Customer Service Internal Execution Support Analyst (Exec Analyst II U)

About the City

With almost one million residents, San José is one of the most diverse large cities in the United States and is Northern California’s largest city and the 12th largest city in the nation. San José’s transformation into a global innovation center has resulted in one of the largest concentrations of technology companies and expertise in the world.

About The City Manager’s Office of Policy, Administration, and Intergovernmental Relations

The City Manager’s Office provides strategic leadership that supports the Mayor and City Council and motivates the organization to deliver high quality services that meet the community’s needs. The City Manager’s Office of Administration, Policy, and Intergovernmental Relations (API), under the direction of the Director, coordinates internal budgets and hiring, citywide public policy, and legislative affairs. It provides the City’s Leaders, Administrators, Directors, and staff with support, coordination, research, and strategic analysis of the city’s critical needs, programs, policies, and services.

About the Position

The City Manager’s Office of Administration, Policy, and Intergovernmental Relations is recruiting for an Executive Analyst II position. The Executive Analyst I/II will act as the City’s new Customer Service Internal Execution Support Analyst and report to the Customer Service Assistant to the City Manager. The Customer Service Internal Execution Support Analyst will be a part of the City’s new customer service governance team and provide project management and implementation support to the new Customer Service Assistant to the City Manager and Senior Executive Analyst on customer service recommendations and transformation initiatives and lead customer service information collecting and process mapping activities across Departments.

Strong written, verbal, and interpersonal skills are essential for this position. A successful candidate will be knowledgeable in assisting in the development of policies and procedures and in the documentation of complex information. Previous experience in local government, customer service, and/or service delivery is beneficial.

This position is currently funded through June 30, 2026, with the potential to extend based on resource availability.

Key position responsibilities include, but are not limited to:

• Support the day-to-day operations and tasks of the new Customer Service Governance Team including but not limited to: Long-term strategic customer service initiatives; Community engagement; Customer service technical and business capabilities assessments; Policy and procedure creation; Learning and development initiatives; and Performance management initiatives
• Collect, process, and organize relevant customer service information from Departments.
• Gather, organize, and evaluate data related to specific customer service issues, programs or projects and perform other administrative functions as assigned.
• Lead business process documentation efforts and facilitate decision-making around business process improvements with key stakeholders.
• Conduct and expand on best practices research to support the new Customer Service Governance Team’s activities and initiatives.
• Support preparation of reports and recommendations for the City Manager.
• Provide support to team members and the Information Technology Department on the preparation for and implementation of citywide technology solutions.

Minimum Qualifications:

Education and Experience

• Executive Analyst I: Bachelor’s Degree from an accredited college or university in business or public administration or a closely related field.
• Executive Analyst II: Bachelor’s Degree from an accredited college or university in business or public administration or a closely related field; and two (2) years of increasingly responsible professional staff analytic or administrative experience at the level of Executive Analyst I with the City of San Jose.

Acceptable Substitution: Experience as a Staff Specialist with the City of San José may be substituted for the education requirement on a year for year basis.

Desired Qualifications:

A successful candidate will possess the following skills, as demonstrated from past and current employment history:

• Support customer service, customer experience, and/or customer-facing service delivery projects and initiatives, including the ability to establish and maintain effective working relationships with team members and across Departments; and the ability to collaborate and communicate effectively.
• Support customer service projects and projects involving process mapping and design, including the ability to engage and lead discussions with other City departments and stakeholders; understand and document complex processes; think analytically about processes and propose improvement opportunities; the ability to organize complex information from a variety of sources, and established record of attention to detail.
• An understanding of, and appreciation for, the complexities of local government processes and practices; including the ability to identify opportunities in challenging situations, learn quickly, lead creatively, solve problems holistically, prioritize duties contextually, and work well in teams
• Experience in customer service or service delivery with demonstrated ability to resolve customers’ needs and deliver services effectively, efficiently, and equitably.
• Experience supporting customers with a reliable, empathetic, and solutions-oriented rapport;
• Ability to shape conditions and relationships that enable access and navigation of services; and
• An understanding of key equity concepts as they relate to access to public services and opportunity pathways.

Job Competencies:

• Collaboration: Develops networks and builds alliances; engages in cross-functional activities.
• Analytical Thinking: Approaches a problem or situation by using a logical, systematic, sequential approach.
• Reliability: Completes quality work assignments in a timely and efficient manner; fulfills responsibilities and maintains confidentiality as appropriate.
• Continuous Improvement: Actively identifies new areas for learning and regularly creates and takes advantage of learning opportunities.

Selection Process

To be considered for this position, you must fill out the online application available on the City of San José website. The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to the Job Specific Questions. Only the candidates whose backgrounds best match the position will be invited to proceed in the selection process. Additional phases in this process may consist of additional interview(s), practical exam(s), writing sample(s) and/or reference checks.

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in these classifications, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.

You will be prompted to answer the following Job Specific Questions during the online application process. Please note that there is a 4,000-character limit, including spaces, for each text response

Job Specific Questions:

4. Describe your experience with city government, or city services.

5. Describe your approach for effectively working with others.

If you have questions about the duties of these positions, the selection or hiring processes, please contact Jessica Lowry at jessica.lowry@sanjoseca.gov, or Edwin Huertas at Edwin.huertas@sanjoseca.gov.

The City of San José will NOT sponsor, represent, or sign any documents related to visa applications/transfers for H1B or any other type of visa which requires an employer application.

Per the City’s COVID-19 Mandatory Vaccination Policy, the City requires all new hires to provide proof of vaccination as a condition of employment absent an approved medical or religious exemption. “Fully vaccinated” means the employee has received two doses of Pfizer, Moderna or Novavax or a single dose of Johnson & Johnson.

To apply, please complete an application via the City of San José’s website at www.sanjoseca.gov/citycareers. This position will close on Monday, August 28, 2023 at 8:00am PT. Please submit your application by that date if you would like your application to be included in the first review.

Please allow adequate time to complete the application and submit before the deadline or the system may not save your application. If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided. IF YOU DO NOT RECEIVE THE CONFIRMATION, please email CityCareers@sanjoseca.gov and we will research the status of your application. Please contact Human Resources at (408) 535-1285, or Human.Resources@sanjoseca.gov if you have any questions.

Additional Information

City Manager’s Office Website

Benefits

California Equal Pay Act

Unit 99 represents these classifications