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. Who We’re Looking ForYou may be a strong fit for this opportunity if you enjoy learning complicated material and making it easier for others to understand. You can move comfortably between presenting to a group, writing detailed instructions, analyzing a system problem, and consulting with leaders about the best path forward.The ideal candidate brings experience with training, enterprise technology, tax or regulatory programs, business analysis, or operational improvement. You do not need to approach every challenge in the same way. Instead, you know how to assess your audience, select an effective communication or training method, and adjust based on feedback and results.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 successfully demonstrated through experience or education. To join our team, you must possess the following knowledge, skills, abilities, and competencies:Demonstrated experience researching, evaluating, and interpreting complex business processes or system functionality, gained through progressively responsible work with enterprise systems such as ATLAS or similar technology platforms.Demonstrated progressive experience interpreting, applying, and explaining complex tax and license laws, administrative rules, case law, and agency policies, gained through roles involving tax administration, compliance, investigations, adjudication, or related regulatory work.Proven ability to coordinate, develop, implement, and deliver training programs, including classroom, virtual, and resource based training, acquired through experience as a trainer, power user, or instructional support professional.Progressive experience creating, updating, and maintaining procedures or instructional materials using strong technical writing skills that were developed through roles involving process documentation or policy development.Demonstrated ability to consult with management and cross division partners by gathering information, analyzing impacts, and providing recommendations, obtained through experience supporting projects, system enhancements, or operational changes.Proven ability to communicate complex system updates, tax and license updates, new legislation, training needs, or procedural changes in clear, concise language to diverse audiences, as evidenced by prior work conducting presentations, writing updates, or facilitating meetings.Demonstrated skill in organizing and prioritizing multiple assignments in a fast paced, deadline driven environment, gained through roles requiring coordination of competing priorities or project timelines.Proven ability to analyze training effectiveness and adjust curriculum based on performance data, user needs, or system changes, developed through experience monitoring training outcomes or supporting continuous improvement efforts.Demonstrated ability to build and maintain collaborative relationships across divisions or program areas, acquired through experience partnering with management, trainers, or project teams to align procedures and training strategies.Progressive experience interpreting and communicating the impacts of system updates, service pack rollouts, or process changes, developed through roles requiring ongoing system monitoring or liaison responsibilities.Demonstrated ability to quickly learn and apply new and complex information, technologies, or procedures, gained through prior work adapting to evolving systems, tools, or program requirements.Demonstrate ethical leadership, professionalism and sound judgment. Maintain confidentiality, act with integrity, accept accountability for decisions and support difficult decisions. and consistently represent the organization in a trustworthy manner.Demonstrated ability to provide professional service to internal and external customers. Demonstrate respect, responsiveness and commitment to serving the public while balancing organizational priorities.Equity Competencies:The ability to take action to learn and grow.The ability to take action to meet the needs of others.Uses an equitable and inclusive approach.Learn about our Core Equity Competencies to understand the foundational skills, mindsets, and approaches we value and cultivate in our workforce.Preference may be granted to candidates who possess the following:Bachelor’s degree in business administration, public administration, law, public health, health administration, or a related field AND two years of demonstrated in-depth knowledge and understanding of a division’s business processes within the Department of Revenue.ORTwo years of demonstrated in-depth knowledge and understanding of the Taxpayer Services division’s business processes and procedures which include 1 year of professional experience in one (or more) of the following areas:Work performed supporting a large technology project similar to ATLAS in any of the functions below.Developing, implementing, tracking, performing, and evaluating system testing and results.Researching, analyzing, and recommending solutions for multidimensional problems having broad scope and impact to the agency, partners, and the public.Fulfilling a role as power user, deskside support, or trainer for any phase of project.Leading agency process improvement teams.Implementing long-range strategies plans.Work performed at the supervisor or lead level within a team or unit in Taxpayer Services.Additional experience may substitute year for year for education.Demonstrated in-depth knowledge and understanding of the Taxpayer Services division’s business processes and procedures, including:Knowledge of BLS processes and interactions with BLS Partners and customers.Knowledge of TIC processes and interactions with teams and customers.Coordinating, developing, implementing, and presenting training to staff on a team or unit in Taxpayer Services.Experience in Microsoft Office tools such as Word, Excel, PowerPoint, PowerBI, and Project.Experience creating E-learning training using Articluate 360 or similar software.To be considered:Complete your online application in detail, as it will be used as your initial resume.Attach a cover letter explaining how you meet the qualifications of this position.*Incomplete applications or applications received without these materials may be disqualified.*  To take advantage of veterans' preference, please attach your DD-214, member 4 long form, or your NGB-22. Please black out social security number and date of birth before attaching.Questions? Hello, my name is Lance, and I will be assisting with this announcement. As a 20-year Department of Revenue employee, I understand the importance of finding a rewarding career with a work-life balance. At Revenue, we pride ourselves in connecting talented individuals with opportunity and would like to answer any questions you have.  Please contact any part of the Staffing team at [email protected] or give me a call (360) 704-5725.     The Human Resource Division may use referrals from this recruitment to help fill future similar vacancies for up to six months. This position is covered by a collective bargaining agreement between the Department of Revenue and the Washington Public Employees Association (WPEA). The Department of Revenue is proud to be an equal opportunity employer. We embrace diversity and offer a respectful, inclusive culture for people with disabilities, as well as members of all protected groups and statuses. We encourage you to apply.If you need help during the application process, please call the Human Resources Office at 360-704-5731. Applicants who are deaf or hard of hearing may call through the Washington Relay Service by dialing 7-1-1 or 1-800-833-6388.