Divisional Trainer, TPS; Management Analyst

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.

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 DOR’s 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.

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.

The required qualifications are key competencies that have been…