DataSF
Telephony Business Analyst - Department of Technology (1051)
DataSF, San Francisco, California, United States, 94199
Telephony Business Analyst - Department of Technology (1051)
Apply using SmartRecruiters, the City and County of San Francisco's application portal.Applicants must complete the supplemental questionnaire. The application will not be reviewed without a completed supplemental questionnaire.Why Work for the Department of Technology (DT)?
DT is the centralized technology services provider in the City and County of San Francisco (CCSF). We deliver technology infrastructure and services to approximately 33,000 employees! With an annual operating budget of over $140M and approximately 260 employees, DT provides a host of services that range from Public Safety radio and wiring and Network services to Enterprise Support and the Cloud.Benefits of Working for CCSF:Job security , pension, and robust retirement optionsCompetitive pay
with consistent bi-yearly or yearly increasesHybrid Work
with a minimum of 20% of time spent in our office in San Francisco, California for all IT related rolesGenerous paid time off , family leave, and more!Diverse
work environment in a diverse cityUnion protections
and representationCareer development and growth — move between departments, learn on the job, or take subsidized/reimbursed classes!PEOPLE-CENTERED SOLUTIONS — have a powerful, meaningful effect on the community each day with people at the heart of every solution!CLOSING THE DIGITAL DIVIDE — bring the benefits of the internet to low-income and marginalized residents!SHINE A LIGHT ON WHAT MATTERS — join an award-winning production team at SFGovTV to help residents watch legislators or learn more about what makes this City great!DRIVE INNOVATION — deliver new, cutting-edge technology to residents and city partners to help San Francisco serve its residents!Under general direction, the IS Business Analyst-Assistant will be responsible for assisting the Telecom team with support of clients on Cisco Webex conferencing, Cisco phones and Webex Softphones, and Cisco Call Manager. The incumbent will also support simple implementation tasks and basic troubleshooting for our end users with Cisco, Webex, and other VoIP tools. DT Telecom provides excellent customer assistance and advocacy to our CCSF departments through ServiceNow, and the team also orders and provisions telephone and data services from our vendor while interfacing with our billing team.Perform basic troubleshooting and user training in support of our Cisco Webex conferencing clients, including adding and deleting users as needed via the Webex portalResolve ServiceNow requests for basic adds/moves/changes on Cisco Call Manager such as name changes, number changes, and simple employee additionsPerform simple additions of Webex Softphone and RedSky e911 on Cisco Call Manager and using the RedSky portal.Perform Voice mail changes such as adding/deleting a user mailbox or resetting PIN.Troubleshoot on Cisco Call Manager with support from Senior Engineers as required.Review user databases to identify names, access permissions, user ids.Job Type:
This 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 40 hours per week, Monday-Friday 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,
(1 S Van Ness, Ave San Francisco, CA 94103) . However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.If hired, incumbent must be a resident of or relocate to the State of California within 4 weeks as a condition of employment.This position supports remote work. The incumbent may be permitted to work a hybrid schedule with their supervisor’s approval, after which they must work at least two days in the office every two weeks.How to qualify
Education:An associate degree in business administration, public administration, information systems, economics, finance, 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 one of the fields above or a closely-related field].Experience:License and Certification:Substitution:Experience in the information systems field, including technical support, content management, administration of network applications or system analysis 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 one of the fields above or a closely related field.Completion of the 1010 Information Systems Trainee Program may be substituted for the required degree.Desired Qualifications:Working knowledge and understanding of ServiceNowFamiliarity with Cisco Webex conferencing solutionWorking knowledge of data networking fundamentalsExcellent customer service skills and aptitudeApplicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.Note:1)
Security Clearances & Background Investigations : Criminal Justice Information Services (CJIS) Security Clearance may be required. Positions in this classification may require that successful candidates who become 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.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
sfdhr.org .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.What else should I know?
Compensation:
$91,936 - $115,648 (annually) / $44.2000 - $55.6000 (hourly)How to Apply:Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before March 25, 2024.
Your application MUST include a resume. To upload, please attach using the "additional attachments" function.In addition to submitting your application, you MUST submit this supplemental questionnaire:
Supplemental Questionnaire .
Late or incomplete submissions will not be considered. Mailed, hand-delivered or faxed documents/applications will not be accepted.
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.All your information will be kept confidential according to EEO guidelines.The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.
