Career Opportunity

Security, Engagement & Support Analyst (Hybrid Workplace) - Controller's Office (1092)

Recruitment: REF45217Q

Published: September 30, 2024

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About:

Job Title:  Security, Engagement, & Support Analyst
City Job Classification:  1092 IT Operations Administrator II
Appointment Type: Temporary Provisional (TPV) This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer. The duration of the appointment shall not exceed 36 months.

Hybrid Workplace:
Our workplace has a hybrid/flexible weekly schedule, where colleagues work 1 day onsite (in the San Francisco office) and 4 days from home, subject to periodic review and approval.

Controller’s Office
The Controller is the City’s chief financial officer.  Our team includes financial, technology, analytical, and other professionals who work hard to secure the City’s financial integrity and promote efficient, effective, and accountable government.  We hold ourselves to high standards and strive to be a model for good government.  We value the diverse backgrounds, perspectives and lived experiences of our teams and clients in everything we do.  We work in a collaborative and inclusive environment, promote equal opportunity, and invest in the professional development and well-being of our team members.  You can expect to work alongside colleagues who are committed to serving the public with integrity and want to see positive impacts from their work.  We are looking for smart, motivated individuals who want to make a difference and use government to play a role in solving our City’s issues, including addressing long-standing and harmful disparities in our communities.  For a career with purpose and professional growth, join us in the Controller’s Office!  

Systems Division of the Controller’s Office:
The Systems Division of the Controller’s Office manages the City and County of San Francisco’s Enterprise Oracle and PeopleSoft Applications, which include Oracle Interaction Hub, PeopleSoft Human Capital Management (HCM), PeopleSoft Financials and Supply Chain Management (FSCM), PeopleSoft Enterprise Learning Management (ELM), and Oracle Business Intelligence.  These applications are branded locally as our SF Employee Portal, SF People & Pay, SF Financials, SF Procurement, SF Learning, and SF Reports and Analytics systems.  Collectively, these applications provide a robust, integrated platform that delivers mission-critical services to 55 City Departments, eliminating the need for hundreds of independent legacy systems and customized applications.  The division serves over 35,000 active City employees, 75,000 retirees and 25,000 City vendors (bidders and suppliers).  Peripheral and legacy applications also leveraged by the division include Oracle Identify & Access Management, Sherpa Budget Formulation & Management, Phire Architect, Control-M, and FreshWorks.  The technology implemented and maintained by the Systems Division provides standardization, transparency, and efficiency for the City’s crucial business processes. Users are fully supported to ensure adoption of these interconnected functionalities.

Specific information regarding this recruitment process are listed below:  

• Application Opening:  9/30/2024
• Application Deadline:  10/3/2024 
• Compensation:  $84,058 - $104,208

Role description

User Support & Engagement Team
Within the Systems Division, the User Support & Engagement team is responsible for supporting over 35,000 active City employees, 75,000 retirees, and 25,000 City suppliers who use our centralized and integrated systems. This includes reactive support, led by our 10-person User Support team who respond to over 20,000 customer service requests each year; as well as proactive User Engagement, including designing and delivering end user emails, alerts, notifications, release notes, process guides, and live and on-demand training.
The Role
The ideal candidate will have Service Desk or comparable customer service experience, with excellent communication skills, both in speaking and writing with clarity, and listening to understand users’ issues. The ideal candidate must be customer service oriented and have the patience and empathy to deal with sometimes difficult customers. This position will work in a high volume, fast paced environment, so teamwork, a positive attitude, and the flexibility to prioritize the team’s needs are key. 

PeopleSoft experience is not required; more important than PeopleSoft-specific experience, the ideal candidate must be comfortable in a data-driven environment, have an eagerness to learn and solve problems, and an appreciation of data quality, analysis, and reporting. As a member of the User Engagement Team, the Security, Engagement, & Support Analyst will work closely with colleagues on the User Engagement and Training teams to identify common problems and propose proactive communication and/or training activities to improve the user experience and reduce the need for support.

