L&I IT Business Analyst -Journey

Description

Our Mission: Keep Washington Safe and Working!

Our Values: Customer Focus, One L&I, Respect, Diversity, Equity and Inclusion, Learning and Growth, Reliability

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 shepherd 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.

In this position, you will perform professional-level business analysis and technical support for multiple enterprise information systems. In addition, you will also support onboarding activities for new Insurance Services employees and serve as a liaison between business area users and IT teams to identify issues, communicate requirements, and support successful implementation of technology improvements.

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

• Demonstrated critical thinking and analytical skills.
• Familiarity with Agile / Scrum practices.
• Ability to review, independently interpret, analyze, and apply specialized program policies and procedures to 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.
• Ability to work independently and effectively organize multiple assignments involving competing priorities to produce work products that are accurate, thorough and on time.
• Your willingness to learn by showing self-initiative to develop and upgrade your skills, enhance your knowledge, and learn new technology.
• Demonstrated ability to build rapport and partner with others to contribute to team cohesion.
• Knowledge of Insurance Services’ Workers’ Compensation claims management processes and Independent Medical Exams.

Duties

Some Of What You Will Do

• Monitor, analyze, detect and resolve complex application and system issues.
• Serve as subject matter expert for complex issues involving Insurance Services application/system data and data collected by other divisions and external agencies.
• Maintain application and system administrative tables. Uses software tools such as STARS, ITSM, Azure Dev-Ops (ADO), AgilePoint, Power BI, SharePoint, EOS reporting, and many others.
• Provide consultation and make recommendations to customers for application and system changes that meet their needs and to prevent application and system outages.
• 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.
• Use ADO to create backlog items, document user stories, acceptance criteria, testing progress, and deployment schedules.
• Design documents for completeness and testability.
• Develop and execute change management plans, coordinating implementation changes.
• Create test data and test plans to ensure new and revised systems meet the customers’ needs.
• 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.
• And much more!

Qualifications

Required:

• Four years of progressive and increasingly complex Information Technology experience such as consulting, analyzing, designing, programming, installing and/or maintaining computer software applications, directing IT-related projects, providing customer or technical support; or supervising staff that performed work composed any of these Information Technology disciplines.
• A Bachelor’s or Associate’s degree in an IT-related field may substitute for up to two years of Information Technology experience.

AND

• Two 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 Equity-based 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.
• Professional level Lean Facilitation 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.

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 positions where in-office work is necessary, the frequency of telework will be discussed with the supervisor of the position at the time of offer.

For this position, you will be allowed to telework up to full time with the expectation of working from the office one day a month. In addition, you will be expected to attend in-person meetings and trainings, upon business need. The assigned duty station for this position is Tumwater, Washington.

Application process

We will contact the top candidates directly to interview for this position. Because we base the selection on information provided by you, it is in your best interest to identify the knowledge, skills, and abilities that address the required and desirable qualifications described in the announcement.

Please Include The Following Documents With Your Application

• A cover letter describing specific qualifications.
• A current resume detailing applicable experience and education.
• A list of at least three professional references with current telephone numbers.

Your application may be considered incomplete without these attachments.

Please do not attach or place any medical information (vaccination status included) 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 bytheWashington 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] .