1070 - Digital Services Manager - HSA

Recruitment #PBT-1070-109472


05/25/2021: This announcement has been clerically amended to reflect changes to the title of the recruitment. 

This announcement has been amended and extended to reflect changes with the application deadline date.  Applicants who already applied under Recruitment PBT-1070-109472 during the filing period May 21, 2021 through June 7, 2021 need not reapply and will be included in the applicant pool.

06/07/2021: Extended application deadline to June 18, 2021

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 Disability and Aging 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.



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.



In San Francisco, Information Technology (IT) is making a shift in how we deliver services and utilize data – to focus on you, our residents, visitors, and the businesses in the city we love. Digital services can make each of these scenarios a reality, but we recognize there's a lot of work to do!

The HSA is recruiting a Digital Services Manager. An ideal candidate will be an exceptional leader with proven ability to not only set a strong vision and direction, but also to provide hands-on technical leadership towards the development, operation, and ongoing improvement of complex digital services. The incumbent will report to the Director of IT HSA.  The four fundamental principles guiding this task are: put the needs of residents first, focus on delivery and outcomes, promote an agile and data driven culture, and make our services accessible to everyone.

The Digital Services team will partner with HSA departments, divisions, and programs to introduce and modernize digital services department wide. They will be responsible for the public internet website (www.sfhsa.org), our intranet, Service-Now platform to deliver services to internal clients/staff, Docusign Administration, and O365 support and development (Team, Bookings, PowerApps/PowerForms, Sharepoint).



The essential duties of this position include, but are not limited to:

  1. Plan, develop, monitor, evaluate, and supervise the operation of the Digital Service team within IT of the HSA.
  2. Build new, public facing Digital Services for use by HSA customers or partners.
  3. Rebuild existing Intranet in accordance with our Digital Service Strategy and the new HSA website.
  4. Build new internal automation to support Digital Services and integrate with existing HSA IT Systems.
  5. Manage HSA website, focusing on content, design, user and customer experience.
  6. Define organizational structure, staffing requirements and resource allocation for offering an effective Digital Service.
  7. Improve HSA Digital Services strategy, align and roadmap to the overall Digital Strategy of the City and County of San Francisco.
  8. Meet with users, customers, community partners, executive management, internal HSA stakeholders, and other San Francisco Agencies to build on the overall Digital Services Strategy.
  9. Work closely with internal customers and users to continuously update and provide appropriate content for our website.
  10. Develop and implement HSA strategy for content integrity, governance, and content updates.
  11. Develop, implement and maintain procedures, administrative monitoring practices and controls in order to obtain smooth and effective operation of Digital Service division.
  12. Oversee and administer Digital Service Teams budget.
  13. Monitor the work of and coach subordinates to be customer-centric.
  14. Plan, develop, and implement complex projects which span a number of Agency Programs.
  15. Interface with all managerial levels of city/county government and outside agencies, and serve as a representative of the division or department in meetings involving administrative systems, policies or procedures.
  16. Prepare Requests for Information (RFIs), Requests for Proposals (RFPs), track vendor budgets and recommend consulting services as needed.



Minimum Qualifications


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].



Seven (7) years of experience in system administration, information systems development, maintenance and support, or information technology project management, including two (2) years of supervisory experience


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.

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


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


  • 5+ years of experience in managing software development and implementation projects.
    • 3+ years of experience in AGILE and/or Waterfall Project Management methodology. AGILE preferred.
    • Experience in Customer management and engagement.
    • Experience in managing large scale projects.
    • Experience working with Executives and with Management Level stakeholders to understand, develop and implement creative business solutions.
    • Experience in planning, executing and controlling web design, content management, and user experience projects.
    • Experience in developing and implementing Digital Services, such as public facing web or mobile applications in an Enterprise environment.
    • Experience connecting front end web applications to existing IT systems at an enterprise level, including web services and database connectivity, update, calls and web or mobile application data population.

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



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: 

Verification Guidelines: 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-1070-109472)
  • 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

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.

Click here to view a video tutorial on how to apply for City jobs.

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, Tamara Ranney, by telephone at (415)-770-4126, or by email at tamara.ranney@sfgov.org.

Selection Plan

Minimum Qualifications Supplemental Questionnaire (Weight: Qualifying) 

Supplemental Questionnaire Examination (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 examination as part of the online employment application. The Supplemental Questionnaire examination 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 latest digital technologies, business principles and practices and solution design process; ability to: lead, manage, supervise, administer and coordinate a complex operational section, identify, procure, and provide the set of technical tools, software, and other resources required to build digital products; and skills in the area of project management, problem-solving, time management, and analysis.

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

A passing score must be achieved on the supplemental questionnaire examination in order to continue in the selection process. Candidates’ scores on this examination process may also be applied to other announcements involving other job titles when directed by the Human Resources Director. 


CERTIFICATION: The certification rule for the score report resulting from this examination process will be Rule of Ten (10) scores. The hiring department may conduct additional selection processes to make final hiring decisions. 


ELEGIBLE LIST/SCORE REPORT: 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 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 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.


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 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.



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.


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.


SENIORITY CREDIT IN PROMOTIONAL EXAMS: Information regarding seniority credit can be found at: https://sfdhr.org/information-about-hiring-process#senioritycredit





DRIVER’S LICENSE REQUIREMENT: http://www.sfdhr.org/index.aspx?page=20#license


VETERAN’S PREFERENCE: http://www.sfdhr.org/index.aspx?page=20#veteranspreference

CLERICAL ERRORS: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions

RIGHT TO WORK: http://www.sfdhr.org/index.aspx?page=20#identification


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.

Exam Type: Combined Promotive and Entrance (CPE)

Issued: May 21, 2021 

Re-Issued: June 7, 2021

Carol Isen, Human Resources Director

Department of Human Resources

Recruitment ID Number: PBT-1070-109472

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.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

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