1053 IS Business Analyst-Senior

Service Design Analyst

Recruitment #PEX-1053-073782


APPOINTMENT TYPE: Permanent Exempt (PEX), this position is excluded by the Charter from the competitive Civil Service examination process and shall serve at the discretion of the Appointing Officer.


San Francisco’s Digital Services Team is a new program to improve the City’s customer service experience. The Team will implement the City’s Digital Services Strategy, with a goal of building a consistent standard of service that meets the needs of all users, both on digital platforms and all others.

The Digital Services Team reports directly to the City Administrator. The Team itself is composed of the Director of Digital Services, product managers, designers, business analysts, developers, and content strategists. Together, the Team advises departments and works with vendors to modernize the delivery of digital services citywide.



Our team is seeking a 1053 Service Design Analyst with experience in service design or business process reengineering to join us in transforming the customer service experience. You’ll use your skills with data, analysis, user research and project management to help build better public services that are more simple, beautiful, and easy-to-use.

In this role, the Senior Service Designer will be a champion for user needs, improve business processes, streamline systems, and help cut bureaucratic red tape. Successful candidates will have a sharp analytical mind and experience using data to inform decisions. The Service Designer will work directly with City departments to analyze services, budgets, resources, and implement change management. He/She must have strong communication and relationship management skills, and he/she will be a champion of user-centered design across the City.

Being part of a small team of designers and change managers, he/she will plan and manage a series of projects through the entire design process; from user research to inspiring radical new solutions to testing and refining working prototypes ready to be delivered at scale.  Responsibilities include:

  • Working closely with a multi-disciplinary team of content designers, product managers, UI designers and developers to design inspiring digital services that meet user needs and radically improve the quality of service.
  • Engage with technical colleagues to understand dependencies between the project and other systems and business units. Gather and use evidence to assess the costs, benefits and risks of a wide range of delivery options.
  • Analyze and map the change management and business change needed for service redesign. Understand how services, systems and Departments interact to deliver value for the user, and propose improvements to deliver a better, more streamlined user experience.
  • Create elegant and functional service touchpoints for use in prototyping new solutions (including printed materials, sketches for digital tools, branding concepts and physical products).
  • Work with a multi-disciplinary Agile team to turn digital designs into initial user stories and wireframes.
  • Plan and conduct thoughtful and ethical user research and live prototyping with citizens, front line staff, and stakeholders.  Capture and use insights from user research to propose improvements to policy, service design, and delivery.
  • Plan, organize and facilitate workshops: bring together users and stakeholder to unpick the challenges faced by the service and propose new solutions.
  • Multi-channel delivery: Work with the product manager and department partners on the strategy for paper and analog channels to complement digital service delivery.
  • Define what skills and resources are needed (internal, agency, and vendor resources) for service re-design. Work with partner Departments to ensure they have the budget to cover the proposed approach during development and ongoing delivery of new digital services.
  • Define how the predicted user experience improvements and channel shift will be measured.
  • Participate in continuous delivery and improvement, ensuring that services are regularly analyzed, maintained and improved to better user experience. Design business and service processes to include continuous feedback loops between customers and the service team.
  • Help define what good service design looks like in San Francisco and help colleagues and stakeholders understand its value.
  • Work comfortably in an agile environment with rapidly changing deadlines, workloads, and goals. Participate, as needed, on Agile software development scrum teams.

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 in the information systems field, including system analysis, business process design, development and implementation of business application solutions or IT project management.


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.



  • Experience of interpreting user research
  • Experience of removing complexity from services
  • Excellent facilitation skills, with experience of leading and facilitating workshops
  • Exceptional communication skills with the ability to effectively influence and communicate cross-functionally.  
  • Strong understanding of modern web product development, including experience of Agile methodology.
  • Familiarity with data analysis, web analytics and visualisation tools (e.g. Google Analytics, Google Refine, Tableau, etc.)
  • Experience with creating service design outputs, including user journey maps, service architecture, systems maps, user profiles, and service blueprints.
  • Ability to sketch and prototype on paper and ideally in HTML Working knowledge of Adobe Creative Suite.
  • A personal interest in public service or civic technology.
  • Ability to take constructive criticism of your work and be able to constructively review the work of others
  • A proactive approach to seeking and responding to feedback on your performance, and evidence of self-reflection.
  • Able to explain and justify your design decisions clearly
  • Experience of negotiating design decisions with stakeholders successfully
  • Experience of working openly and transparently - you must be prepared to show rough drafts
  • Willingness to contribute to a fun and hard working team culture
  • Ability to have a sense of humor and perspective that means you stay calm under pressure.    
  • Leadership and project management experience.
  • Demonstrable and practical experience, in public or private sector, of transformational change to business processes and systems to deliver improved user experience and cost savings.
  • Experience working on an agile product development team and a strong understanding of Agile delivery methodology, including use of Agile tools like Trello or Jira.
  • Have a design-related qualification (e.g. visual, communications, product, service, or industrial design at undergrad or post-grad)
  • Ability to sketch in code, or to use UX tools to communicate ideas (e.g. Adobe XD, Sketch, inVision)

VERIFICATION: Applicants may be required to submit verification of qualifying education and experience at any point in the application and/or departmental selection process. Written verification (proof) of qualifying experience must verify that the applicant meets the minimum qualifications stated on the announcement. Written verification must be submitted on employer’s official letterhead, specifying name of employee, dates of employment, types of employment (part-time/full-time), job title(s), description of duties performed, and the verification must be signed by the employer. City employees will receive credit for the duties of the class to which they are appointed. Credit for experience obtained outside of the employee’s class will be allowed only if recorded in accordance with the provisions of the Civil Service Commission Rules. Experience claimed in self-employment must be supported by documents verifying income, earnings, business license and experience comparable to the minimum qualifications of the position. Copies of income tax papers or other documents listing occupations and total earnings must be submitted. 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.

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: 1053 IS Business Analyst - Senior (PEX-1053-073782)
  • 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

A resume and a cover letter highlighting any relevant experience is REQUIRED at the time of filing and must be attached to the online application. Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

1. To submit a RESUME using the online application:

  • Select the “Resume” tab in the online application
  • Follow instructions given on screen

2.  To submit a COVER LETTER using the online application:

  • Select the “Other” tab in the online application
  • Choose “Upload” as your method of submittal
  • Click on “Upload Attachment”
  • Follow instructions given on 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 analyst at (415) 554-6000.

Selection Procedures

Applications will be screened for relevant qualifying experience. Additional screening mechanisms may be implemented in order to determine candidates’ qualifications. Only those applicants who most closely meet the needs of the Agency will be invited to participate in the selection process. Applicants meeting the minimum qualifications are not guaranteed advancement to the interview. Qualified applicants with disabilities requiring reasonable accommodation in the selection process must contact the Agency by phone at (415) 554-6000 or, if hearing impaired at (415) 554-6015 (TTY).


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.


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.


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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