Management Analyst (MA3)

We are dedicated to growing a culture of belonging through our values: 

Respect | Trust | Diversity | Inclusion | Equity

At the Department of Licensing (DOL), we recognize the importance of work life harmony and strive to create a culture where employees feel valued and respected. Our employees are trusted and encouraged to be a part of process improvements that impact their work, create value for our customers and help build trust in our government.


As one of the most visible state agencies and the second-largest revenue generator in Washington State, we engage with over 6 million residents each year and collect nearly $3 billion in taxes and fees. We understand that our services are vital to the daily lives of our customers, enabling them to live, work, drive, and thrive. We take this responsibility to heart and are dedicated to providing equitable and meaningful access to our services for every resident.

If you excel at process improvement, policy development, and working with diverse business partners to solve complex problems, we encourage you to apply today!

As the Management Analyst for the Application & Issuance Unit, you will oversee of the Registered Tow Truck Operator (RTTO) Indigent Program and support staff responsible for processing reimbursement applications. In this role, you will analyze operational and performance data to identify process improvement opportunities, develop and implement policies and procedures, and create and deliver training to support consistent program operations and compliance. You will collaborate with business partners with competing priorities to improve services and provide clear information about requirements. Your work will directly influence program effectiveness, service delivery, and customer experience.

Some of what you will do:

• Perform secondary review on reimbursement applications.

• Assist and respond to escalated inquiries.

• Maintain and update program-related data systems with information.

• Research files, documents, databases, and other sources to obtain clarifying information in order to assist business partners and applicants.

• Participate in rule amendments, budget/expenditure requests outside of standard operations, and interpretation of rule/statutes. 

• Review proposed legislation as a subject matter expert.

What you will bring to the role:

• Seven (7) years of experience conducting research, analyzing, and interpreting RCWs, WACs, state and federal laws, rules, regulations, statutes, policies and procedures and applying them in relevant work experience.

Up to four (4) years of relevant education may substitute year for year for experience.

Experience must include:

• Two (2) years of experience using Microsoft Suite office products including Excel, Word, and Outlook.
• The ability to:
  • Understand and follow agency values of respect, trust, diversity, equity, and inclusion through behaviors, and decisions.
  • Promote and support a respectful, equitable, and inclusive workplace for all employees.
  • Promote and support respectful, equitable, and inclusive delivery of services to customers.
  • Take action to learn and grow.
  • Take action to meet the needs of others.

What may help set you apart:

• Knowledge, understanding, or experience with specific Driver/Vehicle licensing laws, regulations, rules, policies, and law codes or experience in a Vehicle Licensing office.
• Experience reviewing legislation for impacts to programs, policies and procedures and knowledgeable of the legislative process.
• Experience with monitoring a budget and reconciling expenditures.
• Experience directing, leading, or assisting in managing a program ensuring progression toward achieving goals and objectives, and communicating statuses and other information to stakeholders and staff at all levels of an organization.
• Experience owning, tracking, and monitoring multiple projects with competing deadlines, following up with others as needed to ensure completion.
• Experience working in DRIVES, user interfaces, web-based applications, and retrieving, updating, or entering data accurately in unique department database systems.
• Experience building positive working relationships and establishing trust and credibility with stakeholder groups, responding to their questions and concerns, identifying opportunities and challenges, proposed solutions, and offering ideas for consideration.

Additional Conditions of employment:

• Prior to new hire, a preemployment check including criminal record history will be conducted. Information from the background check will not necessarily preclude employment but will be considered in determining the applicant’s suitability and competence to perform in the position.
• Verified reliability and malfeasance check for previous five years of employment.
• In addition, an acceptable fingerprint based criminal history background check is also required for this position, as a condition of employment. Fingerprints will be used to check the criminal history records of the FBI. You will have the capability to review and challenge any record through the FBI.

Come join us in changing the way government delivers services and help build a legacy of commitment to and excellence in diversity, equity, and inclusion! 

• Select the Apply button at the top of this job announcement. 

We value diverse perspectives and life experiences. We employ and serve people of all backgrounds including people of color, immigrants, refugees, women, LGBTQ , people with disabilities, and veterans. We value the unique traits and attributes that each employee brings to the job. Through the diverse perspectives of an inclusive workforce, we will create a more respectful, productive, and unified team to better serve the public of Washington.

Veteran/Military Spouse Preference Notice
To take advantage of veteran/military spouse preference, please notify the Talent Acquisition Team. Use a subject line that includes the title of this recruitment. 

The candidate pool certified from this recruitment may be used to fill future similar vacancies for up to sixty days.

We do not use the E-Verify system; therefore, we are not eligible to extend STEM Optional Practical Training (OPT). For more information, please visit www.uscis.gov.

Salary : $60,132 - $78,912