Career Opportunity

Workforce Experience & Engagement Lead (Hybrid Workplace) - Controller's Office (1054) - 01108168

Recruitment: RTF0134052-01108168

Published: May 12, 2023

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

About:

Controller’s Office

The Controller is the City’s chief financial officer.  Our team includes financial, technology, analytical, and other professionals who work hard to secure the City’s financial integrity and promote efficient, effective, and accountable government.  We hold ourselves to high standards and strive to be a model for good government.  We value the diverse backgrounds, perspectives and lived experiences of our teams and clients in everything we do.  We work in a collaborative and inclusive environment, promote equal opportunity, and invest in the professional development and well-being of our team members.  You can expect to work alongside colleagues who are committed to serving the public with integrity and want to see positive impacts from their work.  We are looking for smart, motivated individuals who want to make a difference and use government to play a role in solving our City’s issues, including addressing long-standing and harmful disparities in our communities.  For a career with purpose and professional growth, join us in the Controller’s Office!

Systems Division of the Controller’s Office:

The Systems Division of the Controller’s Office manages the City and County of San Francisco’s Enterprise Oracle and PeopleSoft Applications, which include Oracle Interaction Hub, PeopleSoft Human Capital Management (HCM), PeopleSoft Financials and Supply Chain Management (FSCM), PeopleSoft Enterprise Learning Management (ELM), and Oracle Business Intelligence.  These applications are branded locally as our SF Employee Portal, SF People & Pay, SF Financials, SF Procurement, SF Learning, and SF Reports and Analytics systems.  Collectively, these applications provide a robust, integrated platform that delivers mission-critical services to 55 City Departments, eliminating the need for hundreds of independent legacy systems and customized applications.  The division serves over 35,000 active City employees, 75,000 retirees and 25,000 City vendors (bidders and suppliers).  Peripheral and legacy applications also leveraged by the division include Oracle Identify & Access Management, Sherpa Budget Formulation & Management, Phire Architect, Control-M, and FreshWorks.  The technology implemented and maintained by the Systems Division provides standardization, transparency, and efficiency for the City’s crucial business processes.  Users are fully supported to ensure adoption of these interconnected systems.  

• Application Opening: 5/12/2023
• Application Deadline: Continuous 
• Compensation Range: $136,162 to $171,288 annually (Additional Steps available for internal Departmental approval)

Role description

Systems Division of the Controller’s Office:
The Systems Division of the Controller’s Office manages the City and County of San Francisco’s Enterprise Oracle and PeopleSoft Applications, which include Oracle Interaction Hub (iHub), PeopleSoft Human Capital Management (HCM), PeopleSoft Financials and Supply Chain Management (FSCM), PeopleSoft Enterprise Learning Management (ELM), and Oracle Business Intelligence.  These applications are branded locally as our SF Employee Portal, SF People & Pay, SF Financials, SF Procurement, SF Learning, and SF Reports & Analytics systems. Collectively, these applications provide a robust, integrated platform that delivers mission-critical services to 55 City Departments, eliminating the need for hundreds of independent legacy systems and customized applications. The division serves over 35,000 active City employees, 75,000 retirees and 25,000 City vendors (bidders and suppliers).  Peripheral and legacy applications also leveraged by the division include Oracle Identify & Access Management, Sherpa Budget Formulation & Management, Phire Architect, Control-M, and Freshservice.  The technology implemented and maintained by the Systems Division provides standardization, transparency, and efficiency for the City’s crucial business processes. Users are fully supported to ensure adoption of these interconnected functionalities. 

User Support & Engagement Team
Within the Systems Division, the User Support & Engagement team is responsible for supporting over 35,000 active City employees, 75,000 retirees, and 25,000 City suppliers who use our centralized and integrated systems. This includes reactive support, led by our 10-person User Support team who respond to over 25,000 customer service requests each year; as well as the proactive support this role will lead, including designing and delivering end user emails, alerts, notifications, release notes, process guides, and live and on-demand training.

The Role
We are looking for an accomplished and enthusiastic Workforce Experience & Engagement Lead who will critically review our current workforce engagement and digital adoption strategies, establish measurable adoption goals for all business lines, and partner with business line (i.e. product) leadership and stakeholders to increase adoption and improve user experience.

