Information Technology Services Division
(1) Full-time position
| Salary: | Salary range 70 ($66,420 - $87,096 annually DOQ) |
| Recruitment number: | J1909ITS60257RB |
| Location: | Lacey, Wash. |
| Opening date: | October 19, 2009 |
| Closing date: | Open until filled |
This position must be filled as soon as possible. It is at the hiring manager’s discretion to close this recruitment at anytime.
The opportunity
This position serves as the highest level authority for the agency in the information technology specialty area of call center Computer Telephony Integration (CTI) systems. It provides the strategic direction for Telecenter CTI technology by researching current and future trends, customer requirements, implemented technology and develops architecture to include futures roadmap, design, implementation and planning ensuring the Telecenters operate optimally; both now and in the future.
Major duties
- This expert professional level position, designated in writing, provides technical and organizational leadership in the specialized area of call center Computer Telephony Integration (CTI). Possesses advanced technical as well as business knowledge and grasps the overall impact of call center CTI such that it is trusted by management to independently deal with high risk, high profile initiatives that may impact significant/fundamental public services.
- This position translates technological options into business terms and interacts with executive management to create technology solutions to mission critical business problems.
- Serves as management advisor and technical consultant to enhance and maintain on-going operation of CTI applications within the call center voice and data communication systems, to include components, appliances, systems, hardware and software.
- Responsible for the agency’s strategic planning and policy development in call center CTI;
Develops agency-wide information technology system architecture. - Develops system architecture for integration into multi-agency and multiple vendor systems;
Project leader for integrating new technologies with existing technologies. - Negotiates service level agreements for major, mission critical services.
- Provides expert professional operational support of the agency’s call center voice and data communications systems.
Required qualifications
A Bachelor’s degree including 9 semester or 15 quarter hours of computer science courses and five years of consultative, administrative, or supervisory experience in information technology analysis, system maintenance, or troubleshooting/problem resolution experience, or analyzing, designing, or programming computer systems applications or databases.
OR
An Associate’s degree or completion of an accredited vocational training program in an information technology or related program and six years of consultative, administrative, or supervisory experience in information technology analysis, system maintenance, or troubleshooting/problem resolution experience, or analyzing, designing, or programming computer systems applications or databases.
OR
One year as an Information Technology Systems Specialist 4 or an Information Technology Application Specialist 4 or equivalent or higher.
Consultative, administrative, or supervisory experience in information technology analysis, system maintenance, or troubleshooting/problem resolution experience, or analyzing, designing, or programming computer systems applications or databases will substitute for education on the basis of one year of experience for two years of education.
A Master’s degree will substitute for one year of the required experience except for the specified Information Technology Systems Specialist 4 or Information Technology Application Specialist 4 requirement.
Special requirements:
Two years experience that demonstrates an enterprise level of knowledge and application of theories, principles, and practices of Computer Telephony Integration (CTI) systems.
Desired qualifications
Two years experience as project manager for integrating new technologies with existing technologies to include formal documentation of project charter, methodology, communications, risk, change control and milestones.
Why we work here
Employment Security employees:
- Make a difference in the lives of people looking for work.
- Receive affordable, quality healthcare, including medical, dental, and vision options.
- Get a generous, paid time-off package.
- Enjoy an employer-funded retirement plan.
- Can sign up for a deferred-compensation program, flexible-spending accounts and tuition reimbursement.
- Work in a challenging and fun environment with creative, talented, and diverse individuals.
How to apply
Complete and submit:
1) To download an ESD application, click the link below.
ESD Application
2) Letter of interest describing how you meet the qualifications for this opportunity
3) Résumé
Send your complete applicant package via e-mail to HRrecruiting@esd.wa.gov. Please reference the recruitment number in your email subject line.
To be considered for this position, you must submit a complete applicant package and follow the application instructions. Incomplete applicant packages will not be considered.
- Application materials must be in Word format (no PDF or scanned files).
- A signature is not required on the application form.
- Please do not password-protect the application form.
- Only electronically submitted materials are accepted.
The application package will be evaluated on quality and completeness as part of the screening/evaluation process. Should you have any questions regarding the application process please check the Frequently Asked Questions - Jobs at Employment Security page.
Agency profile
Employment Security Department (ESD) is one of the largest executive agencies in Washington State government.
The mission of Employment Security Department is to help Washington's workers and employers succeed in the global
economy by delivering superior employment services, timely unemployment benefits, and a fair and stable unemployment
insurance system.
Information Technology Services Division profile
ITSD supports and maintains the agency's computer systems and provides technical assistance in the installation and operation of personal computers and software.
Other information
As a condition of employment, the successful candidate accepting this position must comply with the Union Security clause contained in the Collective Bargaining Agreement between the State of Washington and the Washington Federation of State Employees.
Employment Security Department is an equal opportunity employer and provider of employment and training services. Auxiliary aids and services are available upon request for individuals with disabilities.
Individuals with disabilities needing assistance in the application process or needing this job announcement in an alternate format should provide contact information via e-mail, or via telecommunications device for the deaf at 800-676-3777.
