Career Opportunity

1053 IS Business Analyst Senior (pos#01144720)

Recruitment: REF25093Q

Published: June 23, 2023

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

About:

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 80% of service requests are submitted via self-service options such as mobile and web.

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
• 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!

Role description

The Senior Business Analyst will perform a wide range of tasks with a focus of improving efficiency in City Operations.

The Senior Business Analyst will work with City agencies and other partners, responsible for ensuring that the work processes, forms, mobile applications, and reports work together to support the varied and complex City processes. They will also work closely with other SF311 and department staff, conducting complex process analysis, operational enhancements, reporting and policy and process development.

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

Responsibilities

• Work with departments to understand business practices, develop forms, integrations, and complex workflow to support process additions and improvements.
   
• Perform technical design, development, and testing of resources created.
   
• Develop and deploy application customization and changes.
   
• Maintain accuracy of CRM scripts, forms, and reference documents to ensure consistent and correct intake of requests across all customer intake channels using configuration tools and documents, HTML, XML, XSLT, and JavaScript.
   
• Use Business Intelligence tools to develop and distributes reports to facilitate resolution of requests or in response to requests from departments.
   
• Be committed to working in a collaborative team environment with a 50/50 split between technical/functional focus.
   
• Monitors and reports on case closure data, identifies and tracks issues, provides instruction to agencies and/or makes enhancements to system so they may accurately report their performance. Escalates issues to SF311 management, if needed.

Nature of Work: Full-time, usually Monday through Friday with flexible hours between the hours of 7:00 am – 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 to provide outreach sessions as necessary. This position may require a substantial amount of walking to and from different sites.

IMPORTANT AND ESSENTIAL KNOWLEDGES, SKILLS, AND ABILITIES

Knowledge of: Requirements installation procedures, hardware, software and maintenance of systems; electronic data processing methods; interactive or macro-based applications; functional requirements, structured systems or procedures analysis; personal computer applications development tools; system analysis and design; coding, testing and implementing complex programs; script/procedure languages; common operating systems software and relational database systems; network environments.

Ability and Skill to: Communicate effectively both orally and in writing; establish and maintain good working relations with department personnel, staff, vendors, peers, and management; understand and learn a variety of business procedures and processes; use logic and analysis to solve computer and systems problems; translate functional requirements into systems specifications; analyze data and information using established criteria, in order to determine consequences and to identify and select alternatives; advise and provide interpretation to others how to apply policies, procedures and standards to specific situations; exercise decisiveness and creativity required in situations involving the evaluation of information against judgmental criteria; read and understand professional journals and literature; prioritize competing requests for service.

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

MINIMUM QUALIFICATIONS

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education: Associate Degree in computer science or 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: Three (3) 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.

DESIRABLE QUALIFICATIONS

We’ve included a list of all the skills that could be used in this job. If you have some of these skills and the rest look like something you would like to learn, we encourage you to apply.

• Self-starter, highly motivated, able to think through problems to come up with innovative solutions and able to work independently.
   
• 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
   
• Knowledge of Integration frameworks (REST, SOAP, FTP and Messaging)
   
• Customer Relationship Management (CRM) experience: developing processes, scripts, online forms, managing content, and user administration.
• Experience with Business Intelligence (BI) reporting tools such as Power BI, SQL Reporting Services, Excel, Visual Studio, SQL, or Tableau.
   
• Experience in writing SQL database queries and procedures for data integration.

What else should I know?

• 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

Compensation:  $57.9500- $72.9125 hourly

Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before July 7, 2023. 

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

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice. As a result, Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.

Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone at (415) 554-6000 or, if hearing impaired at (415) 554-6015 (TTY).

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.