The ideal candidate will have experience leading organizational change and end user training for enterprise level applications with large and diverse user bases; excellent writing skills; strong presentation and design experience; and the ability to be simultaneously strategic and tactical in their approaches. PeopleSoft experience is not required; more important than PeopleSoft-specific experience, the ideal candidate must be comfortable in a data-driven environment, have an eagerness to learn and solve problems, and have an appreciation of data quality, analysis, and reporting.

As a member of the User Support & Engagement Team, this role will work closely with colleagues on the User Support and Training teams to identify common problems and propose proactive communication and/or training activities to improve the user experience and reduce the need for support. This position will work in a high volume, fast paced environment; so teamwork, a positive attitude, and the flexibility to prioritize the team’s needs are key. 

Under general direction, the incumbent is responsible for the following responsibilities, including but not limited to:  

1. Leading the evaluation and implementation of a Digital Adoption Platform to support end users across all business lines, working with stakeholders to understand challenges to adoption, defining measurable adoption goals, analyzing metrics, and monitoring adoption progress and ROI of digital adoption initiatives
2. Leading the design, development, and deployment of a standard Digital Adoption Roadmap and Governance Plan, including clear roles, responsibilities, style guide, and business processes
3. Leading the design, development, and deployment of standard System Notifications Governance Plan, including clear roles, responsibilities, style guide, and periodic review process for all end-user email notifications sent from Citywide Systems
4. Leading the design, development, and deployment standard Product Roadmap and Release Notes publication process for all business lines, including clear roles, responsibilities, style guide, and business processes
5. Leading the design, development, and deployment of internal Systems Division Workforce Engagement and Development Plans, establishing consistent and transparent two-way communications channels
6. Educating, training, and teaching end users through digital adoption platforms, e-learning, virtual and in-person sessions, workshops, and more
7. Critically reviewing our current Solution Center and developing a new Knowledge Base strategy and governance plan considering impacts of implementing a digital adoption platform
8. Leading Citywide adoption and workforce engagement initiatives from start to finish for all business lines, including the following standard deliverables and work products:
   1. Stakeholder assessments
   2. Organizational design assessments
   3. Training needs assessments
   4. Change impact and readiness assessments
   5. Change management and training strategies
   6. Communications and training plans
   7. User feedback and engagement plans
9. Directly supervising one Instructional Designer in support of Citywide adoption and workforce engagement initiatives
10. Providing strong leadership and proactive coaching to the direct and indirect reports through mentoring, career development, interpersonal skills, teamwork ethic, and building leadership skills
11. Managing team resources, including recruitment, performance goals, reviews, work, and training plans
12. Creating engaging content used for communications and training resources
13. Proactively identifying and developing improvements to change management strategy & methodology
14. Preparing presentations for the team and senior management highlighting performance in an easy-to-understand, executive-ready manner
15. Performing other duties as assigned

How to qualify

Education:

An associate degree preferably 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.

License and Certification:

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.

Desirable Qualifications:

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

• Strategic communications and organizational readiness or project management process improvement experience
• Experience writing and analyzing communications delivered in multiple formats and mediums
• Experience with one or more related disciplines change management, communication, engagement, training, digital adoption, and organizational readiness
• Prosci, CCMP, AMI or similar certification
• Experience with PeopleSoft FSCM, HCM, and/or ELM
• Experience defining, planning, negotiating, and executing business process change initiatives in conjunction with enterprise system implementations
• Experience conducing stakeholder and needs analyses
• Experience building relationships with internal and external partners
• Excellent communication skills including speaking, writing, editing and/or content organization experience
• At least five years of experience in the technology or consulting sector, preferably at the Senior Associate/Consultant level
• Excellent interpersonal skills, including ability to communicate with a highly diverse range of clients and coworkers
• Demonstrated experience managing communication campaigns
• Website management skills and experience with SharePoint
• Experience with Animation, Infographic and Survey tools
• Demonstrated experience in preparing and providing public presentations to large audiences
• Experience using data to monitor issues and solve problems
• Demonstrated ability to establish and maintain good working relations with department personnel, staff, vendors, peers, and management

What else should I know?

Verification

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.

SELECTION PLAN

Interviews:  Selected candidates will be invited to participate in one or more interviews at the Controller’s Office.

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

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.