1052 IS Business Analyst - HSA

Recruitment #PBT-1052-105879



10/13/2020: This announcement has been amended and extended to reflect changes with the application deadline date.  Applicants who already applied under Recruitment PBT-1052-105879 during the filing period of September 29, 2020 through October 13, 2020 need not reapply and will be included in the applicant pool.

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


The Human Services Agency (HSA) 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. HSA was formed in 2004 with the merger of two previously existing city departments, the Department of Human Services and the Department of Aging and Adult Services. The agency retains two commissions and two department heads. The agency also includes the Office of Early Care and Education. Our mission is to promote well-being and self-sufficiency among individuals, families, and communities in San Francisco.   

The HSA of the City and County of San Francisco shares a commitment to a diverse, inclusive, and equitable community. Each member of our organization is responsible and accountable for promoting success, being compassionate, and ensuring that everyone has a voice to make San Francisco an inclusive and equitable place to live and work by employing fair and just practices to and for all.



We provide a safety net for individuals and families by offering income support, community-based living supports, and assistance getting 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.   



Digital Services is a new, lean, fast-moving team inside of the HSA Information Technology (IT) department. We are dedicated to empowering our agency to ensure the well-being of our clients through the design, development, and delivery of simple and elegant digital solutions. Through the use of digital technology, we strive to help our programs meet the evolving needs of our clients while also modernizing our internal business processes with the end goal of enabling the most efficient, seamless, and well-crafted delivery of services possible.

The IS Business Analyst will support Digital Services as our primary project manager. The incumbent should be knowledgeable and comfortable working with both Agile and waterfall management styles. The incumbent will be working with developers, designers, and users to ensure a common understanding of the work, eliminate blockers, and keep projects on track. Excellent communication skills are key as the IS Business Analyst will be our primary customer interface and will be working with our internal customers.

The ideal candidate will be experienced with a variety of software technology and web products. They will be able to assist our developers with feature testing and product level support. The IS Business Analyst will have the ability to master web products from the user’s perspective and the ability to communicate product specifics to users and management. They will thrive in a fast-paced environment where creativity and out-of-box thinking are encouraged. The ideal candidate will be able to facilitate open dialogs and maintain positive relationships.



  1. Manage projects by collaborating with developers, designers, and users to ensure a common understanding of the work, eliminate blockers, map out project milestones, and keep projects on track.
  2. Communicate with internal customers to generate user stories and gather requirements while working with the developers to translate these stories into technical requirements and development tasks.
  3. Prioritize the needs of our internal and external users in product design sessions.
  4. Participate in daily stand-up meetings and provide feedback to developers, management, and users.
  5. Test new web features and provide feedback to the developers.
  6. Write and assign development tasks in collaboration with the development team.
  7. Lead product demonstration meetings where new features are presented to users and management.
  8. Administer web products (such as Drupal, SharePoint, DocuSign, and/or MS Teams), create new accounts and new instances, troubleshoot issues, and optimize products to meet our user’s needs.
  9. Monitor the maintenance and enhancement of web products (such as Drupal, SharePoint, DocuSign, and/or MS Teams) to ensure proper functionality and provide support, analysis, coordination, and assistance for continuous business operations.
  10. Create and generate reports and statistics to meet user and program requirements and create workflow diagrams (MS Visio, OmniGraffle, Adobe Illustrator, or design product of choice) that translate business process workflows into easy to read graphics.
  11. Conduct feasibility studies, evaluate vendor products, and make recommendations based on user requirements and system analysis to ensure adequate planning.
  12. Install and maintain software and facilitate communication between clients and vendors regarding system maintenance and solution implementation for technologies like Drupal, SharePoint, and DocuSign.
  13. Conduct user training.
  14. Participate and represent the department in meetings, including committee meetings.
  15. Research and evaluate technology through industry meetings, seminars, and vendor contacts, identify opportunities for improvements through automation, and develop screen logic and reports.
  16. Create and propagate a positive culture of collaboration within our team and outwardly with our users and partners.

Minimum Qualifications


  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].



  1. One (1) year in the information systems field, including technical support, content management, administration of network applications or system analysis.


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.


