1824 Principal Administrative Analyst, Org Change Analyst

Recruitment #PEX-1824-074077


Organizational Change & Customer Success Analyst
City Job Classification:  1824 Principal Administrative Analyst

Controller’s Office -  Systems Division

PeopleSoft Financials & Supply Chain Management; PeopleSoft Human Capital Management (HCM); PeopleSoft Enterprise Learning Management; Oral Interaction Hub; Cognos Business Intelligence and Informatica. 


The Systems Division of the Controller’s Office manages the City and County of San Francisco’s Enterprise Oracle and PeopleSoft Applications, which are branded locally as our People & Pay, Learning, Financials, Procurement, and Reports & Analytics systems. These applications provide a robust, integrated platform that delivers mission-critical services to 65 City Departments, eliminating the need for hundreds of independent legacy systems and customized applications. The technology implemented and maintained by the Systems Division provides standardization, transparency, and efficiency for the City’s crucial business processes.

Within the Systems Division, the Change Management 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.

To support our vision of driving stakeholder value and desired business outcomes, we have created a new position on our Change Management Team for an accomplished and enthusiastic Organizational Change & Customer Success Analyst to identify and address client needs, in a collaborative and fast-paced environment, including:

  • Developing an understanding of the Controller’s Office's service offering and interacting with users in an organized and knowledgeable manner
  • Collecting and organizing data effectively and performing analysis, such as benchmarking reports and operational analyses 
  • Structuring approaches to solving discrete problems, delivering clear requests for information, and demonstrating flexibility in prioritizing and completing tasks 
  • Conveying ideas clearly in an oral and written manner, one-on-one and in small groups 

The ideal candidate will have experience leading organizational change and customer success activities for enterprise level applications with large and diverse user bases; excellent writing skills; strong presentation and design experience, and the ability to be simultaneously strategic and tactical in their approaches.  The incumbent will join the Change Management team, working closely with colleagues on this team, to support the Division’s goal of increasing system adoption by our current and future users.


Under general direction, the incumbent is responsible for a broad range of activities:


  • Conduct change impact analysis and prepare organizational change management plans for complex programs across Controller Office System Division teams:

o    Assessment of change readiness, leadership alignment, and organizational impact

o    Change vision and strategy

o    Organizational design

o    Training strategies, and curricula and course development

o    Cultural transformation plans

o    Stakeholder management and communications to obtain awareness, understanding, buy-in, and support

  • Determine the level of change difficulty and create plans to match the complexity of that change/project.
  • Own and drive the end-to-end change plan beyond project delivery to ensure goals are met.
  • Create engaging content used for communications and training resources.
  • Proactively identify and develop improvements to change management strategy & methodology.
  • Partner closely with project teams and senior executives across the City.
  • Educate business partners about change management value.
  • Work with business partners, internal and external, to develop and maintain a library of policy and process documents.
  • Prepare presentations for the team and senior management highlighting performance in an easy-to- understand, executive-ready manner.
  • Performs other duties as assigned.

Minimum Qualifications

1. Possession of a graduate degree (Master's degree or higher) from an accredited college or university, and five (5) years full-time equivalent experience performing professional-level analytical work as described in Note A; OR

2. Possession of a graduate degree (Master's degree or higher) from an accredited college or university with major college coursework as described in Note B, and four (4) years full-time equivalent experience performing professional-level analytical work as described in Note A; OR

3. Possession of a baccalaureate degree from an accredited college or university, and six (6) years full-time equivalent experience performing professional-level analytical work as described in Note A; OR

4. Possession of a baccalaureate degree from an accredited college or university with major college coursework as described in Note B, and five (5) years full-time-equivalent experience performing professional-level analytical work as described in Note A;

 SUBSTITUTION: Applicants may substitute up to 2 years of the required education with additional qualifying experience in budget analysis, financial analysis and reporting, legislative/policy analysis, or contract/grant administration. One year (2000 hours) of additional qualifying experience will be considered equivalent to 30 semester units/45 quarter units.

Notes on Qualifying Experience and Education:

A. Qualifying professional-level analytical experience must be in one or more of the following functional areas: complex budget analysis, development and administration; complex financial/fiscal analysis and reporting; development of complex contracting systems and administration of competitive bid processes and complex contractual agreements; development and evaluation of complex management/administrative policy; complex grant administration and monitoring; complex program evaluation and planning; complex legislative analysis; complex economic analysis; or other functional areas related to the duties of positions in Class 1824, where the primary focus of the job is complex professional-level analysis for evaluation, recommendation, development and implementation of major programs and functions of department/organization. Analytical experience equivalent to the duties of Class 1823 is considered qualifying.

B. Coursework applicable to a baccalaureate or higher degree in specialized subject matter areas such as public or business administration, management, business law, contract law, public policy, urban studies, economics, statistical analysis, finance, accounting or other fields of study closely related to the essential functions of positions in Class 1824.

Desirable Qualifications:

·         Strategic communications and organizational readiness or project management process improvement experience.

·         Experience writing and analyzing communications delivered in multiple formats and mediums.

·         Experience with one or more related disciplines change management, communication, engagement and organizational readiness.

·         Prosci, CCMP, AMI or similar certification.

·         Experience with PeopleSoft.

·         Experience defining, planning, negotiating, and executing business process change initiatives in conjunction with enterprise system implementations.

·         Experience conducing stakeholder and needs analysis. 

·         Experience building relationships with internal and external partners.

Ideal Candidate:

·         Excellent communication skills including speaking, writing, editing and/or content organization experience.

·         At least three years of experience in the technology or consulting sector, preferably at the Senior Associate/Consultant.

·         Excellent interpersonal skills, including ability to communicate with a highly diverse range of clients and coworkers.

·         Demonstrated experience managing communication projects.

·         Website management skills and experience with SharePoint.

·         Experience with Animation, Infographic and Survey tools.

·         Demonstrated experience in preparing and providing public presentations to large audiences.

·         Experience using data to monitor issues and solve problems.

·         Demonstrated ability to establish and maintain good working relations with department personnel, staff, vendors, peers, and management.

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.

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  analyst, Vicente Centeno, by telephone at (415) 554-7506, or by email at Vicente.Centeno@sfgov.org


Selection Procedures

Only those candidates who most closely meet the needs of the Department will be invited to continue in the selection process.  Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process. 

Applicants will 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/index.aspx?page=456

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

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 applying 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 applying 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.



Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

General Information concerning City and County of San Francisco Employment Policies and Procedures: Important Employment Information for the City and County of San Francisco can be obtained at http://www.sfdhr.org/index.aspx?page=20 or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents: Applicants should keep copies of all documents submitted, as these will not be returned.

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.

Permanent-Exempt (PEX) Appointment:  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 project has a maximum duration of up to three (3) years.

Recruitment Type: PEX
Issued: 9/10/2018
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: PEX-1824-074077
CON/VC/(415) 554-7506


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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