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Career Opportunity

SAWS IS Business Analyst-Principal – Information Technology - San Francisco Human Services Agency (1054) (127667)

Recruitment: RTF0127666-01120679

Published: February 15, 2023


Valerie Tieu -

Apply using SmartRecruiters, the City and County of San Francisco's application portal Learn More

Department: Human Services Agency
Job class: 1054-IS Business Analyst-Principal
Salary range: $142,714.00 - $203,138.00
Role type: Permanent Civil Service What does this mean?
Hours: Full-time
Exam type: Position Based Test
Rule: Rule of 3 What does this mean?
List type: Combined Promotive and Entrance



This announcement has been amended and extended to reflect changes with the application deadline.  Applicants who already applied under Recruitment PBT-1054-127667 during the filing period February 2, 2023 through February 15, 2023 need not reapply and will be included in the applicant pool.

2/15/23: Extended application deadline to March 2, 2023

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

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.

Role description

We are looking for a highly motivated and team-oriented individual to join our team of business analysts who support an ecosystem of apps used to provide timely services and benefits to San Francisco’s most vulnerable residents.

This role operates in the intersection between business process and systems.  While you need to have technical aptitude, you do not need to perform application coding or possess network engineering skills.  The responsibilities are geared more towards analyzing how welfare rules and regulations impact how the system is administered, and troubleshooting technical issues within the context of business policies and operations.   This requires a working knowledge of business practices and rules and regulations governing public assistance programs.

Your key role is to manage and maintain a statewide automated welfare system (SAWS) and other case management tools used by our internal staff.  Our current SAWS is called CalWIN, a highly-complex, multi-faceted case management system used by staff to determine eligibility to various public assistance programs such as CalFresh, Medi-Cal, CalWORKs, CAAP, Employment Services, and Foster Care.  It is complemented by several apps that support benefit issuance and management reporting as well as several public-facing apps that allow our customers to self-serve and access services and information.

In the fall of 2023, CalWIN will be decommissioned and replaced by a new computer system called CalSAWS.  This presents an exciting opportunity for you to experience a major system migration and support the Agency as it moves toward a unified, integrated eligibility and case management system.

The successful candidate is analytical and has a high capacity to process and curate rapidly-evolving information; adaptable and able to pivot quickly as circumstances demand; able to comprehend complex welfare policy and analyze cross-impacts on systems and business processes; ability to work collaboratively with internal and external stakeholders; and bridge communication gaps between these groups to ensure successful system implementation. 


According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job class and are not intended to be an inclusive list; may include additional duties as assigned.

  1. Supports CalWIN maintenance and operations activities through final decommission when the county migrates to CalSAWS.
  2. Leads and manages highly complex tasks related to the CalSAWS project and contributes to project deliverables through design, development and/or review of work products and deliverables with a focus on data clean-up and conversion, business process redesign, and implementation. 
  3. Collaborates with project directors and other project managers on projects tasks, reporting and project documentation; provides support to other project managers.
  4. Prepares a variety of documents often of a highly sensitive nature requiring the exercise of organizational acumen; uses appropriate software programs (MS Project, etc.) in order to effectively communicate information to various audiences.
  5. Plans, organizes, assigns, and evaluates the work of lower-level analysts assigned to the project team; with staff, develops, implements, and monitors work plans to achieve assigned objectives.
  6. Identifies impact of CalSAWS on business processes and ancillary systems. Leads data clean-up and conversion effort. Assists with implementation activities. 
  7. Analyzes highly complex operational, financial, program, and other issues and makes recommendations on appropriate courses of action; leads and participates in the development of options and positions that meet project objectives and best balance the interest of various stakeholders; develops and/or recommends the development of major policies and processes to address problems or improve operations by applying the results of research and analysis of pertinent information in order to ensure the highest level of project success. 
  8. Interacts with a variety of individuals (e.g., vendors, managers, line staff, representatives of external organizations, consortium, and state staff) often on highly sensitive, contentious and confidential issues; run committees and workgroups; participates in meetings to make presentations, provides advice and/or consultation services, resolves conflicts, mediates disputes, and negotiates agreements; coordinates with various programs and units within and outside the agency to ensure that systems and processes are successfully implemented. 
  9. Develops and implements training and test plans as needed.
  10. Supports implementation plan; monitors processes and programs by gathering and analyzing relevant information in order to ensure that program processes are capable and stable; monitors emerging issues and concerns in order to develop timely and proactive responses, including developing workarounds and requests for enhancements. 
  11. Upon migration to CalSAWS, supports CalSAWS stabilization, maintenance, and operations tasks.

How to qualify

1. Education:

  • An associate degree in computer science or a closely related field from an accredited college or university
  • Its equivalent in terms of total course credits/units [i.e., at least 60 semester or 90 quarter credits/units with a minimum of 20 semester or 30 quarter credits/units in computer science or a closely-related field];


2. Experience: Five (5) years of experience in the information systems field, including system analysis, business process design, development and implementation of business application solutions or IT project management.

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 30 semester units / 45 quarter units with a minimum of 10 semester / 15 quarter units in computer science or a closely related field.


In addition to the Minimum Qualifications above, applicants must have the following experience in order to qualify:

1. Five (5) years of recent and verifiable experience in Welfare Technical Application Experience;


2. Three (3) years of recent and verifiable experience in Project Management IT Application Design and Development. 

Experience under minimum qualifications and under special conditions #1 and #2 above can be gained concurrently.

The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this class code.



The stated desirable qualifications may be considered at the end of the selection process when candidates are referred for hiring.

  • Knowledge and experience supporting automated welfare systems such as CalWIN, C-IV, LRS and CalSAWS
  • Knowledge of and experience working with public assistance programs such as CalFresh, Medi-Cal, CalWORKs, General Assistance and Foster Care
  • Hands-on experience supporting management and implementation of large, complex technology projects with multiple stakeholders
  • Business process redesign experience
  • Experience working in a government setting
  • Competency with the following tools:
  1. MS Word
  2. MS Excel
  3. MS Project or other project management tools
  4. Visio

**Applicants must meet the Minimum Qualifications and Special Conditions requirements by the final filing date unless otherwise noted. **

Note: Applicants who meet the minimum qualifications and special conditions are not guaranteed to advance through all of the steps in the selection process.



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

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:

Oral Examination (Weight: 100%):

Candidates who meet the Minimum Qualifications will be invited to participate in the Oral Examination; 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 information systems; ability to develop and implement policies, systems and procedures; ability to identify, analyze and report upon activities, issues, and problems and recommend appropriate solutions; ability to establish and maintain effective working relationships; ability to manage, supervise, train, and coordinate staff.

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 Oral Examination in order to continue in the selection process.

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.

What else should I know?

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 12 months, and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see

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

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

How to Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit 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 (,,,,,,,,,,,,,, and

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, Valerie Tieu, by telephone at (415) 557-5031 or by email at 

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

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

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.