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

  1. Project management experience or certification in Public Sector or Non-profit Agency.
  2. Direct experience with Drupal 7/8/9 Content Management System (CMS).
  3. Experience working in an administrative capacity with Microsoft SharePoint, MS Teams, ServiceNow.
  4. UI/UX and/or graphic design experience.
  5. Microsoft Visio or other information graphic design experience.
  6. Experience working with DocuSign.


**Applicants must meet the Minimum Qualification requirements by the final filing date unless otherwise noted. **


Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. Refer to the following links for verification: https://sfdhr.org/information-about-hiring-process

Education Verification, including verifying foreign credits or degree equivalency: https://sfdhr.org/how-verify-education-requirements%20

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.

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 (PBT-1052-105879)

-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


-Follow instructions on the screen

In line with the Official Public Health Order to slow the spread of COVID-19, a “shelter-in-place” has been issued for all San Francisco residents and this order is expected to be in effect until further notice.  As a result, the Department of Human Resources (DHR)’s office (located at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103) is currently closed to the general public. If you have any questions, please feel free to email the Human Resources Analyst listed on this announcement.

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 in 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, Tamara Ranney, by telephone at 415.770.4126, or by email at tamara.ranney@sfgov.org.

Selection Plan

Minimum Qualification Supplemental Questionnaire (Weight: Qualifying)

Supplemental Questionnaire (Weight: 100%)

Selection Procedures


Candidates will be prompted to complete a Supplemental Questionnaire as part of the online employment application. This Minimum Qualification Supplemental Questionnaire is designed to obtain specific information regarding an applicant's experience in relation to the Minimum Qualifications for this position. Applicants must also complete the official application. It is essential that applicants provide complete information in identifying their education, experience, and training. The Minimum Qualification Supplemental Questionnaire will be used to evaluate if the applicant possesses the required minimum qualifications.


Candidates will be prompted to complete a supplemental questionnaire as part of the online employment application. The Supplemental Questionnaire is designed to measure an applicant’s relative knowledge, skills, and abilities in job-related areas identified as critical for successful performance. These may include but are not limited to knowledge of electronic data processing and its applications; installation procedures, hardware, software and maintenance of systems; database analysis; business applications development; systems implementation; common operating systems; ability to communicate effectively both orally and in writing; ability to establish and maintain good working relations; use logic and analysis to solve computer and systems problems; analyze and categorize data and information in order to determine the relationship of the data with reference to established criteria/standards; exercise judgment, decisiveness, and creativity required in situations involving the evaluation of information against measurable criteria.

All responses to the Supplemental Questionnaire are subject to verification and should be consistent with the information provided in your application.

NOTE: Passing score must be achieved on the supplemental questionnaire in order to continue in the selection process.

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.


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 the 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., 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 six (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/score report resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments that use this classification, please see https://sfdhr.org/sites/default/files/documents/ASO-Level-Chart.pdf?documentID=21246.

Conviction History

As a selected candidate 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 selected candidate. 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 a selected candidate, 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 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 posting the correction on the Department of Human Resources website at www.jobapscloud.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.


Some positions in the Human Services Agency will require the use of personal protective equipment (PPE), including but not limited to gloves, gowns, eye and face protection, and face-fitting respirators. The requirement for the use of PPE may come on short or no notice. Facial hair or any condition that interferes with a face-fitting respirator’s seal (i.e. comes between the sealing surfaces of the respirator and the wearer’s bare skin) is not permitted when face-fitting respirators are worn, including during initial or periodic respirator fit-testing. Employees who choose not to shave and do not have either American Disabilities Act (ADA) or Equal Employment Opportunity (EEO) Accommodations do not have the right to alternate work assignments or the option of using a loose-fitting Powered Air Purifying Respirator (PAPR) in place of a face-fitting respirator.


Important Employment Information for the City and County of San Francisco can be obtained at http://sfdhr.org/information-about-hiring-process or hard copy at 1 South Van Ness Avenue, 4th Floor.


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


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


Information regarding seniority credit can be found at: http://www.sfdhr.org/index.aspx?page=20#senioritycredit


Most positions require a valid California’s driver’s license: http://www.sfdhr.org/index.aspx?page=20#license




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


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 (Combine and Promotive Examination)
Issued: September 29, 2020
Micki Callahan, Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-1052-105879
HSA/ TR / 415-770-4126


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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