Senior ServiceNow System Administrator/Developer - Department of Technology (9976) - City and County of San Francisco

This announcement has been reissued to amend the application deadline.  Applications who have applied before 10/7/2024 need not reapply.

IMPORTANT: Your application MUST include responses to the supplemental questionnaire found here: https://forms.gle/EvBgQJS7h4vRrCGA9

Applicants must complete the supplemental questionnaire prior to starting the online application process. 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:  In addition to challenging and rewarding work, the City provides a generous suite of benefits to its employees.

• Job security, pension, and robust retirement options
• Competitive pay with consistent bi-yearly or yearly increases
• Hybrid Work with a minimum of 20% of time spent in our office in San Francisco, California for all IT related roles
• Generous paid time off, family leave, and more!
• Diverse work environment in a diverse city
• Union protections and representation
• Career 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!

Department of Technology (DT)’s IT Service Management (ITSM) Program is a best practices approach to providing and managing IT services. This multi-year program, initiated in the 2014, is focused on developing and implementing a service delivery and management framework with an emphasis on Continuous Service Improvement & effectiveness of service delivery (improve and sustain service levels across all CCSF departments). This framework is being managed within an ITSM SaaS platform called ServiceNow. DT’s ServiceNow Platform is developed/configured as a single instance - multi tenancy solution. 

At DT, we have streamlined how work gets done by using this single cloud-based platform and transformed the IT experience by automating/digitizing business processes and workflows that make everyday work fast, easy, and productive. ServiceNow has grown to be an integral part of how we operate in DT, how we track our work, how we prioritize demand, and how we report on our service levels as an organization. Additionally, it has grown to be an integral part of business process automation by COIT, OCA, and COVID Command Center (CCC)/EOC. As a shared service/PaaS, other departments and agencies rely on this system for their day-to-day ITSM and Business operation and on DT for centralized administration and application/platform support.

The fundamental goal of the ITSM program team is to support DT and other City Departments/Agencies in their IT modernization effort by digitizing business processes (leveraging ServiceNow) to intelligently automate tasks and workflows that integrate systems, people, and data across the enterprise.

As its main highlights, the ITSM program team:

• Is responsible for managing execution/delivery of new foundational capabilities within DT’s ServiceNow platform in alignment with ITIL best practices to improve operational excellence across multiple service management disciplines including but not limited to: Incident, Problem, Change, Request, Knowledge, Configuration and Release.
• Is a service-oriented and dynamic group comprised of two hard-working individuals who are highly committed to providing DT and other City Departments/Business Clients innovative solutions to not only addressing their business requirements/needs, but also leading to efficiency and productivity gains.
• Maintains an extraordinary level of service, strong intra/interdepartmental collaboration and respond quickly to client needs.
• Members have a high level of IT and operational experience & knowledge and familiarity with high pressure situations with multiple dependencies and high stakes outcomes
• Assists the business with the development of new/enhancement to existing processes and procedures.

We are seeking an experienced, sharp analytical thinker IT professional who’s adept at ServiceNow with advanced system administrator skillset and in-depth knowledge of design, development, configuration of Core ServiceNow suite of applications (i.e., IT Service/Business Management, IT Asset Management) as wells as building ServiceNow Custom applications, and ITIL best practices to serve as a senior level ServiceNow System Administrator/Developer. This role is reporting to the ITSM Program Director (ServiceNow Platform Manager).

Under general direction, this position oversees and accountable for the system administration, maintenance and application development and configuration of the ServiceNow platform, including needs analysis, structured systems analysis and design, feasibility analysis, technology and software assessment, project planning and management, system installation, implementation and testing, conversion to production status, technical and procedural documentation, user training, and post-implementation assessment and administration; may be the primary MIS resource for an organization with a complex system.

Successful candidate (A) will demonstrate the ability to perform job functions in an independent manner, (B) must have a strong background in IT Service Management and IT Operations Management processes and solutions, and (C) possess deep expertise across the breadth of the ServiceNow platform.

Position Responsibilities

This position will provide support for project-based works. This includes but not limited to:

• Office of Contract Administration (OCA) business process automation (i.e., ServiceNow suite of OCA Waivers Custom Applications)
• City Administrator Office (ADM) ICS 214 Custom Application
• Enhancements to the existing suite of ServiceNow Employee Performance Management Custom Applications
• Enhancements to the existing ServiceNow Procurement Custom Application
• Enhancements to the existing ServiceNow Catalog items
• ServiceNow Platform maintenance and administration
• ServiceNow Platform upgrade

Position duties:

