1053 IS Business Analyst-Senior

Recruitment #PBT-1053-101501

Introduction

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

The Department of Technology is the centralized technology services provider within San Francisco City & County  government, delivering technology infrastructure and services approximately 33,000 employees and 800,000 residents. The department has an annual operating budget of over $130M and contains over 260 employees. Core service areas include: Infrastructure and Operations, Technology Security, Service Delivery & Management, Enterprise Applications, Project Management Office, Public Safety Systems & Wiring, Technology Administration, Policy & Governance and IT Public Communications.

Position Summary:

We are seeking an experienced IT professional who's adept at ServiceNow with advanced business analysis skillset and in- depth knowledge of IT Service/Business Management & ITIL best practices to serve as a senior level IT Service Management Business Analyst. This role will be reporting to the ITSM Program Service Manager (ServiceNow Platform Manager). The Department of Technology IT Service Management [ITSM] program is a best practices approach to providing and managing IT services. This multi-year program, initiated in the 2014, is focused on developing and implementing a service delivery and management framework with an emphasis on Continues Service Improvement & effectiveness of service delivery (improve and sustain service levels across all City & County of San Francisco). This framework is being managed within an ITSM SaaS platform called ServiceNow. The Department of Technology [DT] ServiceNow Platform is developed/configured as a single instance- multi tenancy solution. The fundamental goals of the ITSM program team is to support DT and other City departments/Agencies in their IT modernization effort by digitizing business processes [leveraging ServiceNow] to intelligently automate task and workflows that integrate systems, people and data across the enterprise.

Example of important and essential functions:

  • Work closely and collaborate with business and technology partners to offer guidance, determine requirements, define strategies for technical solutions & process improvements and develop functional designs based on the analysis of line of business needs, objectives and existing business/systems infrastructure;
  • Participate in the development solutions for new ideas/demands and to non-recurring problems by analyzing interpreting and evaluating various precedents and data and conduct "walkthroughs" for proposed solutions to system problems;
  • Lead Quality Assurance related activities including plan, creation and execution of routine/scheduled testing of system/component changes & patches, new releases testing, and approve all unit/system level & User Acceptance Testing;
  • Maintain/help producing solution development, design, operations & support documentations (i.e. Test & Development plans) that promotes and demonstrates sound technology management practices, including requirement traceability and gap analysis, new/updated test/use cases, support guides, training materials, job aids/quick reference guide;
  • Ensure/produce accurate documentation that may include aspects such as business/client requirements, detailed functional/technical specifications, and write findings in form of reports, which may be used in professional publications (i.e. Knowledge Articles);
  • Conducting research on ServiceNow and other emerging ITSM/ITBM new products, services, protocols and standards in support of ITSM best practices;
  • Meet with operational management to review tasks and system usage to determine areas for training and improvement; 
  • Evaluate critical information gathered from multiple sources, reconcile conflicts, decompose high-level information into details and properly prioritize demands based on business needs;
  • Maintain project management and operations documentation including updated operations manual, knowledge base, configuration control, minutes, agendas, project schedule, risk log and other appropriate information that is relevant, pragmatic, and tailored to the size, complexity, and activity;
  • Coordinate with outside vendors and contractors to complete projects and service requests; define, assign and evaluate their work;
  • Prepare and assist client in preparing, service requests to implement system changes; determine level of effort required and the cost of implementing service requests; prioritize requests;
  • May provide technical production support; assist with set processing schedule; update and produce reports.

Minimum Qualifications

These minimum qualifications establish the education, training, experience, special skills and/or license(s) which are required for employment in the classification.  Please note, additional qualifications (i.e., special conditions) may apply to a particular position and will be stated on the exam/job announcement.

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.

Special Condition: The above minimum qualifications reflect special condition associated with the position(s) to be filled. They may differ from the standard minimum qualifications associated with this classification.

  • 36 months Project Management IT application Design and Development
  • 36 months Enterprise Application Development Traceability & Gap Analysis  

Desired 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.

  • Minimum of 6 [six] years in the IT Service Management field with experience that demonstrates a wide range of IT operations knowledge and abilities in conjunction with ITSM/ITIL best practices
  • Minimum of 5 [five] years working with ServiceNow ITSM tool
  • Practical understanding of IT Service Management in a government environment
  • Certification in ITIL  
  • Effective problem-solving skills and flexibility to provide workarounds to meet business needs while awaiting problem resolution
  • Exceptionally strong oral, written, analytical, planning and organizational skills
  • ServiceNow administration training/certificate
  • Experience in Project Management, and business systems and process planning
  • Implementation, operations, maintenance of IT systems and/or administration of software functions in multi-platform and/or multi system environments
  • Experience developing Key Performance indicators and metrics to drive process improvements
  • Experience in executive (i.e. CEO, COO, CFO) level management engagement
  • Experience in procuring products and services
  • Experience in vendor management
  • Knowledge of San Francisco business regulations and how they are managed by City departments
  • Knowledge of working Security requirements of City departments

Notes:

1] A valid out of state driver's license is acceptable during the application process. A valid California driver's license must be obtained prior to appointment and maintained throughout employment.

