1044 IS Engineer-Principal

Recruitment #PBT-1044-063270


This is a Position Based Test conducted in accordance with Civil Service Rule 111A.

Position Description:
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 16 million calls since its launch in 2007.

Under the general supervision of the 311 Customer Service Center Deputy Director, the Principal IS Engineer manages the infrastructure necessary to keep the call center operational 24x7x365 and is responsible for the planning, acquisition, deployment, and maintenance of the systems used the by and is responsible for the planning, acquisition, deployment, and maintenance of the systems used tby the agents and staff to support the public and City agencies.

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 needs analysis, cost-benefit analysis, structure systems analysis and design, feasibility analysis, technology and software assessment, project planning and management, implementation and testing, conversion to production status, technical and procedural documentation and end-user training; and perform related duties as assigned.

Examples of Important and Essential Duties in:
1. Support applications, hardware and networks to ensure center maintains a supportable and reliable infrastructure.
2. Complete documentation and testing for all projects.
3. Manage and coordinate projects across multiple agencies related to upgrades, updates, or fixes for core operating systems and their related components, without negative impact to the overall availability and reliability of the enterprise systems/networks.
4. Manage integrated telecommunications application. Provide server and application support, arrange upgrades and refreshes.
5. Design, document, and distribute complex reports for internal users and other agencies using Visual Studio and Microsoft SQL server reporting services.
6. Leverage server automation through use of scripts and batch files.
7. Maintain records of system documentation.
8. Establish hardware and software standards.
9. Troubleshoot and support the system or network in order to maintain the system or network’s integrity and reliability. Contact software and hardware vendors when necessary.
10. Assure proper planning, engineering, documentation, installation and testing of systems
11. Provide technical support to 311 staff, other city departments, and contractors by providing subject matter expertise and coordination for all aspects of the Lagan CRM process and interoperability with other departments and the public website.
12. Participate and support the Department’s Emergency Management Role in Citywide events.

Nature of Work: Full-time, usually Monday through Friday, 8:00 am to 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.

Minimum Qualifications

1. Possession of a baccalaureate degree from an accredited college or university in computer science, business administration, or a closely related field; AND

2. Six (6) years of recent and verifiable senior level Windows server administration experience managing servers, desktops, and applications. This experience must include four (4) years of senior level experience in:
     • IT Project Management that includes managing the deployment, improvements, and upgrade to the applications; AND 
    • SQL structured query language to access SQL server databases

This experience must have been obtained within the last eight (8) years.

Substitution: Applicants may substitute additional qualifying experience for the required education. One year (2000 hours) of qualifying experience will be considered equivalent to 30 semester units/ 45 quarter units.

The above minimum qualifications reflect special conditions associated with the position to be filled. They may differ from the standard minimum qualifications associated with this classification.

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 reporting experience using Visual Studio, Report Builder 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.

How To Apply

Applications for City and County of San Francisco jobs are being accepted through an online process. Visit www.jobaps.com/sf to begin the application process by registering an account.

  • Click and select the 1044 IS Engineer-Principal
  • Click on “Apply” and read and acknowledge the information
  • Click on “I am a New User”
  • Follow instructions given on the screen

Computer kiosks are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file on-line applications in the lobby of the Department of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco, CA 94103.

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).

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.

Interested candidates are encouraged to apply immediately. If you have any questions regarding this recruitment or application process, please contact the exam analyst, Angie Ignao, at (415) 554-6107, or via email to: angie.ignao@sfdpw.org.  

Resumes may be attached to the application; however, resumes will not be accepted in lieu of a completed City and County of San Francisco application.

Applicants may be required to submit verification of the qualifying experience and education, at any point in the application, examination or departmental selection process. Resumes will not be accepted in lieu of verification of qualifying experience and education. When requested, applicants who possess a degree that is from a foreign and/or non-accredited college or university may be required to provide an equivalency certification of the degree. 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. Failure to submit the required verification, when requested, may result in disqualification or ineligibility for employment. 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.

Selection Procedures

Training and Experience Evaluation (Weight: 100%)
Applicants will be prompted to complete a supplemental questionnaire as part of the online employment application. Candidates will be evaluated and scored based on the information provided in their job application, required verification, and supplemental questionnaire to determine their possession of the knowledge, skills, and abilities required for position 1044 IS Engineer-Principal. All relevant experience, education and/or training must be on the supplemental questionnaire in order to be reviewed in the rating process. Candidates will be placed on the eligible list in rank order according to their final score.

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

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

Eligible List: http://www.sfdhr.org/index.aspx?page=20#eligiblelists
The eligible list resulting from this examination 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. Upon approval of the Human Resource Director (see Civil Service Rule 111A.26.5), the eligible list resulting from this announcement may be used by other departments that also use this classification or a similar classification. To find other Departments which use this classification, please see http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=13693. Search that document by title or job code to see which departments use the classification.

Conviction History

As part of the selection process an image of your fingerprints will be captured and 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) history will disqualify you as a candidate based on the specific requirements of the position to which you are applying. If selected for fingerprinting, the hiring department will contact you to schedule an appointment.

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.

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.


Position Based Testing: http://www.sfdhr.org/index.aspx?page=20#positionbasedtesting.

Reasonable Accommodation Request: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

Veteran’s Preference: http://www.sfdhr.org/index.aspx?page=20#veteranspreference

Seniority Credit in Promotional Exams: http://www.sfdhr.org/index.aspx?page=20#senioritycredit

General Information concerning City and County of San Francisco Employment Policies and Procedures: http://www.sfdhr.org/index.aspx?page=20

Terms of the Announcement: http://www.sfdhr.org/index.aspx?page=20#announcementsdefinitions
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 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.

Copies of Application Documents: http://www.sfdhr.org/index.aspx?page=20#copies

Right to Work: http://www.sfdhr.org/index.aspx?page=20#identification
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States

Combined Promotive and Entrance
Issued: July 21, 2014

Micki Callahan, Human Resources Director
Department of Human Resources
Announcement No: PBT-1044-063270
GSA/AI 415-554-6107


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.


Powered by JobAps