Job Description

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.