• As a Senior ServiceNow System Administrator, works on and is responsible for managing the core configuration and ongoing maintenance, user administration, and application administration within the ServiceNow platform. This includes complex software applications research, development, conversion, and installation of ServiceNow Core (Out of the Box) and Custom applications (Digitizing business processes & Task automation)
• Work with business stakeholders to troubleshoot application and integration issues
• Development solutions for new ideas/demands and to non-recurring problems by analyzing, interpreting, and evaluating various precedents and data and conduct "walkthroughs" for proposed solutions to systems problems
• Development related activities/phases of multiple complex projects/initiatives in parallel to successfully delivering ITSM/IT Business Management (ITBM) and custom solutions to achieve organizational goals and improve efficiencies
• Supporting technical development of additional module implementations within ServiceNow, including POC design, process modeling and gap analysis and mitigation
• Programming/scripting and/or reverse engineering of the following:
  • Angular JS/HTML/CSS/AJAX
  • Client Side and Server-Side Scripting
  • Business Rules, Script Includes, Client Scripts, UI Actions, Scheduled Jobs, ACLs, UI Scripts

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.

The incumbent must be a resident of the State of California or be willing to relocate within 4 weeks of beginning employment with the City and County of San Francisco.

The City and County of San Francisco does not sponsor visas. If you have an F1 student visa, the City will not sponsor the “optional practical training” requirement. All applicants must be able to demonstrate that they are legally able to work in the United States without visa sponsorship by the employer.

Work Location:

Incumbent will conduct the majority of work at the Department of Technology, 1 south Van Ness in San Francisco.  However, there may be situations where the incumbent will be required to work at other sites throughout the City of San Francisco as necessary.

This position does not support fully remote work. Employees may be permitted to work a hybrid schedule with supervisor approval, after which they must work at least two days in the office every two weeks.

Education:

An associate degree in computer science, computer engineering, information systems, 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:

Three (3) years of experience analyzing, installing, configuring, enhancing, and/or maintaining the components of an enterprise network.

License and Certification:

Substitution:

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 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:

• Experience with system administration and maintenance of ServiceNow platform with mature implementation and custom application development
• Experience with development and implementation of ServiceNow ITSM & ITBM core modules - Incident Management, Problem Management, Configuration Management, Change Management, Knowledge Management, Project Portfolio Suites of application (PPS)
• Minimum of 3 years of experience with ITIL Service Management and Business Management core processes (Solid/Advanced understanding of an ITIL framework and ITSM principles). 
• Minimum of 3 years of experience in an Admin/Developer/Implementer capacity administering an enterprise-wide, multi-tier ServiceNow production environment
• Minimum of 3 years of experience with all scripted aspects of the ServiceNow system including Business Rules, Client Scripts, Script Includes, UI Actions, ACLs, Workflow Activities and Scheduled Jobs
• Minimum of 3 years of experience with extending the ServiceNow schema to custom applications - System application design and development within Service Oriented Architecture to extend the core functionality of the platform
• Experience with ServiceNow client and server-side JavaScript and the ServiceNow scripted APIs using scripted Web-Services and other web-based technologies such as XML, HTML, AJAX, CSS, HTTP, REST/SOAP, WSDL, JAXWS, SSO-SAML Setup and Integration of ServiceNow with third party systems/applications
• Knowledge of technical components such as LDAP, VPN, SSL, SAML/SSO and other such technologies
• ServiceNow Administrator Certification (CSA)
• ServiceNow Implementation Specialist Certification (CIS)
• ITIL® Foundation Certification    
• 10 full ServiceNow Application Development life cycle performing advanced ServiceNow configuration and development on ServiceNow New York or newer releases
• Experience with ServiceNow ITOM and Orchestration to automate complex multi-system tasks on remote servers using ServiceNow Orchestration which extends the workflow capabilities of the ServiceNow platform to communicate and orchestrate activities outside the ServiceNow instance
• Very strong ability to reason logically and creatively to identify and resolve problems by understanding high level direction, outlining technical approach, and implementing scalable solutions
• Function effectively as a lead member of a team and participate in activities and assignments that will benefit other members of the team or will contribute to the accomplishment of team objectives
• Possession of a Master's degree in computer science, MIS or a closely related field from an accredited college or university

Applicants 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 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:

• Applicants are encouraged to apply immediately as this recruitment may close at any time, but not before October 31, 2024 at 11:59 PM.
  • Your application MUST include a resume.  To upload, please attach using the "additional attachments" function.
  • In additional to submitting your application, you MUST submit this supplemental questionnaire: https://forms.gle/EvBgQJS7h4vRrCGA9

You may contact Carol Wong via email at carol.x.wong@sfgov.org with questions regarding this opportunity.

Late or incomplete submissions will not be considered. Mailed, hand delivered or faxed documents/applications will not be accepted.

Helpful Information

• Information About The Hiring Process
• Conviction History
• Employee Benefits Overview  
• Equal Employment Opportunity 
• Disaster Service Worker
• ADA Accommodation
• Veterans Preference
• Right to Work
• Copies of Application Documents
• Diversity Statement

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.  

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.