Job Description

We are looking for a business analyst to help us provide excellent service by creating and improving communications and processes between City Agencies.

Working with a team of analysts, you will help keep processes and information current and complete; define and enhance new processes, create supporting documentation internally and publicly on our website, and provide reporting to departments and the public. By listening to feedback from the public and departments, you will develop and update call center, external and mobile request forms to make sure we’re capturing the correct information for resolving departments. Of course, you’ll perform related duties as assigned.

ESSENTIAL DUTIES INCLUDE, BUT ARE NOT LIMITED TO:

• Communicate with departments in Meetings, Agendas, Minutes, and project plans to understand and document work processes using Microsoft Office and Zoho Projects
• Define and implement improved department processes to gain efficiencies in call handling or request processing by employing automated processing and new technologies
• Maintain Verint Customer Relationship Management (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 and JavaScript
• Create and update knowledgebase articles, internal and external web content to provide internal and external audiences with vital information using web content management tools
• Develop and execute user acceptance scripts to test new business processes throughout the software development life cycle
• Respond to inquiries from Customer Service Representatives and the public to resolve incomplete, confusing, or conflicting information
• Configure and distribute operational and managerial reports to simplify and track reported work using Microsoft reporting tools and basic SQL
• Assist and resolve questions for City Staff regarding the use and problems related to the CRM Application over the phone, by email, and using screen sharing tools
• Assist in emergency messaging in a 24x7 environment with Customer Service Representatives and the public to ensure they have current information in person at the office or EOC

Nature of Work: Full-time, usually Monday through Friday, 8:00 am – 5:00 pm. However, this position will require applicant to be available to work weekends and holidays whenever necessary to support the 24/7 operation of the Customer Service Center. 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. May require occasional travel within the city.

Qualifications

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:  One (1) year of recent and verifiable experience in managing a Customer Relationship Management (CRM) application that includes business process re-engineering and full implementation using full system development life cycle, AND web content management experience in designing web pages for usability and updating the web content to maintain current information. This experience above must be 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.

• Business Intelligence (BI) reporting experience using Microsoft Reporting Services, PowerBI, or Tableau is highly desirable
• 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. 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. 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.

Additional Information

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: define and implement improved department processes, maintain 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; configure and distribute operational and managerial reports; 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 of 6 MONTHS and may be extended with the approval of the Human Resources Director 

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.

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.

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-1052-114855) APPLICATION OPENING: November 24, 2021

EXAM ANALYST INFORMATION: If you have any questions regarding this recruitment or application process, please contact the exam analyst, at ANGIE.IGNAO@SFDPW.ORG.

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.