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Apply using SmartRecruiters, the City and County of San Francisco's application portal.Applicants must complete the supplemental questionnaire. The application will not be reviewed without a completed supplemental questionnaire.Why Work for the Department of Technology (DT)?
DT is the centralized technology services provider in the City and County of San Francisco (CCSF). We deliver technology infrastructure and services to approximately 33,000 employees! With an annual operating budget of over $140M and approximately 260 employees, DT provides a host of services that range from Public Safety radio and wiring and Network services to Enterprise Support and the Cloud.Benefits of Working for CCSF:Job security , pension, and robust retirement optionsCompetitive pay
with consistent bi-yearly or yearly increasesHybrid Work
with a minimum of 20% of time spent in our office in San Francisco, California for all IT related rolesGenerous paid time off , family leave, and more!Diverse
work environment in a diverse cityUnion protections
and representationCareer development and growth — move between departments, learn on the job, or take subsidized/reimbursed classes!PEOPLE-CENTERED SOLUTIONS — have a powerful, meaningful effect on the community each day with people at the heart of every solution!CLOSING THE DIGITAL DIVIDE — bring the benefits of the internet to low-income and marginalized residents!SHINE A LIGHT ON WHAT MATTERS — join an award-winning production team at SFGovTV to help residents watch legislators or learn more about what makes this City great!DRIVE INNOVATION — deliver new, cutting-edge technology to residents and city partners to help San Francisco serve its residents!Under general direction, the IS Business Analyst-Assistant will be responsible for assisting the Telecom team with support of clients on Cisco Webex conferencing, Cisco phones and Webex Softphones, and Cisco Call Manager. The incumbent will also support simple implementation tasks and basic troubleshooting for our end users with Cisco, Webex, and other VoIP tools. DT Telecom provides excellent customer assistance and advocacy to our CCSF departments through ServiceNow, and the team also orders and provisions telephone and data services from our vendor while interfacing with our billing team.Perform basic troubleshooting and user training in support of our Cisco Webex conferencing clients, including adding and deleting users as needed via the Webex portalResolve ServiceNow requests for basic adds/moves/changes on Cisco Call Manager such as name changes, number changes, and simple employee additionsPerform simple additions of Webex Softphone and RedSky e911 on Cisco Call Manager and using the RedSky portal.Perform Voice mail changes such as adding/deleting a user mailbox or resetting PIN.Troubleshoot on Cisco Call Manager with support from Senior Engineers as required.Review user databases to identify names, access permissions, user ids.Job Type:
This 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 40 hours per week, Monday-Friday 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,
(1 S Van Ness, Ave San Francisco, CA 94103) . However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.If hired, incumbent must be a resident of or relocate to the State of California within 4 weeks as a condition of employment.This position supports remote work. The incumbent may be permitted to work a hybrid schedule with their supervisor’s approval, after which they must work at least two days in the office every two weeks.How to qualify
Education:An associate degree in business administration, public administration, information systems, economics, finance, 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 one of the fields above or a closely-related field].Experience:License and Certification:Substitution:Experience in the information systems field, including technical support, content management, administration of network applications or system analysis 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 one of the fields above or a closely related field.Completion of the 1010 Information Systems Trainee Program may be substituted for the required degree.Desired Qualifications:Working knowledge and understanding of ServiceNowFamiliarity with Cisco Webex conferencing solutionWorking knowledge of data networking fundamentalsExcellent customer service skills and aptitudeApplicants must meet the minimum qualification requirement by the final filing date unless otherwise noted.Note:1)
Security Clearances & Background Investigations : Criminal Justice Information Services (CJIS) Security Clearance may be required. Positions in this classification may require that successful candidates who become 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.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
sfdhr.org .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.What else should I know?
Compensation:
$91,936 - $115,648 (annually) / $44.2000 - $55.6000 (hourly)How to Apply:Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before March 25, 2024.
Your application MUST include a resume. To upload, please attach using the "additional attachments" function.In addition to submitting your application, you MUST submit this supplemental questionnaire:
Supplemental Questionnaire .
Late or incomplete submissions will not be considered. Mailed, hand-delivered or faxed documents/applications will not be accepted.
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.All your information will be kept confidential according to EEO guidelines.The City and County of San Francisco encourages women, minorities and persons with disabilities to apply. Applicants will be considered regardless of their sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition (associated with cancer, a history of cancer, or genetic characteristics), HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.
#J-18808-Ljbffr