1823 Sr. Administrative Analyst - Service Designer

Recruitment #PBT-1823-073400

Introduction


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

WHO WE ARE

The San Francisco Human Services Agency (HSA) helps City and County residents experiencing poverty and abuse. Our 2,200+ employees provide a range of supports and services to more than 200,000 diverse San Franciscans, including: aging adults and children who are victims of neglect or violence; parents seeking affordable childcare; low-income individuals and families trying to access medical, food and cash assistance; veterans who need help navigating complicated federal benefits; and those who die without  having others willing to handle their estate. Our work depends on a close partnership with over 150 dedicated community organizations, and you, by joining our team in the Agency’s Innovation Office. 

WHAT IT MEANS TO WORK HERE

The HSA Innovation Office is responsible for creating better service delivery experiences with and for clients, employees and community organizations. Since the Office’s creation in 2014, we have helped to reduce wait times in lobbies and on the phones, improved clients’ show rates at appointments using text messaging, initiated client feedback loops, digitized paper forms to be electronically fillable, trained numerous employees in a service design mindset and toolkit, developed a digital services strategy that we are now implementing by rebuilding sfhsa.org, and a 100+ other improvements. We use service design by blending Human-Centered Design, Lean Process Improvement, user experience research, results-based accountability, behavioral economics/insights, and social science research. We believe service design and user experience methodologies measurably improve the public and employee experience with service delivery.

WHO WE WANT

We want talented people with diverse experiences, who are inspired by our mission to promote well-being and self-sufficiency among individuals, families and communities in San Francisco. We seek those who are strong collaborators, reflective thinkers, skilled communicators; we want analytically minded individuals who problem-solve through experimentation, iteration and humility. We need those who are self-motivated to get the job done, and are curious about how systems work. Since our team is growing from two to four, it’s critical to have folks who are comfortable nurturing and sustaining a close-knit, fun, high performing team. Your role as the second service designer in the Agency will have wide-ranging impact to improve how clients, employees and community partners experience service delivery at one of the most progressive human service agencies in the nation. 

ESSENTIAL DUTIES

  • Analyzes agency programs, policies and operational challenges by using service design methods, including contextual interviews, experience mapping, and personas; conducts difficult and detailed studies; identifies administrative problems, determines methods of analysis, and identifies trends; prepares and presents reports with recommendations and appropriate justification based on studies and surveys; may coordinate the implementation of new systems and/or procedures.
  • Analyzes and interprets existing, newly enacted and proposed process changes on the department; advises management and prepares recommendations with appropriate supporting documentation regarding how to implement new processes based on user experience research techniques across multiple channels of service delivery (i.e., print, website, phone, lobby, etc.); mitigates adverse action against the department; develops, implements and monitors new and revised reporting process on performance outcomes.
  • Researches, analyzes and leads special projects using the human-centered design process of prototyping, iteration and hypotheses testing or on highly visible public issues; may direct complex operational activities.
  • Responds to informational requests, including those of a highly sensitive nature, and may represent the department to the Mayor's Office, Office of Civic Innovation, Department of Technology, Board of Supervisors, Controller's Office, other city officials, outside agencies and/or the public; acts as executive strategist and provides administrative analysis to high-level managers or a department head.
  • Conducts competitive contract vendor selection processes including public bids and requests for proposals, may develop scopes of work for consultant projects, partner with the Contacts Unit to procure the contract and/or manage the consultants once selected.

Minimum Qualifications

1. Possession of a graduate degree (Master's degree or higher) from an accredited college or university and three (3) years of full-time equivalent experience performing professional level analytical work as described in Note A: OR

2. Possession of a graduate degree (Master's degree or higher) from an accredited college or university with major college coursework as described in Note B and two (2) years full-time equivalent experience performing professional level analytical work as described in Note A; OR

3. Possession of a baccalaureate degree from an accredited college or university and four (4) years full-time equivalent experience performing professional level analytical work as described in Note A; OR

4. Possession of a baccalaureate degree from an accredited college or university with major college coursework as described in Note B and three (3) years full-time equivalent performing professional level analytical work as described in Note A;

In addition to the Minimum Qualifications listed above, candidates must possess:

5. Three (3) years of recent and verifiable service design experience across multiple channels of communication (digital, print, face-to-face, phone, etc.) using a Human-Centered Design process and user-experience research techniques.

NOTE: The above experience may be gained concurrently.

SUBSTITUTION: Applicants may substitute up to 2 years of the required education with additional qualifying experience in budget analysis, financial analysis and reporting, legislative/policy analysis, or contract/grant administration. One year (2000 hours) of additional qualifying experience will be considered equivalent to 30 semester units/45 quarter units.

