Career Opportunity

IS Business Analyst Senior-311 Customer Service Center-1053-132145

Recruitment: REF28766Q

Published: September 01, 2023

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

About:

The Office of City Administrator and its 20+ divisions and departments operate core internal and public-facing services. Our vision is to lead the nation in public administration and to enable City departments to effectively deliver critical public services. We aim to help the City run better, to connect San Francisco residents and constituents to the vital public services they seek, and to create a meaningful, diverse and inclusive work culture that is the place of choice for people who are invested in a career in public service.  To learn more about our departments, divisions, and programs, click here:  https://sf.gov/departments/city-administrator

The San Francisco 311 Customer Service Center (SF311) connects residents and visitors with easy access to government services and information through the phone, web, and mobile. SF311 strives to simplify and improve work processes and remove barriers for requesting service or information. SF311 prides itself on innovation and hard work and has handled over 23 million calls since its launch in 2007 and over 70% of service requests are submitted via self-service options.

This is a Position-Based Test conducted in accordance with CSC Rule 111A.

• Application Opening: 8/21/2023
• Application Deadline: 9/1/2023 
• Extended Deadline: 9/9/2023
• Compensation Range: $120,536-$151,658 
• Recruitment ID: #132145  

Role description

Are you passionate about improving efficiency and driving innovation? Do you have a knack for conducting complex process analysis and developing operational enhancements? If so, we have the perfect opportunity for you! SF311 is looking for 1053 Senior Business Analysts to fill critical collaborative roles. The successful candidates will work with various agencies and other departments to ensure that work processes, forms, mobile applications, and reports work together to support the varied and complex City processes. You will also work closely with other SF311 and department staff, conducting complex process analysis, operational enhancements, reporting, and policy and process development.

• Ensure the City Customer Relationship Managment [CRM], Integration, and Reporting Services provided by SF311 are available and continually improved to meet the needs of the City's residents, visitors, employees, and partner agencies.
• Perform technical design, development, and testing of resources created.
• Analyze, develop, and deploy processes that enhance the accessibility and equity of services to all populations within the City and County.
• Assist in the development of digital assets such as Online Forms, portals, knowledge, and mobile applications.
• Design and distribute reports internally and to other agencies using Business Intelligence (BI) reporting tools such as Power BI, Visual Studio, and SQL.
• Coordinate the flow of information and service requests with all Verint (CRM) and Integrated agencies. 
• Represent 311 on committees, Emergency Operations Center (EOC), or Joint Information Center (JIC) as required. These meetings may take place outside of normal working hours.
• Analyze and recommend procedures consistent with departmental directives and policy regulations that are developed by higher-level management staff. 
• Performs other duties as required. 

Nature of Work: Full-time, usually Monday through Friday, with flexible hours between the hours of 7:00 am and 6:00 pm. Teleworking may be allowed up to 3 days/week, but applicant must be able to meet the City's telework policies and management reserves the right to cancel at any time. Additionally, this position will require applicant to be available to work occasional weekends and holidays whenever necessary due to the department's 24x7 operations.

Supplemental Information: Essential duties require the following physical skills and work requirements: Some positions may require sufficient strength and coordination for lifting, pushing, pulling and/or carrying the weight of computer equipment. May require hand/eye coordination for semi-skilled movements, such as taking apart casings, installing parts, and reconnecting computers and for performing data entry. May involve extensive VDT exposure.

How to qualify

Education:

1] 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].

AND

Experience:

2] 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.

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.