2] One year of full-time employment is equivalent to 2000 hours. (2000 hours of qualifying work experience is based on a 40 hours 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.

3] Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

4] 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.

5] Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for these recruitments. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment or inability to receive full credit for scoring purposes. Any new information concerning work experience, education, training and other information that is submitted after the filing may not be used for scoring or considered to determine whether you meet the minimum qualifications.

5] Employees for 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.

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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.

Resumes are NOT verification documents.

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.

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

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, Aarti Lata, at (628) 652-5205 or via email to: Aarti.Lata@sfgov.org

Verification: 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 click here

Verification of qualifying experience, when requested, must be documented on the employer's business letterhead and must include the name of the applicant, job title(s), dates of employment, description of job duties performed, and signature of the employer's authorized 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 tax papers or other documents listing occupation and total earnings must be submitted. 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. Verification may be waived if impossible to obtain. The applicant must submit a signed statement explaining why verification cannot be obtained. Waiver requests will be considered on a case-by-case basis. Failure to provide the required verification, or request for waiver when requested may result in rejection of application.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

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. Make sure your application and any attachments to the application submitted at the time of filing are complete and accurate and include details on all experience, education, training and other information that qualifies you for this recruitment. Failure to submit a complete and accurate application at the time of filing may result in your ineligibility for this recruitment or inability to receive full credit for scoring purposes. Any new information concerning work experience, education, training and other information that is submitted after the filing deadline may not be used for scoring or considered to determine whether you meet the minimum qualifications.

Selection Procedures

Minimum Qualification Supplemental Questionnaire (MQSQ - Weight: Qualifying)

Applicants will be prompted to complete a supplemental questionnaire as part of the online employment application. It is essential that applicants provide complete information in identifying their education, experience, training and/or licensure, consistent with the information provided on their application. The supplemental questionnaire will be used to evaluate whether applicants meet the minimum qualifications for this position. Applicants must also complete the official application. The information in the supplemental questionnaire will not be scored and is collected for informational purposes.

Written Examination: (Weight: 100%)

Applicants who meet the minimum qualifications will be invited to participate in an written examination to determine their knowledge, skills and abilities in job related areas for the 1053 classification which may include, but not limited to: knowledge of requirements installation procedures, hardware, software and maintenance of systems; knowledge of ServiceNow platform core IT Service Management; Knowledge of Business analysis documentation standards including user stories; Knowledge of functional requirements, structured systems or procedures analysis of business process; Knowledge of key organizational and process maturity frameworks such as Information Technology Infrastructure Library ITIL and CMMI; Knowledge of IT/Business systems and Operations process planning & engineering in alignment with ITSM principles & IT Operations management best practices; Knowledge of Implementation and configuration of core ServiceNow applications; Knowledge of analyzing data and information using established criteria; Ability to work in cross-Functional Team; Ability to communicate effectively both orally and in writing; Ability to exercise decisiveness and creativity; Ability to collect, analyze, synthesis, prioritize, document; Ability to establish and maintain good working relations with departmental personnel; Ability to facilitate and present projects; Ability to translate functional requirements into systems specification; Ability to advise and provide interpretation to others; Ability to understand and learn a variety of business procedures and processes, and ability to use logic and analysis to solve moderately complex computer and systems problems.     

Certification: The certification rule for the eligible list resulting from this examination will be Rule of Seven Scores. Additional selection processes may be conducted by the hiring department prior to making final hiring decisions.

Date of Written: Only those applicants who meet the minimum qualifications will be notified of the exact date, time and place to report to written examination.

Eligible List:
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., 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 12 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 which use this classification, please see click here.

Notes:

1] Applicants who meet the minimum qualifications are not guaranteed to advance through all of the steps in the selection process.

2] Candidates must achieve a passing score on the written examination in order to be ranked on the eligible list.

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.

Conclusion

Terms of Announcement:

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.

Reasonable Accommodations Request: Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: click here

Veterans Preference: Information regarding requests for Veterans Preference can be found at: click here

Seniority Credit in Promotional Exams: Information regarding seniority credit can be found at: click here

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 click here 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.

 

Exam Type: Combined Entrance and Promotive

Issued: 1/3/2020

Micki Callahan, Human Resources Director

Department of Human Resources

Recruitment ID: PBT-1053-101501

Office of City Administrator  AL (628)652-5205

 

Benefits

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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