Notes on Qualifying Experience and Education:

A. Qualifying professional-level analytical experience must be in one or more of the following functional areas: complex budget analysis, development and administration; complex financial/fiscal analysis and reporting; development of complex contracting systems and administration of competitive bid processes and complex contractual agreements; development and evaluation of complex management/administrative policy; complex grant administration and monitoring; complex program evaluation and planning; complex legislative analysis; complex economic analysis; or other functional areas related to the duties of positions in Class 1823, where the primary focus of the job is complex professional-level analysis for evaluation, recommendation, development and implementation of major programs and functions of department/organization. Analytical experience equivalent to the duties of Class 1822 is considered qualifying.

B. Coursework applicable to a baccalaureate or higher degree in specialized subject matter areas such as public or business administration, management, business law, contract law, public policy, urban studies, economics, statistical analysis, finance, accounting or other fields of study closely related to the essential functions of positions in Class 1823. 

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 code. Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

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, Zachary DeRossette, by telephone at 415-557-6402, or by email at Zachary.derossette@sfgov.org.

Selection Procedures

WRITTEN CORE EXAMINATION (Weight 40%)

Candidates will be invited to participate in a written, multiple-choice examination, designed to measure their relative knowledge, skills and abilities in job-related areas. The “core” multiple-choice examination component may include but not be limited to:

• Ability to evaluate/analyze information/data and to exercise good judgment relative to evaluation or analysis;
• Ability to communicate written information (includes ability to proofread);
• Knowledge of, and ability to apply, financial/fiscal principles (including the ability to use mathematical and statistical formulas);
• Ability to comprehend and understand written information;
• Ability to use various computer software programs;
• Ability to conduct research;
• Ability to establish and maintain cooperative and effective working relationships;
• Knowledge of, and the ability to apply, principles, practices and procedures involving office operations;

This is a standardized examination and, therefore, test questions and test answers are not available for public inspection or review.

You will receive one or more scores with respect to the multiple-choice exam component. One will correspond to the core test component and, should any specialty subtests be added to that component, you may receive one or more additional “specialty” scores. Any scores attained on these components will be valid and "banked" for three years, starting from the date of the examination. This means that, during this three-year time period, you will not be required to take any test components for which you have already attained a score. This core test is also used for 1820 Junior Administrative Analyst, 1822 Administrative Analyst and 1823 Senior Administrative Analyst, and the subtest is also used for 1824 Principal Administrative Analyst, therefore your test scores may be applied to one or more of these classes if you choose to apply to future recruitments. If the selection process for the future announcement is held within one year of the date of this examination and it includes any of these components [i.e., core exam or specialty subtest(s)], your score(s) for the corresponding test component(s) will be automatically applied to that announcement. However, after one year, you have the option to either (a) apply your test score(s) to the other announcement or (b) re-take the test component(s). Re-testing is permitted no sooner than one year from the date of the examination and only in association with your eligibility for another announcement for which the test component (core or specialty subtest) is used. Please note that, should you re-test, your re-test score would become your official score since it is the most recent.

SUPPLEMENTAL EXAMINATION (Weight 60%)

Applicants will be prompted to complete the Supplemental Questionnaire that must be submitted during the online application process. The Supplemental Questionnaire has been designed to measure critical knowledge, skills and/or abilities in job-related areas which may include but not be limited to: knowledge of application of quantitative and qualitative methods; ability to collect synthesize, and analyze a wide variety of information; conduct difficult analytical studies; identify and define problems; establish and maintain good working relations; effectively manage multiple tasks and projects simultaneously; and service design experience across multiple channels of communication (digital, print, face-to-face, phone, etc.) to improve internal business processes and public facing experiences.

Only those candidates achieving a passing score on both the written examination and the supplemental questionnaire will have their names place on the resulting eligible list.

VERIFICATION OF EXPERIENCE AND/OR EDUCATION: Applicants may be required to submit verification of qualifying education (including verifying foreign education credits or degree equivalency) and experience at any point during the recruitment and selection process. Refer to the following links for verification:
Verification Guidelines: http://www.sfdhr.org/index.aspx?page=20#verification
Education Verification: http://www.sfdhr.org/modules/showdocument.aspx?documentid=18441

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.

CERTIFICATION: The certification rule for the eligible list resulting from this examination process will be Rule of Seven (7) scores. The hiring department may conduct additional selection processes to make 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 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.  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=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

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 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.

REQUESTS:
Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at:
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

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

General Information concerning City and County of San Francisco Employment Policies and Procedures:
Important Employment Information for the City and County of San Francisco can be obtained at http://www.sfdhr.org/index.aspx?page=20 or hard copy at 1 South Van Ness Avenue, 4th Floor.

Copies of Application Documents:
Applicants should keep copies of all documents submitted, as these will not be returned.

Right to Work:
All persons entering the City and County of San Francisco workforce are required to provide verification of authorization to work in the United States.

Extended on 3/02/17 to broaden applicant pool.
Extended on 3/17/17 to broaden applicant pool.
Extended on 3/20/17 to broaden applicant pool.

Exam Type:  CPE 
Issued:  February 9, 2017 
Micki  Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-1823-073400
Team: HSA/ZD 415-554-6402

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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