Career Opportunity

Service Desk Tier 1 Support Lead (Hybrid/Remote) - Controller's Office (1093)

Recruitment: RTF0127587-01140457

Published: December 16, 2022

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

About:

About: 
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 wellbeing 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 problems, 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. Systems Division has a hybrid/remote weekly schedule, working 1 day onsite (in the San Francisco office) and 4 days remote, subject to periodic review and approval.

• Application Opening: 11/4/2022
• Application Deadline: 11/10/2022 
• Compensation Range: $95,108 to $117,910 annually

Role description

The ideal candidate will have Service Desk or comparable customer service experience, with excellent communication, speaking, writing, and listening skills. The ideal candidate must be customer service oriented and lead with patience and empathy, to best support our customers’ concerns. This position will be working in a high volume, fast paced environment, so teamwork, a positive attitude, and the flexibility to prioritize the team’s needs are key. 

The ideal candidate must be comfortable in a data-driven environment, have an eagerness to learn and problem-solve, and have an appreciation of data quality, analysis, and reporting. As a member of the Change Management Team, the Service Desk Support Lead will work closely with colleagues on the User Engagement and Training teams to identify common problems, 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 responsibilities, including but not limited to:   

Position Responsibilities

• Supervise, coach, and train Tier 1 Support Analysts
• Foster a data-driven culture of transparency and continuous improvement by reporting team and individual Key Performance Indicators (KPIs) and Service Level Agreement (SLA) compliance to management on a regular basis
• Develop, document, and enforce Standard Operating Procedures governing Tier 1 Support and Systems Access Provisioning for all Systems Division Enterprise Applications
• Lead annual user security audits for all Systems Division Enterprise Applications
• Lead quarterly SF Employee Portal Self-service Time Entry implementation projects
• Lead SF Learning course creation, cataloging, mp4 conversion, attendance tracking service requests
• Lead SF People & Pay job data, roster code, elapsed time schedule, and systems access requests
• Participate and represent Tier 1 Support in Advisory Boards, Systems Division and Controller’s Office staff meetings
• Update and formalize Systems Division Support Analyst onboarding/training program
• Lead regular coordination with Tier 2 teams, identifying opportunities for Tier 1 training and updating Standard Operating Procedures, Canned Responses, Service Requests, and Workflow Automations accordingly
• Lead Tier 1 problem management, troubleshooting, and triage, escalate problems as necessary to the proper Tier 2 Functional team and documenting symptoms, workarounds, and canned responses
• Supervise and maintain Freshservice security, administration, workflows, automations, service requests, and canned responses
• Manage all customer complaints with professional, courteous, and outstanding customer service on a daily basis, sharing customer feedback or suggestions with the appropriate individuals and/or teams
• Establish new systems access provisioning process for new SF Budget system, documenting Operations & Maintenance Plan and Standard Operating Procedures for new SF Budget system

Desirable Qualifications: 

The ideal candidate will have the following: 

• Customer Service oriented
• Experience as a help desk technician or other customer service role
• Inquisitive nature and enjoy learning new skills, tools, and business processes
• Detailed-oriented
• Familiarity with ITIL practices
• Familiarity with PeopleSoft HCM, FSCM, and ELM applications
• Familiarity with Freshservice or other Service Desk application
• Tech savvy with working knowledge of office automation products
• Ability to quickly understand new applications
• Ability to diagnose and resolve technical issues
• Excellent written and oral communication skills

How to qualify

MINIMUM QUALIFICATIONS

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification. Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

Education:

Requires 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].

Experience:

Three (3) years 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.

What else should I know?

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

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

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.