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Career Opportunity

Senior ServiceNow Implementation Specialist - Department of Technology (1054)

Recruitment: RTF0125868-01123376

Published: September 19, 2023


Carol Wong -

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

Department: Technology
Job class: 1054-IS Business Analyst-Principal
Salary range: $139,568.00 - $198,666.00
Role type: Permanent Exempt What does this mean?
Hours: Full-time


This announcement has been updated to adjust the Company Description.


In addition to submitting your application, you MUST submit the Supplemental Questionnaire found here:

Applicants must complete the supplemental questionnaire prior to starting the online application process.  Application will not be reviewed without completed supplemental questionnaire.


Why Work for the Department of Technology (DT)? DT is the centralized technology services provider in the City and County of San Francisco (CCSF). We deliver technology infrastructure and services to approximately 33,000 employees! With an annual operating budget of over $140M and approximately 260 employees, DT provides a host of services that range from Public Safety radio and wiring and Network services to Enterprise Support and the Cloud.

Benefits of Working for CCSF:  In addition to challenging and rewarding work, the City provides a generous suite of benefits to its employees.

  • Job security, pension, and robust retirement options
  • Competitive pay with consistent bi-yearly or yearly increases
  • Hybrid Work with a minimum of 20% of time spent in our office in San Francisco, California for all IT related roles
  • Generous paid time off, family leave, and more!
  • Diverse work environment in a diverse city
  • Union protections and representation
  • Career development and growth — move between departments, learn on the job, or take subsidized/reimbursed classes!

PEOPLE-CENTERED SOLUTIONS — have a powerful, meaningful effect on the community each day with people at the heart of every solution!

CLOSING THE DIGITAL DIVIDE — bring the benefits of the internet to low-income and marginalized residents!

SHINE A LIGHT ON WHAT MATTERS — join an award-winning production team at SFGovTV to help residents watch legislators or learn more about what makes this City great!

DRIVE INNOVATION — deliver new, cutting-edge technology to residents and city partners to help San Francisco serve its residents!

Role description

The Department of Technology is seeking an experienced, sharp analytical thinker IT professional who’s adept at ServiceNow with advanced business analysis skillset and in-depth knowledge of design, development, configuration of Core ServiceNow suite of applications (i.e., IT Service/Business Management, IT Asset Management) as wells as building ServiceNow Custom applications, and ITIL best practices to serve as a senior level ServiceNow Implementation Specialist. This role is reporting to the ITSM Program Director (ServiceNow Platform Manager).

Under general direction, this position oversees the more difficult and complex aspects of the systems development cycle for ServiceNow, including needs analysis, structured systems analysis and design, feasibility analysis, technology and software assessment, project planning and management, system installation, implementation and testing, conversion to production status, technical and procedural documentation, user training, and post-implementation assessment and administration; may be the primary MIS resource for an organization with a complex system.

Successful candidate (A) will demonstrate the ability to perform job functions in an independent manner, (B) must have a strong background in IT Service Management and IT Operations Management processes and solutions, and (C) possess deep expertise across the breadth of the ServiceNow platform.

Essential Job Duties and Functions:

  • Office of Contract Administration (OCA) business process automation (i.e., ServiceNow suite of OCA Waivers Custom Applications)
  • City Administrator Office (ADM) ICS 214 Custom Application
  • Department of Human Resources (HRD) ServiceNow Human Resources Service Delivery Configuration/implementation
  • Enhancements to the existing suite of ServiceNow Employee Performance Management Custom Applications
  • Enhancements to the existing ServiceNow Procurement Custom Application
  • Enhancements to the existing ServiceNow Catalog items
  • ServiceNow Platform upgrade
  • Works on and responsible for complex software applications research, development, conversion, and installation of ServiceNow Core (Out of the Box) and Custom applications (Digitizing business processes & Task automation)
  • Work with business stakeholders to troubleshoot application and integration issues
  • Development solutions for new ideas/demands and to non-recurring problems by analyzing, interpreting, and evaluating various precedents and data and conduct "walkthroughs" for proposed solutions to systems problems
  • Development related activities/phases of multiple complex projects/initiatives in parallel to successfully delivering ITSM/IT Business Management (ITBM) and custom solutions to achieve organizational goals and improve efficiencies
  • Leading technical development of additional module implementations within ServiceNow, including POC design, process modeling and gap analysis and mitigation
  • Programming/scripting and/or reverse engineering of the following:

           1) Angular JS/HTML/CSS/AJAX

           2) Client Side and Server-Side Scripting

           3) Business Rules, Script Includes, Client Scripts, UI Actions, Scheduled Jobs,                        ACLs, UI Scripts

Job Type:

The Permanent Exempt - Full Time position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is thirty-six (36) months and will not result in an eligible list or permanent civil service hiring.

Nature of Work:

Incumbent must be willing to work a 40-hour week as determined by the department. 

Work Location:

Incumbent will conduct the majority of work at the Department of Technology, (1 S Van Ness, Ave San Francisco, CA 94103).  However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.

If hired, incumbent must be a resident of or relocate to the State of California within 4 weeks as a condition of employment.

This position supports remote work. The incumbent may be permitted to work a hybrid schedule with their supervisor’s approval, after which they must work at least two days in the office every two weeks.

How to qualify


An associate degree in 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 computer science or a closely-related field].


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


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 computer science or a closely related field.

Desirable Qualifications

  • Minimum of 5 years of experience with ITIL Service Management and Business Management core processes (Solid/Advanced understanding of an ITIL framework and ITSM principles)

  • Experience with development and implementation of ServiceNow ITSM & ITBM core modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management, Project Portfolio Suites of application (PPS)

  • Minimum of 5 years of experience in an Admin/Developer/Implementer capacity administering an enterprise-wide, multi-tier ServiceNow production environment

  • Minimum of 5 years of experience with all scripted aspects of the ServiceNow system including Business Rules, Client Scripts, Script Includes, UI Actions, ACLs, Workflow Activities and Scheduled Jobs

  • Minimum of 5 years of experience with extending the ServiceNow schema to custom applications - System application design and development within Service Oriented Architecture to extend the core functionality of the platform

  • Experience with ServiceNow client and server-side JavaScript and the ServiceNow scripted APIs using scripted Web-Services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP, WSDL, JAXWS, SSO-SAML Setup and Integration of ServiceNow with third party systems/applications

  • Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other such technologies

  • Very strong ability to reason logically and creatively to identify and resolve problems by understanding high level direction, outlining technical approach, and implementing scalable solutions

  • ServiceNow Administrator Certification (CSA)

  • ServiceNow Implementation Specialist Certification (CIS)

  • ITIL® Foundation Certification    


1. Security Clearances & Background Investigations: Positions in this classification may require that successful candidates who become eligible for appointment may be required to go through a background investigation to determine the candidate’s suitability for employment in this classification. Factors considered in the investigation may include employment history, use of illegal/controlled substances. Reasons for rejection based on this investigation may include, but not limited to: applicable convictions, repeated or serious violations of the law, inability to accept supervision, inability to follow rules and regulations, falsification of application materials and/or other relevant factors. Failure to obtain and maintain security clearance may be basis for termination.

Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. 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.

What else should I know?

Appointment Type: Permanent Exempt (PEX) - Full Time, this position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The duration of this position is up to 36 months.


$136,162 to $171,288 annually ($65.4625 to $82.3500 hourly)

How to Apply:

  • In addition to submitting your application, you MUST submit this Supplemental Questionnaire
  • Your application MUST include a resume.  To upload, please attach using the "additional attachments" function.

You may contact Carol Wong via email at with questions regarding this opportunity.

Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

Helpful Information

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.