Under general direction, the incumbent is responsible for the following essential duties, including but not limited to: 

Security Management

• Understanding PeopleSoft base security for all employees, retirees, bidders, suppliers, and POIs to validate and troubleshoot access problems
• Supporting the Systems Access Request, Approval, and Provisioning process and controls for all six business lines, only granting access to approved users who have completed all required training
• Supporting annual user security audits for all Systems Division Enterprise Applications
• Supporting quarterly SF Employee Portal Self-service Time Entry implementation projects
• Executing role-based queries to identify and target specific user populations for email distribution and other proactive engagement

User Engagement

• Assisting in the development, delivery, maintenance, and updates of and training materials, including SF City Partner and SF Employee Portal Solution articles (knowledge base) and step-by-step process guides, leveraging digital adoption platforms like Oracle Guided Learning
• Supporting live training event production and recording for on demand playback
• Developing, publishing, and editing targeted alerts and announcements to proactively engage end users and reduce reactive support volume

Incident & Service Request Management

• Performing remote troubleshooting through diagnostic techniques, determining the best solution based on the issue and details provided by customers, and providing appropriate solutions or workarounds within service level agreements
• Understanding symptoms of and diagnosing known problems, providing accurate workarounds to end user incident reports, escalating as necessary to Tier 1 Leads, and documenting all incident properties, including association to problems
• Responding to, monitoring, following up on, and ultimately resolving Tier 1 questions and service requests within time specified in service level agreements
• Proposing, reviewing, and maintaining accurate canned responses for common questions, requests, and incidents, ensuring efficient and consistent customer experience

Customer Service

• Serving as the first point of contact (Tier 1) for customers seeking technical assistance over the phone, email, or through our ticketing system, Freshservice
• Answering all SF City Partner and SF Employee Portal Support calls between 8 a.m. and 5 p.m., opening corresponding tickets in Freshservice, and documenting all support activities performed, including all required ticket fields
• Handling all customer requests, incident reports, and complaints with professional, courteous, and outstanding customer service on a daily basis

Knowledge Management & Continual Improvement

• Maintaining and updating Service Desk Standard Operating Procedures, ensuring completeness, accuracy, and consistency across business lines
• Providing technical oversight, coaching, and training to junior support staff
• Escalating any feedback or suggestions by customers to the appropriate internal team

How to qualify

Education:  Requires an Associate's 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].

Experience:  One (1) year of experience performing analysis, installation and technical support in a network environment.

License and Certification:

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 a one (1) year State (DAS) Information Technology apprenticeship program equivalent to the City and County of San Francisco's 1090 IT Operations Support Training Program may substitute for the required education.

Desirable Qualifications:

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

Desirable Qualifications:  

• Customer Service oriented.
• Experience as a help desk technician or other customer service role for government organization.
• Detailed-oriented.
• Familiarity with ITIL practices.
• Familiarity with PeopleSoft technology, specifically Financials & Supply Chain Management (FSCM), Human Capital Management (HCM), and Enterprise Learning Management (ELM).
• Familiarity with Freshservice, ServiceNow, or other Service Desk.
• Tech savvy with working knowledge of all Microsoft Office applications, including Outlook, Word, Excel, PowerPoint, SharePoint, Visio, Teams, etc.
• Ability to quickly understand new applications.
• Ability to diagnose and resolve technical issues.
• Experience using data to monitor issues and solve problems.
• Demonstrated commitment to racial, sexual orientation, gender equity within the workplace.
• Excellent communication skills including speaking, writing, editing and/or content organization experience.

What else should I know?

Verification

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 https://sfdhr.org/how-verify-education-requirements

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.

SELECTION PLAN

Interviews:  Selected candidates will be invited to participate in one or more interviews at the Controller’s Office.

Additional Information Regarding Employment with the City and County of San Francisco:

• 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

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.