Senior Business Analyst, 311 - Administrative Services (1053)

---

Job description

Job Description

SF311 is looking to fill two (2) senior analyst positions in critical collaborative roles. Both individuals will perform a wide range of tasks with a focus of improving efficiency in City Operations. Position assignments are expected to be as follows, but subject to change based on the needs of the department:

* The Healthy Streets Operation Center (HSOC) and Shine On SF: HSOC provides a coordinated city response to unsheltered person experiencing homelessness, individuals struggling with behavioral health issues, cleanliness, and related public safety issues to ensure San Franciscos streets are healthy for everyone. Shine On SF brings together City Agencies and external partners committed to a clean and cared-for San Francisco.
* Shared Spaces: The Shared Spaces Program allows San Francisco residents, community, and non-profit organizations; small business owners; and art, entertainment, and cultural organizations to activate the public realm for community-focused purposes and commerce.

The senior analysts will work with these agencies and others, responsible for ensuring that the work processes, forms, mobile applications, and reports work together to support the varied and complex City processes. They will also work closely with other SF311 and department staff, conducting complex process analysis, operational enhancements, reporting and policy and process development.

ESSENTIAL DUTIES INCLUDE, BUT ARE NOT LIMITED TO:

* Work with departments to understand business practices, develop forms, and complex workflow to support process improvements.
* Based on feedback, field visits, and data analysis, identifies trends or abnormal activities and implements collaborative process and application improvements to ensure consistent handling of service requests.
* Develops and determine use cases and requirements for field engagements with a lot of uncertainties; write detailed design specifications; coordinate "walk-throughs" for proposed solutions to system problems.
* Maintain accuracy of the Verint CRM scripts, forms, and reference documents to ensure consistent and correct intake of requests across all customer intake channels using configuration tools and documents, HTML, XML, XSLT, and JavaScript
* Resolve difficult and complex requests or escalated issues coming through SF311.
* Provides support to users of the CRM platform including web and mobile applications.
* Maintain user access lists, configure services, coordinates with other departments for deployment, conducts end user training. Leads the implementation of enhancements (requirements, analysis, design, development, testing, deployment).
* Creates user guides and other training materials; conducts user training; facilitates communication between City Departments and vendors.
* Use Business Intelligence tools to develop and distributes reports to facilitate resolution of requests or in response to requests from departments.
* Be committed to working in a collaborative team environment with a 50/50 split between technical/functional focus.
* Monitors and reports on case closure data, identifies and tracks issues, provides instruction to agencies and/or makes enhancements to system so they may accurately report their performance. Escalates issues to SF311 management, if needed.
* Works on special projects and other related duties as assigned.

Nature of Work: Full-time, usually Monday through Friday with flexible hours between the hours of 7:00 am 6:00 pm. Teleworking may be allowed up to 3 days/week but applicant must be able to meet the Citys telework policies [ and management reserves the right to cancel at any time.Additionally, this position will require applicant to be available to work occasional weekends and holidays whenever necessary to provide outreach sessions as necessary. This position may require a substantial amount of walking to and from different sites.