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Resource and Catalog Management Service (RACM) Supervisor
This is a full-time, permanent, remote position within the Management Analyst (MA5) classification.
As the Resource and Catalog Management Service (RACM) Supervisor, you'll lead a dedicated team focused on aligning the Center for Technology Operations (TechOps) services with agency goals and objectives. Your role involves managing and supervising the production and communication of key performance measures across ITIL processes to identify service improvement opportunities and drive operational efficiencies.
By overseeing the Continual Service Improvement (CSI) process across multiple divisions and programs, such as HR, Facilities, Safety & Security, and Enterprise Risk Management, you'll ensure that changes and enhancements to core agency enterprise platforms are delivered according to business-driven priorities, values, and needs. Through gathering, analyzing, and reporting on service data, you'll provide informed consultation to agency executive management, program managers/directors, and DOH staff, contributing directly to the success of the agency's mission.
In this role, you'll collaborate closely with peers on best practices, policies, standards, and agency-wide activities to support business needs. You'll be instrumental in fostering team trust, refining processes, and ensuring effective, adaptable solutions that advance equity, particularly for marginalized communities. By demonstrating leadership, professionalism, and technical competence, you'll empower your team to achieve the agency's mission while actively engaging in staff development and modeling best practices in ethics and equity.
Responsibilities:
- Lead Service Level Management:
- Develop, implement, and manage service level agreements (SLAs) and performance models.
- Collaborate with tech and business teams to establish and maintain SLAs.
- Create and maintain process documentation for SLAs.
- Provide compliance reporting on SLAs.
- Analyze operations and recommend process improvements.
- Ensure ITIL Process Reports and Service Catalog Management:
- Produce and deliver service metrics for informed decision-making.
- Develop and present Continual Service Improvement (CSI) Dashboards for analysis.
- Fulfill ad hoc report requests.
- Maintain Service Catalog and ensure its customer-friendliness.
- Monitor customer experience surveys and communicate service opportunities.
- Manage ServiceCentral/ServiceNow Release and Continual Service Improvement:
- Coordinate platform releases and service improvements.
- Conduct data analysis and consultation for leadership.
- Facilitate collaboration with ITIL Process Owners.
- Establish effective governance structures.
- Oversee the CSI Register and drive process improvement.
- Supervise Staff:
- Manage resources effectively.
- Provide direction and support to staff.
- Mentor and coach supervisory staff.
- Ensure compliance with hiring policies.
- Support effective communication and division processes.
- Uphold ethical conduct and diversity goals.
- Facilitate staff meetings and communication.
Required Qualifications and Experience:
Your experience must have been gained from full-time equivalent work and can substitute for education on a year-for-year basis. To be considered for this position, you must meet the following criteria:
- Education and/or experience performing the following functions: performance measures management, service level and operational level agreements (SLA/OLA), service management.
- Option 1: Eight (8) years of experience
- Option 2: Bachelor's degree, and at least four (4) years of experience
ANDthe following experience:- Two (2) years of leading process improvement projects and supervisory or lead experience.
- Producing, analyzing, and interpreting complex performance data and service level agreements to drive process improvement.
- Researching and addressing inquiries from senior management, directors, contractors, and other agencies regarding service management, performance measures, and agreements.
- Comparing and analyzing data to pinpoint trends, issues, or challenges.
- Providing feedback and regular status reports to stakeholders.
- Developing, identifying, and/or suggesting resolutions and determining next steps.
- Advanced Proficiency in Microsoft Excel to develop and manipulate complex spreadsheets with macros, multiple math functions, advanced filters, and links to external sources of information; create custom toolbars and chart types, pivot tables, import data from other sources, filter lists, and use data analysis tools.
Preferred Skills and Experience:
- Two (2) or more years of experience creating and implementing IT Service Management, Service/Operational Level Agreements, Process Improvements, Performance Management.
- Experience working with ServiceNow Platform as a Service (PaaS)
- Lean Black or Green Belt Certification and experience applying Lean Principles.
- Experience applying project management principles such as identifying impacts to scope changes, schedule changes, schedule re-baseline, identifying critical path.
Core Competencies:
- Cultural Humility - Models and facilitates the development and integration of diverse perspectives through learning about and honoring the different cultures represented in the agency.
- Equity and Inclusion - Removes barriers to accessing shared resources and promotes a culture of equity, social justice and belonging.
- People Impact Orientation - Applies an outward mindset to their work.
- Achievement Orientation - Adds value through personal contribution, technical knowledge, and group achievements.
- Analysis and Problem Solving - Demonstrates ability to identify problems and address them by designing effective solutions.
- Communication - Delivers accessible communications (written, oral and visual) that convey a clear understanding of the unique needs of different audiences.
