modern work environment and excellent benefits including paid leave, tuition reimbursement, Infants at Work Program and a generous retirement package for qualified employees at the end of their career. Click on the “Benefits” tab to learn more.
We value our employees and their work-life balance. We support a hybrid work model and offer flexible custom work schedules. This position is eligible for a flexible schedule (4/10’s, 9/80’s, 5/8’s, etc.) upon approval by management.
For this position, teleworking is permitted up to full time with the expectation of working from the office to attend in-person meetings, training, or upon business needs. The assigned duty station for this position is Tumwater, Washington.
Application process
To be considered for this opportunity, you must submit a complete online application including detailed work history and professional references with current phone numbers.
Please include the following documents with your application:
- A cover letter describing your specific qualifications.
- A current resume detailing your applicable experience and education.
We will contact the top candidates directly to advance in the selection process. Because we base the selection on the information you provide, please ensure your application clearly demonstrates how your experience relates to the qualifications and responsibilities described in this announcement.
Applications with incomplete work history, references to a resume in place of detailed work experience, or missing attachments may be considered incomplete and not considered for further review.
Please do not attach or place any medical information within the application, resume, or cover letter. If you do, we will have to reject your application to safeguard others from receiving your confidential information. You will have to remove the confidential information before you can apply again.
To learn more about our hiring process timeline at L&I please visit our L&I recruiting page at Hiring Process at L&I. If you would like to read our website in a language other than English, scroll up to the top of the page to select your language of choice from the banner.
Background Check Notice
Prior to placement in this position, a background check, including criminal history records will be conducted. Information from your background check will not necessarily preclude employment but will be considered in determining your eligibility to perform the requirements of the position.
Other information
- For positions requiring travel, you must have a valid unrestricted driver's license and have insurance if driving a privately owned vehicle on state business.
- This position is represented by the Washington Federation of State Employees (WFSE).
- Candidates who are offered a job with L&I must possess work authorization that does not require sponsorship by the employer for a visa now or in the future.
- The Department of Labor & Industries complies with the employment eligibility verification requirements of the federal employment eligibility verification 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.
- Please note: L&I may use this announcement to fill multiple permanent and/or non-permanent positions.
Did You Know?
Washington is America's Top State to live, play, and work, according to U.S. News (2021). Join the L&I team and enjoy all the Evergreen State has to offer.
Veterans Preference
Applicants wishing to claim Veterans Preference should attach to their application 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. Please blackout any personally identifiable data such as Social Security numbers. For further information, contact L&I’s [email protected].
Diversity, Equity, and Inclusion Employer
L&I employees come from all walks of life. We strive to hire great people from a wide variety of backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
We believe in the importance of recognizing the value each of us contributes to the success of the agency mission. Having a diverse workforce is this agency’s greatest source of strength and knowledge. It is through the combination of talents and abilities that we can pursue finding effective measures to provide the best customer service. We are committed to building a diverse and inclusive workplace for everyone and we strongly mean everyone.
The State of Washington is an equal opportunity employer. Persons with a disability who need an accommodation in the application process or testing process, or those needing this announcement in an alternative format, may call 360-902-5700. TTY users should first call 711 to access the Washington Relay Service.
You are welcome to include the name and pronoun you would like to be referred to in your materials, and we will honor this as you interact with our award-winning diverse and inclusive organization.
For more Information
If you have any questions regarding this job posting, program, or the agency, please contact Angela Laramie at [email protected].
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