IS Business Analyst – Digital Services, IT – San Francisco Human Services Agency (1052) (151356)

Hybrid Workplace: This position offers a hybrid/flexible schedule. Employees may be permitted to work one (1) day on-site (in San Francisco office) and four (4) days from home (must be a resident of California; subject to periodic review and approval)

This is a Position-Based Test conducted in accordance with CSC Rule 111A.

• Application Opening – October 21, 2024
• Application Deadline – November 1, 2024
• Compensation: $108,056.00-$135,928,00 Yearly https://careers.sf.gov/classifications/?classCode=1052
• List ID: PBT-1052-151356; REF44929K444

At the San Francisco Human Services Agency, we believe in a San Francisco where everyone has the opportunity and support to achieve their full potential.  We are comprised of the Department of Benefits and Family Support, and the Department of Disability and Aging Services (DAS), and are united by our commitment to deliver essential services that support and protect people, families, and communities.

From financial, nutritional and employment support to child and adult protective services, health care coverage, affordable childcare, and in-home services for older adults and persons with disabilities, our team lends support for all in need.

Our Commitment to Racial Equity

As we work towards our vision of an inclusive San Francisco, we embrace our responsibility to root out systemic racism by creating services and a workforce which reflect the lived experiences and strengths of the people we serve. We are committed to fostering a work environment where our differences are celebrated and everyone has what they need to thrive--no matter their race, age, ability, gender, sexual orientation, ethnicity, or country of origin. Click here to learn more about what this commitment looks like in action.

Digital Services, a division within the Information Technology (IT) department, is a collaborative agile team that focuses on the rapid deployment of various innovative digital technologies across the SFHSA. We are dedicated to empowering our agency through the design, development, and delivery of simple digital solutions that enable the well-being of our clients, making them feel connected, valued, and supported.

ServiceNow is a critical product that Digital Services manages for IT service management and delivery to the SFHSA.  It is used across the agency for employee onboarding, IT requests, reporting incidents, tracking changes, maintaining equipment, and much more.

The IS Business Analyst will report to the 1070 Project Director and serve primarily as the ServiceNow Business Analyst as well as performing some Product Manager duties. The incumbent will be our primary customer interface, working with our internal clients to understand business requirements and pain points. Strong product skill in ServiceNow will also be required while working with the development team to translate these requirements into User Stories and development tasks. Under the direction of the director and the steering committee, the role will be responsible for managing the product backlog and setting the product roadmap.

Along with ServiceNow, this role will also support the Microsoft 365 (M365) custom solutions development team in a similar BA role; interfacing with clients and helping scope out custom product work in Microsoft SharePoint, Teams, Power Automate, Bookings, and Power Apps. The Business Analyst will assist our developers with feature testing, product level support and will have the ability to deeply understand both the ServiceNow and M365 products from the user’s perspective.

Digital Services is a fast-paced environment where creativity and out-of-box thinking are encouraged. Facilitating open dialogs and maintaining positive relationships of service with our clients are important to us. We pride ourselves on caring for each other while having fun as a team!

ESSENTIAL DUTIES AND FUNCTIONS

1. Manage ServiceNow and M365 projects by collaborating with users, developers, and stakeholders to ensure a common understanding of the work, eliminate blockers, map out project milestones, and keep projects on track.
2. Communicate with internal customers to generate user stories and gather requirements for ServiceNow and M365 custom development.
3. Work with the developers to translate user stories into technical requirements and development tasks.
4. Participate in daily stand-up meetings and provide feedback to developers, management, and users.
5. Keep a prioritized ServiceNow product backlog of all pending features and manage the product roadmap for feature development with product owners, the Steering Committee, and the developers.
6. Present status updates to the ServiceNow Steering Committee
7. Test new ServiceNow and M365 features and provide feedback to the developers.
8. Ensure proper documentation is maintained.
9. Lead product demonstration meetings where new features are presented to users and management.
10. Conduct user training.
11. Create and propagate a positive culture of openness and collaboration within our team and outwardly with our users and partners.

1. Education: An associate degree in business administration, public administration, information systems, economics, finance, computer science or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units [i.e., at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in one of the fields above or a closely-related field].

AND

2, Experience: One (1) year in the information systems field, including technical support, content management, administration of network applications or system analysis.

Substitution: Additional experience as described above may be substituted for the required degree on a year-for-year basis (up to a maximum of two (2) years). One (1) year is equivalent to thirty (30) semester units / forty-five (45) quarter units with a minimum of 10 semester / 15 quarter units in one of the fields above or a closely related field.

Completion of the 1010 Information Systems Trainee Program may be substituted for the required degree.

SUPPLEMENTAL INFORMATION

Essential duties require the following physical skills and work requirements: Some positions may require sufficient strength and coordination for lifting, pushing, pulling and/or carrying the weight of computer equipment. May require hand/eye coordination for semi-skilled movements, such as taking apart casings, installing parts and reconnecting computers and for per-forming data entry. May involve extensive VDT exposure.

DESIRABLE QUALIFICATIONS:

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

1. Experience administering and/or managing projects in ServiceNow
2. Experience working in administrative capacity with M365 (SharePoint, Teams, Power Automate, Power Apps, Bookings).
3. Agile experience and/or certifications

VERIFICATION OF EXPERIENCE AND/OR EDUCATION:

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at https://sfdhr.org/how-verify-education-requirements

Note: Falsifying one’s education, training, or work experience or attempted deception on the application may result in disqualification for this and future job opportunities with the City and County of San Francisco.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.

Selection Procedures:

Supplemental Examination (Weight: 100%):

Candidates who meet the Minimum Qualifications will be invited to participate in the Supplemental Examination Questionnaire. This exam is designed to measure knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of electronic data processing and its applications; installation procedures, hardware, software and maintenance of systems; database analysis; business applications development; systems implementation; common operating systems; ability to communicate effectively both orally and in writing; ability to establish and maintain good working relations; use logic and analysis to solve computer and systems problems; analyze and categorize data and information in order to determine the relationship of the data with reference to established criteria/standards; exercise judgment, decisiveness and creativity required in situations involving the evaluation of information against measurable criteria.

Candidate scores on this examination may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.

A passing score must be achieved on the Supplemental Examination in order to continue in the selection process.

Candidate exam responses will be vetted as appropriate using AI use detection software. Evidence of use of AI, plagiarized answers, or falsified information in exam responses will be addressed in accordance with Civil Service Rules related to fraud and cheating.

The above test components are considered standardized and, therefore, test questions and answers are not available for public inspection or review.

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Minimum Qualification Supplemental Questionnaire (MQSQ): Candidates will be required to complete a MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Eligible List/Score Report: A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be of six (6) months and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2023-24.pdf

Terms of Announcement and Appeal Rights:

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

Additional Information Regarding Employment with the City and County of San Francisco

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

How to Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “I’m Interested” button and follow instructions on the screen 

Applicants may be contacted by email about this recruitment and, therefore, it is their responsibility to ensure that their registered email address is accurate and kept up-to-date. Also, applicants must ensure that email from CCSF is not blocked on their computer by a spam filter. To prevent blocking, applicants should set up their email to accept CCSF mail from the following addresses (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Applicants will receive a confirmation email that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Ryan Brown, by telephone at (415) 798-0612 or by email at [email protected]. 

All your information will be kept confidential according to EEO guidelines.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.