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Career Opportunity

Product Manager – Digital Services, IT Program – Human Services Agency (1053) (141623)

Recruitment: RTF0141622-01133788

Published: February 08, 2024


Ridwan Mohamednur -

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Department: Human Services Agency
Job class: 1053-IS Business Analyst-Senior
Salary range: $123,240.00 - $155,064.00
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 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, 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

Digital Services, a division within the Information Technology program, is a collaborative agile team at the San Francisco Human Services Agency (SFHSA) that focuses on the rapid and innovative delivery of various digital technologies across our agency. We support the SFHSA by designing and implementing digital solutions that help build well-being in our communities and streamline programs that make children and adults feel connected, valued, and supported.

We are primarily an open-source development team, providing technical expertise, support, and development for our two Drupal sites, the public facing SFHSA website ( and our employee intranet portal, as well as other internal tools. We strive to provide efficient, seamless, and well-crafted services that meet the evolving needs of our clients through iterative, human-centered design and development. We pride ourselves on open communication, caring for each other, and having fun as a team while we develop and deliver essential web products for the SFHSA and our clients.

Under the general direction and supervision of the 1070 IS Project Director, this position will perform the following major tasks to support the operational and project services that are the responsibility of the Human Services Agencies Information Technology Department.

The Product Manager will support Digital Services as the primary product and project manager for our two Drupal web products. Under the Agile framework, the incumbent will be working with developers, designers, and users to understand user needs, set product direction, ensure a common understanding of the work, eliminate blockers, and to keep projects on track. Excellent communication skills are key as the IS Product Manager will be our primary customer interface and will need to facilitate open dialogs between all stakeholders and maintain positive relationships.


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.

  1. Manage web projects by collaborating with developers, designers, and users to ensure a common understanding of the work, eliminate blockers, map out project milestones, and keep projects on track.
  2. Communicate with internal customers to understand their needs and write user stories while also working with the developers to translate these stories into technical requirements and development tasks.
  3. Prioritize the needs of our internal and external users in product design sessions while also understanding the throughput of the development team.
  4. Manage a prioritized product backlog of all pending features and manage the product roadmap for feature development with product owners and the developers.
  5. Administer web products (such as Drupal, DocuSign, and/or MS Teams), create new accounts and new instances, troubleshoot issues, and optimize products to meet our user’s needs.
  6. Monitor the maintenance and enhancement of web products (such as Drupal, DocuSign, and/or MS Teams) to ensure proper functionality and provide support, analysis, coordination, and assistance for continuous business operations.
  7. Compile and present data and reports that show areas of user need in the web products and/or that evaluate the impact of changes implemented. Lead the team in insightful product design and feature enhancement conversations based on the reports.
  8. Conduct feasibility studies, evaluate vendor products, and make recommendations based on user requirements and system analysis to ensure adequate planning; these could be technology products for Digital Service, IT, or Program.
  9. Lead product demonstration meetings where new features are presented to users and management.
  10. Participate in daily stand-up meetings and provide feedback to developers, management, and users.
  11. Test new web features and provide feedback to the developers.
  12. Write and assign tasks for developers and other team contributors. Provide some supervision.
  13. Participate and represent the department in meetings, including committees meetings.
  14. Research and evaluate technology through industry meetings, seminars, and vendor contacts, identify opportunities for improvements through automation, and develop screen logic and reports.
  15. Create and propagate a positive culture of collaboration within our team and outwardly with our users and partners.

How to qualify

  1. Education: An associate degree in business administration, public administration, information systems, economics, finance, 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 one of the fields above or a closely-related field];

  2. Experience:  Three (3) years in the information systems field, including system analysis, business process design, development and implementation of business application solutions or IT project management.

Special Condition

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.

       3. Special Condition: Six (6) months of Drupal experience to develop     websites/applications.

Education 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.

Completion of the 1010 Information Systems Trainee Program may be substituted for the required degree.


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.

**Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted. **

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

Verification of Education and Experience:

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. 

Supplemental Questionnaire Examination (Weight: 100%):

Candidates who meet the Minimum Qualifications will be invited to take the Supplemental Questionnaire 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 computer languages; electronic data processing; interactive or macro-based applications; job flow within a large scale data processing environment; script/procedure languages; personal computer applications development tools; ability and skill to: communicate effectively orally and in writing; use logic and analysis to solve computer and systems problems; establish good working relationships with other employees in IS positions, vendors and end users.

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 Supplemental Questionnaire 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 six (6) 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. 

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst Ridwan Mohamednur by telephone (415) 605-5672 or by email at

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.