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 23 million calls since its launch in 2007 and over 70% of service requests are submitted via self-service options.

Appointment Type: Temporary Exempt (TEX), this position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.

Under the general supervision of the 311 Customer Service Center Deputy Director, this position supervises the staff who analyze, document, and improve processes for all City agencies using the enterprise Customer Relationship Management software.  This position acts as a technical specialist and project manager for SF311 and is directly responsible for delivering and updating critical services for the public and City staff. Working in conjunction with other departments and technical staff within SF311, this position assumes technical responsibility for the completion of major projects; and oversees or performs all or most of the systems development life cycle and ongoing administration functions, including analysis on needs, cost-benefit , structured systems,  design, and feasibility , technology and software assessment, project planning and management, implementation and testing, conversion to production status, technical and procedural documentation and end-user training.

The 1054 IT Project Manager will perform within a broad framework of general policy and requires creativity and resourcefulness to accomplish goals and objectives, and in applying concepts, plans and strategies which may deviate from traditional methods and practices.

The IT Project Manager will have both a supervisory and an operational role, requiring the ability to shift from acting as a supervisor or lead to acting as the expert. Sample responsibilities include:

• Ensure the City CRM, Integration, and Reporting Services provided by SF311 are available and continually improved to meet the needs of the City's residents, visitors, employees, and partner agencies.
• Oversee management of multiple projects including scope, schedule, cost, performance, resources, and execution.
• Manage the work of the SF311 Technical team to ensure successful achievement of division and City goals.
• Analyze, develop, and deploy processes that enhance the accessibility and equity of services to all populations within the City and County.
• Coordinate actions with the SF311 IT Manager to improve information/network security and comply with the increased range of Cybersecurity risks and requirements.
• Oversee the development of digital assets such as Online Forms, portals, knowledge, and mobile applications.
• Design and distribute reports internally and to other agencies using Business Intelligence (BI) reporting tools such as Power BI, Visual Studio, and SQL.
• Provide team leadership and ensure continuous improvement of SF311 processes as well as mentoring of other employees.
• Coordinate the flow of information and service requests with all Verint (CRM) and Integrated agencies.  Oversee business continuity and disaster recovery policy management to ensure availability of SF311 services.
• Represent 311 on committees, Emergency Operations Center (EOC), or Joint Information Center (JIC) as required. These meetings may take place outside of normal working hours.
• Perform related duties and responsibilities, as assigned.

Nature of Work: Full-time, usually Monday through Friday, with flexible hours between the hours of 7:00 am and 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 due to the department's 24x7 operations.

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].

2.  Five (5) years of experience 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.

Desirable Qualifications

• Project Management Professional (PMP) Certification
• Experience with Business Intelligence (BI) reporting tools such as PowerBI, SQL Reporting Services, Excel, Visual Studio, SQL, or Tableau
• Customer Relationship Management (CRM) experience: developing processes, scripts, online forms, managing content, and user administration
• 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

Important: Submission of a resume and a cover letter describing why you are applying for this position is REQUIRED at the time of filing.  To upload these items, please attach using the “additional attachments” function. 

Verification: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. 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.

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. 

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

Compensation:  $129,376 - $162,734 annually

Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before April 22, 2022.

Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

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.

Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone at (415) 554-6000 or, if hearing impaired at (415) 554-6015 (TTY).

CONDITION OF EMPLOYMENT:  All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

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.