1093 IT Operations Support Administrator III

ServiceNow Administrator

Recruitment #PBT-1093-083716


This is a Position Based Test conducted in accordance with Civil Service Rule 111A.


The Human Services Agency is a department of the City and County of San Francisco and the central resource for public assistance in the City. Our mission is to promote well-being and self-sufficiency among individuals, families and communities in San Francisco.


We provide a safety net for individuals and families by offering income support, community-based living support, and assistance acquiring food, housing, and health coverage. We offer programs and services that ensure the protection and safety of children, the elderly and dependent adults. We help people secure employment through training, job search and child care assistance.




Under general direction, performs the full range of technical support and system administration, which includes desktop operations, installing, enhancing and maintaining computers, peripherals, and mobile device configuration, or a combination of these activities working in a moderately sized network with single or multiple Local Area Networks (LANs). Troubleshoots basic network and advanced computer operation issues in a mostly Windows computer environment, provides ongoing and remedial user training; integrates hardware, operating systems and program applications; conducts application problem resolution; determines and clearly defines problems; coordinate definitions with programmers and vendors, and/or operators; create and maintain SCCM packages and advertisements; may be responsible for supervising technical and operations staff; provide Tier III support and first call resolution for desktop related issues. Incumbents appointed to this position may assume the full range of Technical Lead duties and responsibilities.




1. Perform complex technical and operational IT support work and systems administration and/or lead the work of others engaged in routine technical and operational IT support; organize, prioritize and may distribute work assignments; may mentor, train and provide input into evaluation of subordinate staff.

2. Install, administer, maintain and upgrade operating systems; install, configure, repair, maintain and upgrade hardware and peripherals; install and enhance applications.

3. Monitor, operate and enhance complex computers of distinctive platforms, including mainframe, mid-range servers, and desktop computers, mobile devices, and communications systems, on-site or remote; develop, design and implement problem solutions, using standard analysis techniques; document eventual solutions.

4. Provide technical assistance to users; communicate with users and other technical staff to determine and communicate needs; recommend interfaces; assist technical staff in providing estimates; may consult on feasibility, costs and benefits of additions or enhancements.

5. Perform help desk functions for more complex problems, including problem tracking, analysis, resolution, escalation, and coordination.

6. Add and delete users, including their configurations, security rights and access rights.

7. Conduct application problem resolution; determine and clearly define problems; coordinate definitions with programmers and vendors, and/or operators; may write code as required.

8. Research hardware and software technologies; prepare specifications; purchase necessary hardware, software, manuals, and the like; prepare procedures documentation.

9. Perform a full range of data center operational activities.

10. Perform and monitor more complex scheduled job executions on multiple, distinct computer platforms, including performing regularly scheduled backups and archives, and tape management functions, including offsite storage for backup tapes.

11. Analyze, research, and test changes in operating systems and system software on multiple computers for compatibilities, performance, and capabilities in operational matters; and deploy new or enhanced system tools.

12. Perform work related to security and disaster recovery needs such as system backup and/or restoration, including operational support at a disaster recovery site or a recovery site.

13. Assess and coordinate user training.

Minimum Qualifications


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].



1. Three (3) years of experience performing analysis, installation, and technical support in a network environment.




2. Two (2) years of recent and verifiable experience maintaining and troubleshooting PC desktops and Client Server Applications. Experience required in Windows environments.




3. Two (2) years of recent and verifiable experience using the Windows Server 2003/2008/2012/2016 operating systems in support of multi-departmental and enterprise systems, including the management of Windows services and use of Windows administrative tools.


Experience in #1, #2, and #3 above could have been gained concurrently.


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 classification.



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.

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.


·       Select the desired job announcement

·       Select “Apply” and read and acknowledge the information

·       Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”

·       Follow instructions on the screen


Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.


You can also watch this video for further assistance with our online application system:




Applicants may be contacted by email about this announcement 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).


Applicants will receive a confirmation email 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 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.


Applications completed improperly may be cause for ineligibility, disqualification or may lead to lower scores.


If you have any questions regarding this recruitment or application process, please contact the exam analyst, John Kraus, by telephone at 415-557-5856, or by email at john.c.kraus@sfgov.org.

