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Career Opportunity

IS Business Analyst – Information Technology – San Francisco Human Services Agency - (1052) (147970)

Recruitment: RTF0147910-01124910

Published: July 08, 2024


Vanessa Quintano -

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

Department: Human Services Agency
Job class: 1052-IS Business Analyst
Salary range: $108,056.00 - $135,928.00
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


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, 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.

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.

The person in this position will support the maintenance, operation, modification and enhancement of the agency’s main case management and issuance system, CalSAWS, as well as other computer systems used to administer public social services and benefits. Under general direction, this person will actively participate in various phases of the systems development lifecycle, including needs analysis, feasibility analysis, technology assessment, project planning and management, implementation, testing, conversion to production status, procedural documentation, user training, and post-implementation administration.


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; may include additional duties as assigned.

  1. Support the maintenance and operations of CalSAWS, a complex statewide automated welfare system used across all 58 California counties to determine eligibility to public assistance programs, manage cases, issue benefits; and generate reports.
  2. Support the maintenance and operations of BenefitsCal, an online portal integrated with CalSAWS.
  3. Support the maintenance and enhancement of ancillary apps that are integrated with CalSAWS including: Electronic Benefits Transfer for issuing benefits; contact center; workforce management; lobby management system; imaging system and other apps.
  4. Extensive use of a service management and help desk system such as ServiceNow to manage tickets and requests through its entire life cycle.
  5. This position will assist with enhancing CalSAWS and related systems, supporting various phases of the development life cycle, including needs analysis, technology assessment, implementation, testing, user training, procedural documentation, post implementation assessment and maintenance and operations.  
  6. Assess and optimize system designs through review and analysis of user needs, customizing systems through system design and administration to meet the changing business needs of the users; participate in planning and development of solutions, technical or otherwise.
  7. Analyze policies, regulations and processes that govern the administration of business units as it relates to computer systems; assist in identifying and making changes to the system in support of business needs and goals.
  8. Make recommendations based on user requirements and systems analysis to ensure adequate planning.
  9. Troubleshoot software problems through virtual and site visit support.
  10. Conduct user training.
  11. May install and maintain software; facilitate communication between clients and vendors regarding system maintenance issues.
  12. Make modifications to system configurations.
  13. Implement, maintain and update databases, tables and security access; create, document and compile manuals related to procedures.
  14. Participate and represent the department in policy and automation users meetings or meetings of related committees.

How to qualify

1. 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].


2. Experience:

One (1) year in the information systems field, including technical support, content management, administration of network applications or system analysis.

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.

Special Conditions:

  1. Two (2) years of Welfare Technical Application Experience: Verifiable and recent experience supporting Welfare Applications such as EDS' Welfare Client Data System, CalWIN, and San Francisco's FAIR and GIS systems.

NOTE: The above minimum qualifications reflect special conditions associated with the position to be filled. They may differ from the standard minimum qualifications associated with this classification.

**Applicants must meet the Minimum Qualification and Special Condition requirements by the final filing date unless otherwise noted. **


  • Knowledge of welfare programs’ rules and regulations
  • Knowledge of CalSAWS

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

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 complete 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:

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.

Candidate exam responses will be vetted as appropriate using AI use detection software. Evidence of use of AI, plagiarized answers, or falsified information in exam responses will be addressed in accordance with Civil Service Rules related to fraud and cheating.

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.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Vanessa Quintano, by telephone at (415) 557-5896 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.