1052 IS Business Analyst - Clinic Call Center Analyst

Recruitment #PBT-1052-072912

Introduction

1052 IS Business Analyst - Clinic Call Center Analyst
San Francisco Department of Public Health

Applicants are encouraged to file immediately as this recruitment may close at any time, but no earlier than March 31, 2017

Position Description:
Under the general direction of the Department of Public Health (DPH) Convergent Technologies IT Supervisor, this position directly supports the operation and management of the DPH Clinic Call Center computer systems at the Laguna Honda Hospital location by providing business analysis, documentation, and system administration/or telecom SME interfacing of the Call Center’s components of the Avaya PBX call management system and the local call monitoring and recording system. This position is also responsible for creating / producing daily, weekly, monthly and quarterly reports and data interface support into the department’s business intelligence system.

Essential duties of the position include:

1) Administration, configuration, maintenance and operation of the call management monitoring and reporting server. Duties include: system updates, application patching, data backup/restore and maintaining system availability.

2) Produce standard/ad-hoc reports, extract data into the BI systems (Tableau) and provide data analysis support.

3) Call Center Business Process analysis, reporting, presenting and continual improvement initiatives.

4) Ensure satellite (DPH Clinics) phone are functioning and forwarding to the central call center correctly. This may require traveling to the various satellite locations.

5) Administration of the Call Center components of the Avaya Call Management System (PBX) to assure continuous and reliable patient call routing and delivery to the Call Center by:

  • Interfacing and coordination with telecommunication specialists in the City Department of Technology and any 3rd party support vendors as required.
  • Direct management of the Avaya system may be required as the Business Analyst gains expertise with the call management system. Training may be possible to gain these skills for qualified candidates.

6) Although the department has an IT Field Services team, this position may need to support PC and printing functions within the Call Center.

7) Participate and represent the department in computer user meetings or meetings of related committees.

8) This position may be responsible to assist in the operations of Cisco VoIP, Cisco call manager, A/V and video support outside of the duties of the Call Center. Call Center duties, however, takes priority.

9) Obtain the knowledge and access to all patient-related databases as related to patient care across the San Francisco Health Network.

Minimum Qualifications

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:
One (1) year of experience within the last five (5) years working on a telecom technical help desk doing PBX programming.

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

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.

Desired Qualifications:
Experience working with Microsoft Office or O365 including Word, Excel, PowerPoint, Outlook.

Experience running data queries using SQL and working with relational database applications.

Experience with Avaya CM version 5.2.1 and CMS version R17

Familiarity with Informix and Tableau technologies

The stated desirable qualifications may be used to identify job finalists at the end of the selection process when candidates are referred for hiring.

Verification:
Applicants may be required to submit verification of qualifying education and experience at any point in the application, examination, or departmental selection process.

Verification of education may take the form of a diploma and/or transcripts from an accredited college or university.

Written verification of qualifying work experience 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 or the employer’s authorized representative.

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. http://www.sfdhr.org/index.aspx?page=20#verification

How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobaps.com/sf to register an account (if you have not already done so) and begin the application process.

  • Select the desired job announcement
  • Select “Apply” and read and acknowledge the information
  • Select either “I am a New User” if you have not previously registered, or “I have Registered Previously”
  • Follow instructions on the screen

Computers are available for the public (from 8:00 a.m. to 5:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor, San Francisco.

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).

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.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Eric Benzel, by telephone at (415) 554-2931, or by email at eric.benzel@sfdph.org

Selection Procedures

Supplemental Questionnaire (Weight: 100%)
Candidates will be prompted to complete a Supplemental Questionnaire (SQ) as part of the online application process. Your responses to the SQ will be used to evaluate your experience including the knowledge, skills and abilities that you possess in job related areas identified as critical for successful performance, which may include but are not limited to:

  • Knowledge of: electronic data processing and its applications; relational databases and network environments; functional requirements, structured systems or procedures analysis; common operating systems.
  • Skill and Ability to: communicate effectively both orally and in writing; establish and maintain good working relationships; understand and learn a variety of business procedures and processes;use logic and analysis to solve computer and systems problems; translate functional requirements into technical specifications; analyze and categorize data and information in order to determine the relationship of the data with reference to established criteria/standards.

All responses to the Supplemental Questionnaire are subject to verification and must be consistent with the information provided in your application.

Candidate scores from the Supplemental Questionnaire will be used to determine your final score and rank on the eligible list.

Certification Rule:
The certification rule used for the eligible list resulting from this selection procedure will be the Rule of Three (3) Scores. Additional position-specific selection mechanisms may be conducted by the hiring department prior to making final hiring decisions.

Eligible List:
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 Civil Service Commission. Information can be found at:
http://www.sfdhr.org/index.aspx?page=20#eligiblelists

The duration of the eligible list resulting from this examination process will be Six (6) months, and may be extended with the approval of the Human Resources Director.

Upon approval of the Human Resources 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 visit: http://www.sfdhr.org/Modules/ShowDocument.aspx?documentID=21246. Search that document by title or job code to see which departments use the classification.

Conviction History

As a finalist for a job, you will be fingerprinted, and your fingerprints will be 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) conflicts with the specific duties and responsibilities of the job for which you are a finalist. If a conflict exists, you will be asked to present any evidence of rehabilitation that may mitigate the conflict, except when federal or state regulations bar employment in specific circumstances, such as:

  • 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.

Having a conviction history does not automatically preclude you from a job with the City.

If you are selected as a finalist, the hiring department will contact you to schedule a fingerprinting appointment.

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.

Conclusion

Note on Personal Protective Equipment (PPE):
Some positions in the Department of Public Health will require the use of personal protective equipment (PPE), including but not limited to gloves, gowns, eye and face protection, and face-fitting respirators. The requirement for the use of PPE may come on short or no notice. Facial hair or any condition that interferes with a face-fitting respirator’s seal (i.e. comes between the sealing surfaces of the respirator and the wearer’s bare skin) is not permitted when face-fitting respirators are worn, including during initial or periodic respirator fit-testing.

Employees who choose not to shave and do not have either American Disabilities Act (ADA) or Equal Employment Opportunity (EEO) Accommodations do not have the right to alternate work assignments or the option of using a loose-fitting Powered Air Purifying Respirator (PAPR) in place of a FaceFitting Respirator.

Licensure:
Valid licensure as a requirement to perform the job must be kept current throughout length of employment. Failure to demonstrate/show proof of possession of required valid licensure may result in dismissal and/or termination of employment.

Medical Examination/Drug Testing:
Prior to appointment, at the Department's expense, applicants may be required to take a tuberculosis (TB) screening test, a medical examination and/or drug test.

Terms of Announcement:
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 of 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.

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

Information on requesting a reasonable ADA Accommodation: http://www.sfdhr.org/index.aspx?page=20#applicantswithdisabilities

Information regarding requests for Veterans Preference can be found at:
http://www.sfdhr.org/index.aspx?page=20#veteranspreference

Information regarding Seniority Credit can be found at:
http://www.sfdhr.org/index.aspx?page=20#senioritycredit

Copies of Application Documents: http://sfdhr.org/getting-job#copies

Right to Work: http://sfdhr.org/getting-job#identification  

Exam Type: CPE
Issued: March 17, 2017
Micki Callahan
Human Resources Director
Department of Human Resources
Recruitment ID #: PBT-1052-072912
DHR Position #: 01129729
DPH / EB / (415) 554-2931

Benefits

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.



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