The Department of Technology is the centralized technology services provider within San Francisco City & County government, delivering technology infrastructure and services approximately 28,000 employees and 800,000 residents. The department has an annual operating budget of over $130M and contains over 220 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.

If you are interested in a position where your leadership, expertise problem solving is valued, please consider joining DT. We are passionate about public service and contribute a diverse range of perspectives and ideas for improved technology services. Join us as we solve exciting challenge and push the boundaries of what technology can do for San Francisco's 33,000+ City employees and 800,000+ residents.

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

Specific information regarding this recruitment process are listed below:

• Application Opening:  5/16/2022
• Application Deadline: 5/31/2022
• Compensation Range: $129,376 to $162,734 annually
• Recruitment ID: # 121905

The Principal Telecom & Telephony Business Analyst will work with the Telecom Engineer team, Application & Database team, and DT Finance team to ensure voice and data circuits are tracked accurately for asset management and telephony billing purposes.  This position will also support the Citywide VoIP (Voice over IP) project implementation by working closely with DT Project Management Office (PMO) and client departments in generating service requests to connect/disconnect circuits and PBX phone lines.  The primary functions will be to diagnose and resolve technical issues related to telecom and telephony hardware/software and communicate with the customers.

This Principal Telecom & Telephony Business Analyst will lead a team of Senior Business Analysts in implementing, tracking, and maintaining the telephony circuits/assets and chargeback billing for the Department of Technology.  This position will be responsible for complex analytical activities involving the evaluation, design, maintenance, and documentation of department telecom applications and ensuring the related data analysis/reporting is accurate and concise.  Job responsibilities include operational support and data analysis for monthly business processes, investigating and resolving trouble incidents, and analyzing and implementing department telecom requests and enhancements.  In addition, this position will act as the Liaison with all telecom service providers to ensure the complete fulfillment of product and service orders, and address and resolve any order issues or discrepancies.

Examples of Important and Essential Duties:

1. Directs, supervises, reviews, and participates in the work performed by the Telecom Engineer (TE) Team (consisting of three 1053 Senior Business Analysts).

2.  Ensures that appropriate policies and procedures are followed by the team members; reviews and recommends a variety of personnel actions in such areas as performance evaluation, training, selection, and disciplinary measures.

3.  Acts as the Lead for the Telecom team in providing support for all CCSF departments already utilizing DT's Core VoIP system, in addition to support of the City's DPH and SFPD environments.

4.  Acts as the Lead in any required work effort to update or clean internal telecom data including exceptions or mismatches;

5. Identifies, analyzes, and resolves complex application, process, and data issues related to telephony billing; develops and implements modification as necessary; prepares special reports; maintains records of system documentation.

6.  Acts as the Lead in supporting the DT Finance team in maintaining up-to-date telephony data information for system updates to ensure accurate costing and billing of telephone products and services to client departments.

7. Works closely with other department divisions, including the Finance, PMO (project management), and Network Teams on telephony data updates and chargeback changes due to VoIP and other technology improvements, as well as department moves, adds and changes.

8. Consults on special requests for information and reports; participates in audits, integrated reviews and improvement studies, and quality control reviews. 

9. Provides advice and recommendations to meet user needs.

10. Reviews plans for software, hardware and telecommunications equipment and services; prepares specifications; oversees request for proposal process.

11. Monitors and reviews work in progress, provides technical assistance and guidance. Acts as the coordinator in providing support and maintenance of the City's current Avaya infrastructure

12. Works with the rest of the VoIP/Telecom team, as well as the Network, Security, and Virtualization teams to ensure continued service of a secure, highly available, and resilient telecommunications infrastructure.

13. Designs, develops and implements new systems to support departmental activities.  Acts as the coordinator for the TE Team in the migration work of 106 PBX systems to DT's Core VoIP system; will also actively participate in the search and implementation of a new telephone/circuit asset tracking and billing system.

14.  Liaison with all telecom product and service providers to ensure all circuit orders are fulfilled and any issues or discrepancies are addressed and resolved

15.  Attends meetings as needed; represents unit on committees.  Acts as subject matter expert at regularly scheduled Telecom, Finance and Application meetings or work sessions and other required meetings to provide updates on department moves, adds, and changes information or telecom vendor or process update.

16. Other required duties as assigned.

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:
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.
 

NOTES:

One-year full-time employment is considered equivalent to 2000 hours (2000 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 minimum qualification requirements by the final filing date unless otherwise noted.

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.

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.

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 https://sfdhr.org/how-verify-education-requirements”
 

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.

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.

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.

SELECTION PROCEDURE/EXAMINATION REQUIREMENTS
After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Minimum Qualification Supplemental Questionnaire (MQSQ):
Candidates will be required to complete a MQSQ as part of the employment application. This MQSQ is designed to obtain specific information regarding an applicant's experience in relation to the 

Minimum Qualifications (MQ) for this position. The MQSQ will be used to evaluate if the applicant possesses the required minimum qualifications.

Written Examination  (Weight 100%):
Candidates deemed to meet the minimum qualifications will be invited to participate in a written examination designed to measure their relative knowledge, skills and abilities in job-related areas. A passing score must be achieved on the written examination in order to be ranked on the eligible list.
 

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 12 months and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see https://sfdhr.org/sites/default/files/documents/Forms-Documents/Position-Counts-by-Job-Codes-and-Department-FY-2021-22.pdf.

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 the posting the correction on the Department of Human Resources website at https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/.

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.]

1) Medical Testing: Prior to appointment, eligible candidates must successfully pass the TB testing process. Prospective and current employee may be subject to drug and/or alcohol testing in accordance with Federal rules and regulations.

2) SECURITY CLEARANCES AND BACKGROUND INVESTIGATIONS: Positions in this classification may require that successful candidates who become eligible for appointment may be required to go through a background investigation to determine the candidate’s suitability for employment in this classification. Factors considered in the investigation may include employment history, use of illegal/controlled substances. Reasons for rejection based on this investigation may include, but not limited to: applicable convictions, repeated or serious violations of the law, inability to accept supervision, inability to follow rules and regulations, falsification of application materials and/or other relevant factors. Failure to obtain and maintain security clearance may be basis for termination

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
• Veterans Preference
• Seniority Credit in Promotional Exams 
• Right to Work
• Copies of Application Documents
• Diversity Statement

HOW TO APPLY:
Applications for City and County of San Francisco jobs are only accepted through an online process. Visit https://careers.smartrecruiters.com/CityAndCountyOfSanFrancisco1/ and begin the application process.

• Select the “I’m Interested” button and follow instructions on the screen

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, @famsf.org, @ccsf.edu). 

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. 

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 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.