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Career Opportunity

IS Business Analyst-Principal - 311 Customer Service Center-1054-120535

Recruitment: RTF0120534-01123479

Published: April 10, 2023


Aarti Lata -

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

Department: City Administrator
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 10 What does this mean?
List type: Combined Promotive and Entrance


The Office of City Administrator and its 20+ divisions and departments operate core internal and public-facing services. Our vision is to lead the nation in public administration and to enable City departments to effectively deliver critical public services. We aim to help the City run better, to connect San Francisco residents and constituents to the vital public services they seek, and to create a meaningful, diverse and inclusive work culture that is the place of choice for people who are invested in a career in public service.  To learn more about our departments, divisions, and programs, click here:

The San Francisco 311 Customer Service Center (SF311) connects residents and visitors with easy access to government services and information through the phone, web, and mobile. SF311 strives to simplify and improve work processes and remove barriers for requesting service or information. SF311 prides itself on innovation and hard work and has handled over 23 million calls since its launch in 2007 and over 70% of service requests are submitted via self-service options. 

We offer flexibility with a hybrid remote and in-person work environment with a minimum of 20% of time spent in our office in San Francisco, California. (Must be a California resident). 

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

  • Application Opening: 3/13/2023 
  • Application Deadline: 4/10/2023
  • Compensation Range: $136,162- $193,830 
  • Recruitment ID: 120535 

Role description

Under the general supervision of the 311 Customer Service Center Deputy Director, this position supervises the staff who analyze, document, and improve processes for all City agencies using the enterprise Customer Relationship Management software.  This position acts as a technical specialist and project manager for SF311 and is directly responsible for delivering and updating critical services for the public and City staff. Working in conjunction with other departments and technical staff within SF311, this position assumes technical responsibility for the completion of major projects; and oversees or performs all or most of the systems development life cycle and ongoing administration functions, including analysis on needs, cost-benefit , structured systems,  design, and feasibility , technology and software assessment, project planning and management, implementation and testing, conversion to production status, technical and procedural documentation and end-user training.

The 1054 IT Project Manager will perform within a broad framework of general policy and requires creativity and resourcefulness to accomplish goals and objectives, and in applying concepts, plans and strategies which may deviate from traditional methods and practices.

The IT Project Manager will have both a supervisory and an operational role, requiring the ability to shift from acting as a supervisor or lead to acting as the expert. Sample responsibilities include:

  • Ensure the City CRM, Integration, and Reporting Services provided by SF311 are available and continually improved to meet the needs of the City's residents, visitors, employees, and partner agencies.
  • Oversee management of multiple projects including scope, schedule, cost, performance, resources, and execution.
  • Manage the work of the SF311 Technical team to ensure successful achievement of division and City goals.
  • Analyze, develop, and deploy processes that enhance the accessibility and equity of services to all populations within the City and County.
  • Coordinate actions with the SF311 IT Manager to improve information/network security and comply with the increased range of Cybersecurity risks and requirements.
  • Oversee the development of digital assets such as Online Forms, portals, knowledge, and mobile applications.
  • Design and distribute reports internally and to other agencies using Business Intelligence (BI) reporting tools such as Power BI, Visual Studio, and SQL.
  • Provide team leadership and ensure continuous improvement of SF311 processes as well as mentoring of other employees.
  • Coordinate the flow of information and service requests with all Verint (CRM) and Integrated agencies.  Oversee business continuity and disaster recovery policy management to ensure availability of SF311 services.
  • Represent 311 on committees, Emergency Operations Center (EOC), or Joint Information Center (JIC) as required. These meetings may take place outside of normal working hours.
  • Ensure that appropriate policies and procedures are followed by subordinates; review and recommend a variety of personnel actions in such areas as performance evaluation, training, selection and disciplinary measures;
  • Analyze and recommend procedures consistent with departmental directives, policy regulations that are developed by higher-level management staff.
  • Perform related duties and responsibilities, as assigned.

Nature of Work: Full-time, usually Monday through Friday, with flexible hours between the hours of 7:00 am and 6:00 pm. Teleworking may be allowed up to 3 days/week, but applicant must be able to meet the City's telework policies and management reserves the right to cancel at any time. Additionally, this position will require applicant to be available to work occasional weekends and holidays whenever necessary due to the department's 24x7 operations.

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 performing data entry. May involve extensive VDT exposure.

How to qualify

Education: 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].

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 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.

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 performing data entry. May involve extensive VDT exposure.


  1. One-year full-time employment is considered equivalent to 2000 hours (2000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.
  2. A valid out-of-state driver’s license is acceptable during the application process. A valid California driver's license must be obtained prior to appointment and maintained throughout employment.
  3. Applicants must meet minimum qualification requirements by the final filing date unless otherwise noted.
  4. Employees for the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules.

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.

  • Project Management Professional (PMP) Certification
  • Experience with Business Intelligence (BI) reporting tools such as PowerBI, SQL Reporting Services, Excel, Visual Studio, SQL, or Tableau
  • Customer Relationship Management (CRM) experience: developing processes, scripts, online forms, managing content, and user administration
  • Advanced-level skills in business systems analysis methodologies and techniques including requirements gathering, documenting, and reporting; preparing functional specification documentation, system and user testing techniques and documentation, process flow and diagramming, and logical and physical database design


“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.

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.

What else should I know?

SELECTION PROCEDURE/EXAMINATION REQUIREMENTS:  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.

Behavioral Consistency Questionnaire (Weight 100%): Candidates deemed to meet the minimum qualifications will be invited to participate in a Supplemental Questionnaire designed to measure their relative knowledge, skills and abilities in job-related areas, which may include, but not be limited to: Knowledge of project management process including software development lifecycle (SDLC); Knowledge of practices and techniques of supervision; Knowledge to provide technical leadership in use of the following technical languages: HTML, XML, CSS, Java, and Javascript; Knowledge of database architectures and queries such as SQL; Ability to supervise, train and evaluate assigned staff; Ability to prioritize and delegate work and identify tasks and direct complex projects to completion; Ability to determine unique and innovative solutions to business process analysis problems; Ability to analyze customer needs and develop optimized electronic processes using CRM, reporting, and integrations; Ability to design and distribute reports internally and to other agencies using Microsoft Business Intelligence technologies (Visual Studio, Report Builder, Power BI, and Tableau); Ability to develop new features for information systems and maintain existing systems; provide technical and operational support; Ability to establish and maintain good working relations with department personnel, staff, vendors, peers and management; understand and learn a variety of business procedures and processes; Ability to understand the principles of Business Continuity Plans and Operations and incorporate principles in application design; Skill to author SQL queries and create Power BI reporting dashboards.

A passing score must be achieved on the written examination in order to be ranked on the eligible list. 

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., because 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 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:


Applications for City and County of San Francisco jobs are only accepted through an online process. Visit and begin the application process.

  • Select the  "Apply Now" button or “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.

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

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst at []

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.