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Career Opportunity

IS Business Analyst- Senior - Information Technology– San Francisco Human Services Agency (1053) (143216)

Recruitment: RTF0143215-01077492

Published: April 12, 2024


Patrice Brown -

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

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 7 What does this mean?
List type: Combined Promotive and Entrance



This announcement has been amended and extended to include the Hybrid Workplace Schedule. Applicants who already applied under Recruitment PBT-1053-143216 during the filing period January 31, 2024 to April 12, 2024, need not reapply and will be included in the applicant pool.

4/12/2024: Hybrid workplace schedule added; this announcement may close at any time, but not before Friday, April 26, 2024

Hybrid Workplace: This position offers a hybrid/flexible schedule. Employees may be permitted to work one (1) day on-site (in San Francisco office) and four (4) days from home (must be a resident of California; subject to periodic review and approval)

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 (DAS), 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.


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

We are looking for a highly motivated and team-oriented individual to join our team of business analysts who support an ecosystem of apps used to provide timely services and benefits to San Francisco’s most vulnerable residents.  This role will mainly support CalSAWS, an eligibility determination/benefit issuance/case management system used to administer public assistance benefits. 

This role operates in the intersection between business process and systems.  While you need to have technical aptitude, you will not be performing programming duties or need to have network engineering skills.  The responsibilities are geared more towards analyzing how welfare rules and regulations impact how the system is administered, and troubleshooting technical issues within the context of business policies and operations.   This requires acquiring a working knowledge of business practices and rules and regulations governing public assistance programs.

Your key role is to manage and maintain CalSAWS apps used by our internal staff.  CalSAWS is a highly-complex, multi-faceted case management system used by staff to determine eligibility to various public assistance programs such as CalFresh, Medi-Cal, CalWORKs, CAAP, Employment Services and Foster Care.  It is complemented by several apps that support benefit issuance and management reporting as well as several public-facing apps that allow our customers to self-serve and access services and information. These systems include BenefitsCal, AmazonConnect, EBTedge and CalWIN Read-Only. 

The successful candidate is analytical and has a high capacity to process and curate rapidly-evolving information; adaptable and able to pivot quickly as circumstances demand; able to comprehend complex welfare policy and analyze cross-impacts on systems and business processes; ability to work collaboratively with internal and external stakeholders, and bridge communication gaps between these groups to ensure successful system implementation.

Essential duties:

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. Provide functional and technical support to users of the statewide automated eligibility system (CalSAWS), online portal (BenefitsCal), electronic benefits transfer system, and related ancillary systems. This includes learning and understanding policy and business process to aid in troubleshooting issues.
  2. Identify opportunities for improving business processes through automation; assist in the preparation of proposals to develop new systems.
  3. Analyze data processing needs; research and evaluate software on multiple platforms to assist users to meet their departmental goals; assist in developing the evaluation criteria for software.
  4. Determine operating characteristics and requirements; develop or modify and document general system design; write detailed design specifications; conduct "walkthroughs" for proposed solutions to system problems.
  5. Analyze the feasibility of and develop requirements for new systems and enhancements to existing systems; ensure the system design fits the needs of the users.
  6. May install and enhance software; program, test, debug and install new/modified programs.
  7. Provide technical support for computer and telecommunications systems; consult on the analysis of an application; troubleshoot system problems; implement solutions.
  8. Conduct system analysis and may conduct programming activities for complex systems; document new and modified systems and programs; coordinate user training in new capabilities; may convert new programming from test to production.
  9. Interface with users to determine system needs and requirements; instruct users on newly implemented systems; define system requirements; may design and code programs; review impact of system modifications on existing systems.
  10. Prepare, or assist client in preparing, service requests to implement system changes; determine level of effort required and the cost of implementing service requests; prioritize requests.
  11.  May provide technical production support for on-line and batch systems; assist with set processing schedule; update and produce reports.
  12.  Coordinate with outside vendors and contractors to complete projects and service requests; define, assign and evaluate their work.
  13.  May determine structure of databases; normalize data; perform conversion of data between platforms; design, develop and generate routine and ad hoc reports in response to user needs.
  14. Determine security levels for systems to ensure data integrity; test database applications to assure functionality and effectiveness in performing to desired specifications.
  15. Represent the City and County of San Francisco in state/consortium sponsored technical and policy workgroups/ committees; interacts and manages working relationships with other areas of business at all levels.

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 Conditions:

1.  One (1) year of TSE101- Project Management IT Application Design and Development; AND

2.  Three (3) years of TSE138- Welfare Technical Application Experience.

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 one of the fields above or a closely related field.

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

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 Experience and/or Education: 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.

Selection Procedures

Supplemental Questionnaire Examination: (Weight –100%)

Candidates who meet the Minimum Qualifications will have their Supplemental Questionnaire Examination scored; this exam is designed to measure knowledge, skills and/or abilities in job-related areas.

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 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.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Patrice Brown, by telephone at (415) 557-5559 or by email at 

All of 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.

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.