Career Opportunity

ServiceNow Implementation Project Manager (1053) - Department of Human Resources

Recruitment: RTF0119381-01129349

Published: April 13, 2022

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

About:

Role description

Position description:

Under supervision, the 1053 Case Management Systems Specialist will take a lead role in the implementation of a new citywide case management system. The system is being developed on the ServiceNow platform and will handle discrimination and harassment complaints, reasonable accommodation requests, and employee and union grievances. The successful candidate will work collaboratively on developing the system with EEO, ERD, and information technology staff; City department stakeholders; consultant partners; and ServiceNow systems staff. Once complete, the System Specialist will promote and support administrator and user adoption; evaluate utilization; develop reports; and troubleshoot as necessary.

Duties of this position include but are not limited to:

• Overseeing the adoption of the customized case management system;
• Interfacing and instructing administrators and employees on efficient and effective system utilization;
• Evaluating system use and performance; Participate in working groups and as a team member across divisions and organizations;
• Assisting in solutioning new systems and integration developments.
• Supporting data migration, quality review, and testing;
• Evaluating user challenges and suggestions, preparing service requests, and working with stakeholders to develop system fixes and improvements;
• Developing and refining reports for HR staff, department executives, City leaders, and other stakeholders; and
• Testing database applications to assure functionality and effectiveness in performing to desired specifications.

How to qualify

Minimum Qualifications:

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].

Experience:
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.

Desirable Qualifications:

• Experience developing or administering case management systems or similar digital tools
• Experience with the ServiceNow Platform
• Product team experience including: Experience leading the user research and user testing process; writing user stories; managing roadmaps, leading agile scrum methodology, and managing stakeholder relationships.
• Excellent oral communication skills to present, explain complex IT information.
• Experience writing to update internal and external stakeholders through emails, newsletters, blogs, craft user stories, etc.
• Experience developing or presenting training and reference materials and for new software implementation.
• Ability to connect with users to elicit feedback and train users on using new software.
• Familiarity with human resources concepts or administration, especially in the areas of EEO, reasonable accommodations, grievance resolution, or labor relations
• Experience working in or with government agencies on IT software projects
• Experience with Agile product development practices.

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

What else should I know?

Specific information regarding this examination process are listed below.

• Application Opening - Wednesday, March 30, 2022
• Application Extended Deadline - Wednesday, April 27, 2022
• Salary Range for Job Code 1053 Senior IS Business Analyst
• Appointment type: Permanent-Exempt (PEX), Category 18. This position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer, and shall not exceed 36 months.

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

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

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.