Washington State Health Care Authority

Client Services Representative

• Strategic Leadership in Technical Operations and Systems Engineering
• Strategic Alignment & Standards: Guide system engineering to support business goals, approve technology standards, and prioritize initiatives like device management and endpoint security.
• System Design & Deployment Oversight: Review and validate infrastructure deployments for scalability, compliance, and performance across client systems and cloud services.
• Security & Service Administration: Collaborate with the Security team on endpoint protection, manage O365 tenant configurations, and ensure SharePoint and cloud services are properly maintained.
• Performance Monitoring & Reporting: Track key metrics (uptime, patching, incident resolution), communication risks and progress to leadership, and conduct regular system health reviews.
• Policy Compliance & Audit Readiness: Enforce IT policies, managing licensing and access controls, and support internal and external audits for compliance across systems and services.
• Supervise Client Support and Prod control teams, setting daily tasks and performance goals.
• Monitor and triage IT helpdesk tickets, ensuring timely resolution and escalation.
• Lead development and optimization of ITSM workflows and automation using Lean principles.
• Facilitate post-implementation reviews and continuous service improvement efforts.

Client Services – Production Control Manager