SPECIAL CONDITION: 24 months experience in the following: 

• Customer Relationship Management [CRM] Development Life Cycle
• Business Intelligence (BI) Reporting

Note(s):

• One-year full-time employment is considered equivalent to 2000 hours (2000 hours of qualifying work experience is based on a 40-hour work week). Any overtime hours that you work above forty (40) hours per week are not included in the calculation to determine full-time employment.
• Applicants must meet minimum qualification requirements by the final filing date unless otherwise noted.
• The above minimum qualifications reflect special conditions associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this class code.
• Employees of the City and County of San Francisco may submit performance evaluations showing duties performed to verify qualifying City experience. City employees will receive credit for the duties of the class to which appointed. Credit for experience obtained outside of the employee's class will be allowed only if recorded in accordance with the provisions of Civil Service Commission Rules. CCSF employees will not receive credit for experience obtained outside of their classification unless recorded in accordance with the provisions of the Civil Service Rule 110.9.1/111A.11.2.
• Verification of required work experience typically must be on the employer’s letterhead, and must include the applicant’s name, job title, description of job duties, dates of employment, hours per week, and signature of the employer, supervisor, or appropriate representative.
• Experience claimed in self-employment will only be accepted if supported by documents verifying income, earnings, business license and experience comparable to minimum qualifications above. Copies of income tax papers or other documents listing occupation and total earnings must be submitted.

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

• Self-starter, highly motivated, able to think through problems to come up with innovative solutions and able to work independently.
• Advanced-level skills in business systems analysis methodologies and techniques including requirements gathering, documenting, and reporting; preparing functional specification documentation, system and user testing techniques and documentation, process flow and diagramming, and logical and physical database design. 
• Knowledge of Integration frameworks (REST, SOAP, FTP and Messaging)
• Customer Relationship Management (CRM) experience: developing processes, scripts, online forms, managing content, and user administration.
• Experience with Business Intelligence (BI) reporting tools such as Power BI, SQL Reporting Services, Excel, Visual Studio, SQL, or Tableau.
• Experience in writing SQL database queries and procedures for data integration.

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 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.

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.

What else should I know?

SELECTION PROCEDURE/EXAMINATION REQUIREMENTS: 
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.  It is very important that you complete and submit this questionnaire by the deadline. Incomplete or late submittals may result in your disqualification from further consideration. 

Behavioral Consistency Questionnaire (Weight 100%):

Candidates deemed to meet the minimum qualifications will be invited to participate in a Supplemental Questionnaire designed to measure their relative knowledge, skills and abilities in job-related areas, which may include, but not be limited to: Knowledge of business analysis process including software development lifecycle (SDLC); Knowledge of database architectures and queries such as SQL; Ability to prioritize and delegate work and identify tasks and direct complex projects to completion; Ability to determine unique and innovative solutions to business process analysis problems; Ability to analyze customer needs and develop optimized electronic processes using CRM, reporting, and integrations; Ability to design and distribute reports internally and to other agencies using Microsoft Business Intelligence technologies (Visual Studio, Report Builder, Power BI, and Tableau); Ability to develop new features for information systems and maintain existing systems; provide technical and operational support; Ability to develop new features for information systems and maintain existing systems; provide technical and operational support; Ability to establish and maintain good working relations with department personnel, staff, vendors, peers and management; understand and learn a variety of business procedures and processes; Skill to author SQL queries and create Power BI reporting dashboards; Ability and skill to communicate effectively both orally and in writing. 

A passing score must be achieved to be ranked on the eligible list.

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., because 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 6 months and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2022-23.pdf

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 https://careers.sf.gov

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:

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview 
• Equal Employment Opportunity
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Seniority Credit in Promotional Exams
• Right to Work
• Copies of Application Documents
• Diversity Statement

HOW TO APPLY:

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.sf.gov and begin the application process.

• Select “Apply Now” 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 (@sfgov.org, @sfdpw.org, @sfport.com, @flysfo.com, @sfwater.org, @sfdph.org, @asianart.org, @sfmta.com, @sfpl.org, @dcyf.org, @first5sf.org, @famsf.org, @ccsf.edu, @smartalerts.info, and @smartrecruiters.com).

Applicants will receive a confirmation email from notification@careers.sf.gov  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.

All your information will be kept confidential according to EEO guidelines.

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst at Aarti.Lata@sfgov.org 

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.