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Career Opportunity

Solutions Architect: People Technology - SF Digital HR: Employee Journey - Department of Human Resources (1053)

Recruitment: RTF0148375-01129349

Published: July 15, 2024

Accepting applications until: July 19, 2024


David Catoe -

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

Department: Human Resources
Job class: 1053-IS Business Analyst-Senior
Salary range: $125,086.00 - $157,378.00
Role type: Permanent Exempt What does this mean?
Hours: Full-time


San Francisco’s Digital HR Employee Journey team is charged with acquiring, building, and managing an evolving and innovative suite of tools and applications to create impact on our employees at every step of their journey from application through retirement. The small but mighty team drives people technologies throughout the City’s 35,000+ person workforce, rethinking the relationship that our teammates have with our systems. As part of a broader human-centric approach to re-imagining human resources throughout the City, the Employee Journey team is at the forefront of innovative City-wide projects including our first true employee intranet, a modern technology platform to support People operations, and rebuilding paper-based processes into digital, reportable, and streamlined workflows. At the core of our work is leveraging ServiceNow’s Human Resources Service Delivery module as a central hub for HR processes that are utilized by the City’s diverse workforce at all levels.

What we believe

The Digital HR team believes in a City where technology is universally accepted as a tool for improving the daily lives of our employees, our applicants, and, through them, our neighbors.

Role description

The Solutions Architect: People Technology will work to understand and represent the voices of our diverse user base of over 35,000 City employees, including, roughly 600 HR personnel, all with varying levels of familiarity with technology and a wide range of business processes that need to be digitized. Through direct user engagement, including workshops, interviews, hands-on tutorials, and surveys, the Solutions Architect will cultivate a thorough and empathetic understanding of the needs and business processes of our users. Internally, the Solutions Architect will represent and advocate for the perspective of our users through user stories, writing product documentation, tracking product milestones and deliverables, and validating production deployments against product requirements. The Solutions Architect will provide an escalation path for support, accepting technical requests from front-line helpdesk analysts and working to identify solutions and ensure that bugs and feature requests are logged and tracked. Through empathetic user-focused design and a comprehensive understanding of our products, the Solutions Architect will empower both our development and support teams to deliver as much value as possible to our users.

On a typical day you may:

  • Conduct workshops, interviews, hands-on tutorials, and surveys with users to understand their perspectives, business processes, and workflows.

  • Write technical and non-technical documentation describing business processes, workflows, and user experiences with a comprehensive understanding of the capabilities and limitations of development in a Platform-as-a-Service environment.

  • Draft product requirements documentation, including itemized technical requirements, considerations, risks, and stakeholder roles.

  • Validate deployments based on product requirements.

  • Participate in UX/UI design decisions.

  • Contribute to the prioritization of backlogged work items based on customer needs.

  • Translate product requirements, user feedback, and development progress between development staff and non-technical partners.

  • Coordinate testing in a multi-environment ecosystem alongside technical staff, stakeholders, and end users.

  • Respond to escalated support requests in the ServiceNow HRSD module related to user provisioning, group/role assignments, and platform configuration.

  • Maintain an ongoing knowledge of the ServiceNow product, version upgrades, enhancements, new features, etc.

How to qualify

What you know

  • Understanding of UX design principles of software or web applications.

  • Ability to understand complex business processes and translate business processes to technical requirements and vice versa.

  • Ability to clearly and effectively communicate design processes, ideas, and solutions to colleagues and clients.

  • Knowledge of best practices in conducting user research, user workshops, user testing, prototyping, and accessibility considerations.

  • Excellent interpersonal and communication skills to communicate priorities both to developers and end users.


You have a combination of education and experience equivalent to graduation from an accredited college or university with an associate’s degree in business administration, public administration, information systems, economics, finance, computer science or a closely related field -plus- at least 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.

Preferred Qualifications

  • Proven track record of working with clients to document detailed requirements and design user experiences that meet client needs and vision.

  • Hands-on experience collaborating with teams such as user support, client success, or change management. This may include triaging production issues and/or liaising between support staff and a development team to solve problems that users are facing.

  • Experience with software development lifecycles and participating in deployment or go-to-market of software, particularly web applications.

  • Experience designing solutions in a Platform as a Service (PaaS) such as ServiceNow.

  • Flexibility, adaptability, and willingness to learn new things.

  • Strong ability to collaborate and manage projects in an environment with competing priorities.

What else should I know?

Additional information


This recruitment is open until filled, but will not close earlier than July 19th, 2024. Please do not provide a cover letter. The selection process may include one or more interviews, presentations, or practical exercises.


Entry compensation for this role is between $125,086 and $157,378 dependent on education and experience. Salary increases every six-months up to top of pay band.

Not your typical government team

The Digital HR team is a growing technology team nested within the City's Department of Human Resources. Our DevOps teams, support the full lifecycle of each of the technology products that we acquire and build.

Hybrid work culture

We work in a hybrid environment, and you may be expected to work in the office on a regular basis 1 day per week and up to 3 days per week, based on team and project requirements. In-office workdays are flexible and can be tailored to fit your needs as well as the needs of the role.

Exempt employment

This role is exempt from the San Francisco Civil Service Rules, and employment is at the discretion of the appointing officer for a period of not-to-exceed three years. (Category 18).

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.