- Customer and Public Service Orientation - Consistently demonstrates the commitment and capacity to provide culturally relevant services to customers and the residents of Washington.
- Interpersonal Skills - Adapts to and works effectively with a variety of situations and people.
- Organizational Relationships - Collaborates with internal and community partners to improve agency performance.
- Technical and Professional Competence - Applies professional and technical knowledge and skills to fulfill job requirements.
About the team: OIT (One Incredible Team!) and TechOps
In the Executive Office of Innovation and Technology (OIT), we’re on a mission to unleash the potential of technology, innovation, data, and informatics for the DOH. We believe in the power of every team member. We're not just a workplace; we're a thriving ecosystem that nurtures individual growth and collective success. As a strategic partner to DOH employees, we cultivate a culture of curiosity, ingenuity, critical thinking, and data-driven decision-making. Our shared goal? Making optimal health a reality for every single person in Washington.
Within OIT, the Center for Technology Operations, known as Tech Ops, provides essential IT services for public health initiatives. Our comprehensive support spans service desk assistance, infrastructure operations, application development, data management, cloud program management, and testing. Catering to agency staff, public health partners, and citizens alike, we ensure the smooth operation of critical systems while anticipating future needs. Committed to excellence, we engage with our customers to deliver quality services tailored to their present requirements and future aspirations.
We are the Washington State Department of Health (DOH)
At DOH, we safeguard public health in an ever-evolving world. Through collaboration with local health jurisdictions and state, federal, and private partners, our programs, and services impact every Washingtonian and visitor daily. We're driven by Equity, Innovation, and Engagement, as outlined in our Transformational Plan for the future of Washington health.
Benefits and Lifestyle
We prioritize your work-life balance and offer one of the most competitive benefits packages nationwide, tailored to support your lifestyle. Discover more about "Why DOH" by visiting Work@Health.
Location and Flexibility
Our approach to work is flexible! This is a remote position available to applicants residing anywhere in Washington State, as well as those living near the Oregon/Washington border and the Idaho/Washington border. You'll also spend 1-2 days per quarter onsite at our Tumwater office with advanced notice.
Application Process:
- Remember to showcase your relevant education and experience in your application materials.
- DO NOT attach any documents that include photos, letters of recommendation, or private information (transcripts, social security number, year of birth, etc.).
- Click "Apply" to submit your detailed application profile along with the following:
- A cover letter (without personal pictures) describing how you meet the qualifications and why you are interested in this position.
- A current resume (without personal pictures).
- Three (3) or more professional references, to be listed in your profile under the references section, which includes at least one supervisor, peer, and (if you have supervised staff) someone you have supervised or led.
Veterans Preference: Applicants wishing to claim Veterans Preference must 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 remove or cover any personally identifiable data such as social security numbers and birth year.
Equity, Diversity, and Inclusion: We regard diversity as the foundation of our strength, recognizing that differing insights and abilities enable us to reflect the unique needs of the communities we serve.
DOH is an equal-opportunity employer. We prohibit discrimination based on race/ethnicity/color, creed, sex, pregnancy, age, religion, national origin, marital status, the presence or perception of a disability, veteran’s status, military status, genetic information, sexual orientation, gender expression, or gender identity.
Questions and Accommodations: If you have questions, need accommodation in the application or selection process, or need information in an alternative format, contact Shawnelle Goalder at shawnelle.goalder@doh.wa.gov. For general DOH recruitment questions, email the Talent Acquisition Team at employment@doh.wa.gov Deaf or hard of hearing contact Washington Relay Service at 7-1-1; individuals outside of Washington State contact Washington Relay Service at 1-800-833-6874.
Technical Support: Reach out to NEOGOV directly at 1-855-524-5627 for technical support and login issues.
Conditions of Employment:
I am prepared, with or without accommodations, to do the following:
- Commit to a full-time 40-hour work week schedule. (Please note that flexible work schedule requests will be subject to supervisor approval.)
- Adjust my work schedule occasionally to align with business needs, which may entail working evenings and weekends.
- Perform my job duties either remotely from home or in-person at the designated DOH site location.
- Travel periodically within the state of Washington.
- Possess the legal ability to operate a state or privately-owned vehicle or arrange alternative transportation for official state business.
- Engage in emergency response exercises and high-priority assignments as assigned during emergency events.
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Supplemental Information
This recruitment may be used to fill positions of the same job classification across the agency. Once all the position(s) from the recruitment are filled, the candidate pool may be used to fill additional open positions for the next sixty (60) days.
Only applicants who follow the directions and complete the Application Process in-full will have their responses reviewed for consideration.
Experience and education selected, listed, or detailed in the Supplemental Questions must be verifiable on the submitted applicant profile.