Selection Procedures


Applicants will be prompted to complete the Supplemental Questionnaire that must be submitted during the online application process. The Supplemental Questionnaire has been designed to measure critical knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of on-site broad based technical, operational, analytical problem solving support; common operating systems and relational database systems; installation, maintenance, expansion and upgrading of software, hardware, networks and peripherals; ability to analyze data and information using established criteria, in order to determine consequences and to identify and select alternatives; work effectively as a member of a team; advise and provide interpretation to others on how to apply policies, procedures and standards to specific situations; written communication and interpersonal skills.


Only candidates who are most qualified and whose backgrounds best match the position will continue in the selection process. 


Candidates will be placed on the eligible list in rank order according to their final score. Candidates’ scores on this examination process may also be applied to other announcements involving other job titles, when directed by the Human Resources Director.



Applicants may be required to submit verification of qualifying education (including verifying foreign education credits or degree equivalency) and experience at any point during the recruitment and selection process. Refer to the following links for verification:

Verification Guidelines: http://www.sfdhr.org/index.aspx?page=20#verification   

Education Verification: http://www.sfdhr.org/modules/showdocument.aspx?documentid=18441


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.


CERTIFICATION: The certification rule for the eligible list resulting from this examination process will be Rule of Five (5) scores. The hiring department may conduct additional selection processes to make final hiring decisions.


ELIGIBLE LIST: The eligible list resulting from this examination is subject to change after adoption (e.g., as a result 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 of 6 months, and may be extended with the approval of the Human Resources Director.


Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246. Search that document by title or job code to see which departments use the classification.

Conviction History

As a finalist for a job, you will be fingerprinted, and your fingerprints will be sent to the California Department of Justice (DOJ) and the Federal Bureau of Investigation (FBI). The resulting report of your conviction history (if any) will be used to determine whether the nature of your conviction (or arrest, in limited circumstances) conflicts with the specific duties and responsibilities of the job for which you are a finalist. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:


·       Candidates for positions with the Unified School District and the Community College District may be disqualified from consideration should their conviction history not meet the standards established under the California Education Code.

·       Candidates for positions with the Recreation and Park Department may be disqualified from consideration should their conviction history not meet the standards established under California Public Resources Code 5164.


Having a conviction history does not automatically preclude you from a job with the City.


If you are selected as a finalist, the hiring department will contact you to schedule a fingerprinting appointment.

Disaster Service Workers

All City and County of San Francisco employees are designated Disaster Service Workers through state and local law (California Government Code Section 3100-3109). Employment with the City requires the affirmation of a loyalty oath to this effect. Employees are required to complete all Disaster Service Worker-related training as assigned, and to return to work as ordered in the event of an emergency.


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 www.jobaps.com/sf. 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.


Seniority Credit in Promotional Exams: 

Information regarding seniority credit can be found at:



Copies of Application Documents: http://www.sfdhr.org/index.aspx?page=20#copies


Reasonable Accommodation Request: Information on requesting reasonable accommodation for persons with disabilities can be found at: http://www.sfdhr.org/index.aspx?page=20#reasonableaccommodation


Clerical Errors: May be corrected by the posting of the correction on the Department of Human Resources website at: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions


General Information: Concerning City and County of San Francisco Employment Policies and Procedures: http://www.sfdhr.org/index.aspx?page=20


Veteran’s Preference: http://www.sfdhr.org/index.aspx?page=20#veteranspreference


Right to Work: All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States. http://www.sfdhr.org/index.aspx?page=20#identification


Exam Type:  CPE

Issued: September 7, 2018

Micki Callahan, Human Resources Director

Department of Human Resources

Recruitment ID Number: PBT-1093-083716

HSA/JK 415-557-5856


All employees hired on or after January 10, 2009 will be required (pursuant to San Francisco Charter Section A8.432) to contribute 2% of pre-tax compensation to fund retiree healthcare. In addition, most employees are required to make a member contribution towards retirement, ranging from 7.5%-13.25% of compensation. For more information on these provisions, please contact the personnel office of the hiring agency.


For more information about benefits, please click here.

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