1054 IS Business Analyst-Principal Business Process Analyst (BPA)

Recruitment #PBT-1054-080015


1054 IS Business Analyst-Principal

San Francisco Department of Public Health

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

**Applicants are encouraged to apply immediately as this recruitment may close at any time but no earlier than December 14, 2017**

The San Francisco Department of Public Health (DPH) Information Technology (IT) department is responsible for supporting information technology needs for the acute, long term care and healthcare clinics throughout San Francisco and on the Zuckerberg San Francisco General Hospital and Laguna Honda Hospital campuses. The IS organization is responsible for the ongoing support and maintenance of the infrastructure and application which support these institutions, along with the implementation of new services and applications that are used to support and further the mission of promoting and protecting the health of all San Franciscans.

General Job Description:

Under the direction of the IS Project Director, the 1054 IS Business Analyst  acts as a Business Process Analyst (BPA) and supervisor for the Department of Public Health's IT Service Management (ITSM) team.  The IS BPA will translate ideas and business needs into detailed business requirements and facilitate the successful design and implementation of IT service management and processes. The analyst understands in depth the customer drivers, business processes and requirements. The BPA has an in-depth functional understanding of how the ServiceNow system works. The analyst defines what the system should do so that the customer requirements are satisfied in the best possible way. The business analyst should also be able to lead governance and provide guidance/coaching to the customer when there are opportunities to eliminate "waste" (LEAN concept) from processes.

Essential Duties:

  • Provides direct ongoing supervision to a team of ServiceNow administrators and provides technical leadership and direction; 
  • Serves as the top technical authority for the ongoing collaborative design, development, implementation, and maintenance of the DPH ServiceNow instance;
  • Assumes technical responsibility for completion of major projects relating to ServiceNow;
  • Supervises and participates in the development of processes, procedures, and workflows for system administration, operations, support and updates of the ServiceNow platform;
  • Creates sufficienctly detailed documentation to explain, retain, and transfer information to other teams;
  • Conducts research, testing and delivering, as well as presenting and receiving approval for changes to provide a stable and robust service;
  • Performs, supervises, and reviews Incident, Problem, and Change Management on ServiceNow and its applications including planning, design, implementation, maintenance, troubleshooting and other enhancements;
  • Uses ITIL principles including Continual Service Improvement (CSI) to enhance the design and operation of ServiceNow workflows, application UI, to customize ServiceNow applications in order to improve KPIs and OLAs;
  • Acts as the primary subject matter expert for ITSM and the ServiceNow platform;
  • Leads request requirement gathering sessions. Develops, documents and revises system design procedures and quality standards;
  • Acts as a liaison with various groups throughout DPH to ensure service level targets are met, customer satisfaction remains high, and escalations occur in a timely manner;
  • Responsible for the complete request lifecycle from definition through customer satisfaction.  Included in the lifecycle are definition, classification, approval, tracking and fulfillment of requests;
  • Facilitates technology demonstrations to management and demonstrations and trainings for staff on use of new hardware or software products;
  • As the team supervisor, reviews and recommends personnel actions in areas of performance, evaluation, training, selection and disciplinary measure. Ensures appropriate policies and procedures are followed by subordinates; and
  • May provide consultation and guidance to all other IT service towers.

The 1054 IS Business Analyst - Principal Business Process Analyst performs other related duties as required/assigned.

Location and Shift: This position is located at ZSFG, 1001 Potrero Avenue.  Regular work hours are Monday - Friday 8 am - 5 pm but may be required to work evenings, nights, weekends, and/or holidays.

Minimum Qualifications


  • 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]; AND


  • 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; AND
  • Three (3) years of verifiable and recent experience defining, monitoring and reviewing testing of system operations and procedures; AND
  • Three (3) years of verifiable and recent experience working on a technical help desk in a ticketing and workflow environment, performing basic desktop hardware/software troubleshooting and support

Note: The above required experience can be gained concurrently. Applicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.

NoteOne year of experience equals 2,000 hours of experience


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.

Special Conditions: 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 classification. 

Applicants must meet the minimum qualification 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.

  • Bachelor's Degree in computer science, information technology, data processing, electrical engineering or a closely related field.
  • ITIL Foundations certification.
  • ServiceNow System Administrator training or experience.
  • Strong written and oral communication skills.

Verification of Experience: http://sfdhr.org/getting-job#verification

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process.


Verification of Education: 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/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.

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, @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.

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, Jennifer Jacobsen, by telephone at 415-554-2522, or by email at Jennifer.Jacobsen@sfdph.org.


Selection Procedures


Applicants will be prompted to complete the Supplemental Questionnaire that must be submitted during the online application process.  Section I of the Supplemental Questionnaire will be screened for relevant qualifying experience. Only those applicants meeting the minimum qualifications will continue in the selection process.  Section II (Questions 1 - 5) of the Supplemental Questionnaire has been designed to measure the knowledge, skills, and/or abilities in job related areas required for this position in class 1054 IS Business Analyst - Principal which may include but not be limited to:

KNOWLEDGE OF:  ServiceNow Platform and its applications including Incident Management, Problem Management, Change Management, Problem Management, Asset and Configuration Management, Knowledge Management, and Service Catalog; ITIL process framework and improvement techniques; Active Directory; advance functions including security, governance, and compliance; relational database concepts and data modeling.

ABILITY AND SKILL TO: effectively communicate both verbally and in writing with end-users and coworkers at all levels within the organization; effectively manage time and organize work load; handle multiple projects and assignments concurrently while maintaining high levels of quality and effectiveness, and approach problems with a sense of ownership, enthusiasm and innovation; identify problems affecting messaging systems performance, efficiency, and availability in a timely manner; supervise and direct a group of workers and establish and maintain good working relationships with employees, management, IS professionals, departmental end-users and vendors.

The final scores from the Supplemental Questionnaire will be used to determine the rank of candidates on the eligible list. Candidates will be placed on the eligible list in rank order according to their final scores.

*Candidate responses on the Supplemental Questionnaire cannot be changed once submitted.

The certification rule for the eligible list resulting from this examination will be Rule of Three (3) Scores.  Additional selection processes 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 the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be of Six (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.


Valid licensure/certification/registration 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/certification/registration may result in dismissal and/or termination of employment. 

Note on Electronic Health Record (EHR): The Department of Public Health (DPH) is implementing a unified Electronic Health Record (EHR) system and DPH employees must demonstrate competency in the use of the system that is appropriate for their classification as a condition of employment.

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. 


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 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:
Important Employment Information for the City and County of San Francisco can be obtained at http://sfdhr.org/information-about-hiring-process 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.

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

Information regarding requests for Veterans Preference can be found at: 

Seniority Credit in Promotional Exams: 
Information regarding seniority credit can be found at:

Exam Type:  CPE
Issued:  November 30, 2017
Micki  Callahan
Human Resources Director
Department of Human Resources
Recruitment ID Number: PBT-1054-080015
DPH/ JJ/ 415-554-2522/Pos. 01058726


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