The San Francisco 311 Customer Service Center (SF311) connects residents and visitors with easy access to government services and information through the phone, web, and mobile. SF311 strives to simplify and improve work processes and remove barriers for requesting service or information. SF311 prides itself on innovation and hard work and has handled over 21 million calls since its launch in 2007 and over 65% of service requests are submitted via self-service options.

THIS IS A POSITION BASED EXAM

• Application Filing Deadline: January 6, 2022
• Annual Salary: $111,176 – $139,880

SF311 is looking to fill two (2) senior analyst positions in critical collaborative roles. Both individuals will perform a wide range of tasks with a focus of improving efficiency in City Operations. Position assignments are expected to be as follows, but subject to change based on the needs of the department:

1. The Healthy Streets Operation Center (HSOC) and Shine On SF: HSOC provides a coordinated city response to unsheltered person experiencing homelessness, individuals struggling with behavioral health issues, cleanliness, and related public safety issues to ensure San Francisco’s streets are healthy for everyone. Shine On SF brings together City Agencies and external partners committed to a clean and cared-for San Francisco.
2. Shared Spaces: The Shared Spaces Program allows San Francisco residents, community, and non-profit organizations; small business owners; and art, entertainment, and cultural organizations to activate the public realm for community-focused purposes and commerce.

The senior analysts will work with these agencies and others, responsible for ensuring that the work processes, forms, mobile applications, and reports work together to support the varied and complex City processes. They will also work closely with other SF311 and department staff, conducting complex process analysis, operational enhancements, reporting and policy and process development.

Essential duties include, but are not limited to:

• Work with departments to understand business practices, develop forms, and complex workflow to support process improvements.
• Based on feedback, field visits, and data analysis, identifies trends or abnormal activities and implements collaborative process and application improvements to ensure consistent handling of service requests.
• Develops and determine use cases and requirements for field engagements with a lot of uncertainties; write detailed design specifications; coordinate "walk-throughs" for proposed solutions to system problems.
• Maintain accuracy of the Verint CRM scripts, forms, and reference documents to ensure consistent and correct intake of requests across all customer intake channels using configuration tools and documents, HTML, XML, XSLT, and JavaScript
• Resolve difficult and complex requests or escalated issues coming through SF311.
• Provides support to users of the CRM platform including web and mobile applications.
• Maintain user access lists, configure services, coordinates with other departments for deployment, conducts end user training. Leads the implementation of enhancements (requirements, analysis, design, development, testing, deployment).
• Creates user guides and other training materials; conducts user training; facilitates communication between City Departments and vendors.
• Use Business Intelligence tools to develop and distributes reports to facilitate resolution of requests or in response to requests from departments.
• Be committed to working in a collaborative team environment with a 50/50 split between technical/functional focus.
• Monitors and reports on case closure data, identifies and tracks issues, provides instruction to agencies and/or makes enhancements to system so they may accurately report their performance. Escalates issues to SF311 management, if needed.
• Works on special projects and other related duties as assigned.

Nature of Work: Full-time, usually Monday through Friday with flexible hours between the hours of 7:00 am – 6:00 pm. Teleworking may be allowed up to 3 days/week but applicant must be able to meet the City's telework policies and management reserves the right to cancel at any time. Additionally, this position will require applicant to be available to work occasional weekends and holidays whenever necessary to provide outreach sessions as necessary. This position may require a substantial amount of walking to and from different sites.

MINIMUM QUALIFICATIONS

EDUCATION:
Associate Degree in computer science or 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 of recent and verifiable experience in the information systems field.  Two (2) years of this experience must include: (a) business process re-engineering and implementation using a full system development live cycle in forms and workflow development in a CRM or similar product; AND (b) design, development, and implementation of Business Intelligence and analytics solutions; building data visualizations, dashboards, spreadsheets, and geospatial representations of complex/large datasets for a wide range of audiences. The experience may be obtained concurrently within the last six years..

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.

Notes:

• One year of full-time employment is equivalent to 2,000 hours (2,000 hours of qualifying work experience is based on a 40-hour 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.
• Applicants must meet the minimum qualification/special condition requirement by the final filing date unless otherwise noted.

DESIRABLE 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.

• Must be a self-starter, highly motivated, able to think through problems to come up with innovative solutions and able to work independently.
• Advanced-level skills in business systems analysis methodologies and techniques including requirements gathering, documenting, and reporting ; preparing functional specification documentation, system and user testing techniques and documentation, process flow and diagramming, and logical and physical database design
• Demonstrated ability to establish and maintain good working relations with external and internal partners. 
• Collaboration, teamwork, and relationship-building skills.
• Excellent oral and written communication skills, sufficient to create PowerPoint presentations and confidently present/speak in front of crowds/members of the public and/or individuals from all levels within an organization.
• Knowledge of San Francisco – geography, government and other services, history, current events, and other relevant information that changes on a day-to-day basis

VERIFICATION:
Applicants may be required to submit verification of qualifying education and experience at any point in the application, examination and/or departmental selection process. 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. For more information on verification, please visit the following link: http://www.sfdhr.org/index.aspx?page=20#verification

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.

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

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

SELECTION PROCEDURE: 
Candidates must pass all phases of this examination in order to be ranked on the eligible list.

Minimum Qualification Supplemental Questionnaire (MQSQ): Candidates will be required to submit an MQSQ at any point in the application, examination or departmental selection process. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications. Applicants are required to also complete the Preliminary Questions with their application. It is essential that applicants provide complete information in identifying their education, experience and training. Any experience or education field that lists see resume will not be accepted.

Written Examination (Weight: 100%) Candidates will be invited to participate in a written examination designed to measure their relative knowledge, skill and ability levels in job-related areas which may include, but is not limited to ability to: work with departments to understand business practices, develop forms, and complex workflow to support process improvements, implement application improvements based on trends or abnormal activities identified in feedback, field visits, and data analysis, maintain accuracy of the Verint CRM scripts, forms and documents; create and update knowledgebase articles, internal and external web content information; develop and execute user acceptance scripts; respond to inquiries; and use Business Intelligence tools; human relations ability; written and oral communication ability.

Qualified candidates will be notified of the date, time, location and type of exam format in their exam appointment notification.

Certification Rule: The certification rule for the ranked eligible lists resulting from this examination will be Rule of the Three Scores. The department may administer additional position-specific selection procedures to make final hiring decisions.

Eligible 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 6 months and may be extended with the approval of the Human Resources Director 

Terms of Announcement:
This is a Position Based Test conducted in accordance with Civil Service Rule 111A. 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 and, if so, an amended note will be posted on this official job announcement. 

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.

In line with the Official Public Health Order to slow the spread of COVID-19, “shelter-in-place” has been issued for all San Francisco residents that is expected to be in effect until further notice. As a result, 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.

Additional Information Regarding Employment with the City and County of San Francisco:

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Seniority Credit in Promotional Exams
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

All your information will be kept confidential according to EEO guidelines.

Exam Type: Combined Entrance and Promotive (PBT-1053-116851)
Application Opening: November 24, 2021
AMENDED: 12/9/21 to Continuous for sufficient qualified applicant pool.

Exam Analyst Information: If you have any questions regarding this recruitment or application process, please contact the exam analyst, at [email protected].

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be vaccinated against COVID-19 as a condition of employment.  For details on how it is applicable to your employment, please click here.

The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.