1033 Senior IT Technical Trainer

Recruitment #PEX-1033-098951


Applicants are encouraged to apply immediately as this recruitment may close at any time but not earlier than April 15, 2021. This position is open until filled.


The Department of Technology is the centralized technology services provider within San Francisco City & county government, delivering technology infrastructure and services to approximately 33,000 employees and 800,000 residents. The department has an annual operating budget of over $130M and contains over 200 employees. Core service areas include: Infrastructure and Operations, Technology Security, Service Delivery & Management, Enterprise Applications, Project Management Office, Public Safety Systems & Wiring, Technology Administration, Policy & Governance and IT Public Communications. The Office of Civic Innovation (OCI) is a small but mighty team in the Department of Technology.


The Senior IT Technical Trainer is responsible for the successful delivery of high-quality IT application training and support, primary focused on the Office 365 platform. Successful candidates must demonstrate technical aptitude and the ability to learn new technologies quickly in a real-world context. This position requires the ability to explain technology to diverse customers, develop structured teaching resources and ensure they can use applications and functionality effectively to accomplish their work. This position requires enthusiasm and energy, willingness to learn and adapt quickly, and excellent written and verbal communication skills. The successful candidate must be a disciplined self-starter as well as a positive team player. Ability to execute tasks with efficiency and quality is required, as is a demonstrated proficiency with general computer hardware and software concepts.

The Department of Technology Senior IT Technical Trainer excels at delivering training on various IT productivity, ITSM, and platform products to internal and external clients. The City’s technology spans 55 different lines of business and training on how the technology is changing the way we work, communicate, and deliver service is the goal. Additionally, the Department of Technology must provide training services internally to other City departments and make the services discoverable and accessible. As a Senior IT Technical Trainer, you will work across divisions to help develop, document, and deliver training on IT products DT has or will procure.

The position is responsible for creating and organizing technical information and turning it into training material, lessons, reference guides, and on demand video training “how-to’s.” Work assignments include: staying apprised of new or changing features in existing applications; regularly reviewing technology industry trends; developing compelling story perspectives; writing creative, interesting and high-quality outcome descriptions; writing accurate, useful articles that showcase City services, technology and programs; tracking, measuring and analyzing the impact of content; developing informational materials for programs; advising internal stakeholders on best practices; and providing strategic recommendations for future efforts; designing, developing, implementing, and evaluating eLearning and instructor-led learning experiences. 

Essential Duties:

  • Determine the training needs of client departments through consultation with employees, management, and department IT staff or instructors, with frequent collaboration across departments

  • Design, organize, and conduct orientation and training programs for DT and client departments on Office 365

  • Provide support for O365 and other enterprise services as needed

  • Maintain a catalog of training programs to assist employees in developing job skills

  • Develop trainings in a variety of formats, including group discussions, videos, or lectures

  • Develop training manuals, guides, and course materials in written and video formats

  • Record and assess training events for program effectiveness and client satisfaction, developing alternative methods as required to create improvements

  • Stay informed on industry trends through industry publications and social media

  • Other related tasks as assigned

Job Type:

The Permanent Exempt - Full Time position is excluded by the Charter from the competitive civil service examination process and shall serve at the discretion of the appointment officer. The anticipated duration of this project position is thirty-six (36) months and will not result in an eligible list or permanent civil service hiring.

Nature of Work:

Incumbent must be willing to work a 40-hour week as determined by the department. Travel within San Francisco may be required

Work Location:

Incumbent will conduct the majority of work at the Department of Technology, One South Van Ness Avenue, 2nd Floor. However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.




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].

Three (3) years of experience in delivering training in computer applications and procedures.

Preferred License and Certification: 

Microsoft Expert Level Certifications to guide others in the proper use of features, know and demonstrate the use of basic to advance and specialized features within the application, create, manage and distribute professional documents for a variety of specialized purposes and situations in:

  • Word
  • Excel
  • PowerPoint
  • Access
  • SharePoint
  • Power BI
  • Outlook
  • Teams
  • Planner
  • Other Microsoft Office 365 productivity tools

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.

Desirable Qualifications:

  • Four (4) years of professional experience in public affairs, public information, marketing editorial, newspaper, magazine, radio, television, public relations social media, or digital engagement.
  • Possess of a baccalaureate degree from an accredited college or university with major course work in computer science or a related field.
  • Self-starter; able to work without direct supervision.
  • Ability to successfully work under pressure while maintaining a high attention to detail.
  • Ability to effectively collaborate across teams and departments.
  • Knowledge of SaaS-based software and APIs helpful.
  • Knowledge of Agile methodology and Apple/Android software and hardware is preferred.
  • Displays exceptional presentation, training (both ILT and VILT), and written and verbal communication skills.
  • Demonstrates creativity in developing and teaching new material, both ILT, and VILT.
  • Demonstrates total familiarity with Office 365 product suite.
  • Demonstrates the ability to learn new technology quickly and can explain complex technology to others.
  • Delivers high customer satisfaction from all training events.
  • Interpretation and writing skills to make highly technical material clear to a non-technical learner.



1) Medical Testing: Prior to appointment, eligible candidates must successfully pass the TB testing process.

2) Security Clearances & Background Investigations: Positions in this classification may require that successful candidate who becomes eligible for appointment may be required to go through a background investigation to determine the candidate's suitability for employment in this classification.  Factors considered in the investigation may include employment history, use of illegal/controlled substances.  Reasons for rejection based on this investigation may include, but not limited to applicable convictions, repeated or serious violations of the law, inability to accept supervision, inability to follow rules and regulations, falsification of application materials and/or other relevant factors.  Failure to obtain and maintain security clearance may be basis for termination.


How To Apply

Applications for City and County of San Francisco jobs are only accepted through an online process. Visit www.jobapscloud.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

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.

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, Carol Wong, by telephone at 628-652-5045, or by email at carol.x.wong@sfgov.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.

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

Supplemental Questionnaire (Qualifying and Informational):

Applicants will be prompted to complete a supplemental questionnaire as part of the online employment application. It is essential that applicants provide complete information in identifying their education, experience, training and licensure, consistent with the information provided on their application. The supplemental questionnaire will be used to assess the applicant's knowledge, skills, and abilities as they relate to this position. Applicants must also complete the official application. The information in the supplemental questionnaire will not be scored and is collected for informational purposes.

The Department may establish and implement additional screening mechanisms to comparatively evaluate qualifications of candidates. if this become necessary, only those applicants whose qualifications most closed meet the needs of the Department will be invited for an interview.

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


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

The City and County of San Francisco is an equal opportunity employer. Minorities, women and persons with disabilities are encouraged to apply.

Conviction History

As a selected candidate 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 selected candidate. 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 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 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 a selected candidate, 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.


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.jobapscloud.com/sf


Applicants with disabilities who meet the minimum eligibility requirements for this job announcement can find information on requesting a reasonable ADA Accommodation at: http://sfdhr.org/information-about-hiring-process#applicantswithdisabilities

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. Please be informed that the Department of Technology will not sponsor visa applications/transfer.

Issued: April 1, 2021

Carol Isen

Human Resources Director

Recruitment ID Number: PEX-1033-098951



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.


Click on a link below to apply for this position:

Fill out the Supplemental Questionnaire and Application NOW using the Internet.
View and print the Supplemental Questionnaire. This recruitment requires completion of a supplemental questionnaire. You may view and print the supplemental questionnaire here.

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