Statewide Management & Process Improvement Lead

DSHS HCLA Management Analyst 4
Location:
Statewide, Washington.

Make a meaningful impact in long-term care policy by embracing this thrilling opportunity. The Home and Community Living Administration (HCLA) is hiring for a Management Analyst 4 MA4). This position works under administrative direction and reports directly to the Statewide Administrator, within the Statewide Eligibility & Service Delivery (SESD) team in a statewide configuration.

The MA4 assigned to the SESD team will provide advanced telecommunications support, systems setup, troubleshooting, and cross-functional operational analysis. This role ensures that business, management, and technology needs are evaluated and addressed to support organizational efficiency and strategic goals. In a Project Management capacity, this position manages projects of various sizes and complexity with impacts across the state. Position must demonstrate expertise in project management and project management principles and methodologies.

This position researches, analyzes, evaluates and makes recommendations for development and implementation of systems and processes which support the operation of the Statewide Eligibility and
Service Delivery Team.

This position is also called upon to take the lead on various statewide process improvement teams and serve as a lead consultant to the SESD team providing detailed information, policy clarification and analysis. This MA4 role is designed for a highly skilled professional capable of bridging operational needs with
technical solutions. The position requires strong analytical ability, strategic thinking, and the capacity to support both executive-level planning and hands-on technical work.
Some of what you’ll do:

• Manage and coordinate system access and equipment needs for SESD staff statewide.
• Reviewing and approving access requests for ACES, ACES 3G, Barcode, CARE, QA Monitor, Amazon Connect, TEAMs and other required systems, ensuring compliance with DSHS security and confidentiality policies.
• Maintain accurate records of user permissions and equipment assignments, including headsets, phones, and other telecommunication devices.
• Develop and implement standardized procedures for onboarding and offboarding staff to ensure timely and secure system access and equipment distribution.
• Serve as the primary point of contact for staff questions regarding system access.
• Analyze business, management, or technology needs to facilitate changes in organizational services or practices.
• Coordinate functional requirements of business units with technological solutions.
• Provides reliable and professional guidance, support and consultation at the statewide level on projects, operational and procedural issues.

• Experience collaborating within large, complex cross-agency programs involving diverse internal and external partners, stakeholders, and executive leadership.
• Strong analytical, critical, and creative thinking skills with the ability to independently research, interpret, and synthesize complex information to develop sound conclusions and recommendations.
• Demonstrated problem-solving abilities, including identifying root causes, resolving organizational or operational issues, and developing effective risk mitigation strategies.
• Ability to communicate complex business concepts clearly and effectively to varied audiences, tailoring messaging to different levels of understanding.
• Proven relationship-building and collaboration skills across all organizational levels, including staff, peers, steering committees, and executive management.
• Strong organizational and project coordination skills, with the ability to manage multiple priorities, analyze data, develop reports, and consistently meet…