IT Service Management Sr. Business Analyst

The Department of Technology is seeking an experienced, sharp analytical thinker IT professional with a specialized skill set and in depth knowledge of ITSM, ITIL best practices and the ServiceNow tool. Position also requires an ability to manage high pressure situations with multiple dependencies and high stakes outcomes. These skills are required for the analyst to work closely with stakeholders and advise on best practices and processes and translate them to technical requirements for developers. The successful candidate needs ample and very specific training on ServiceNow, experience in configuring and testing it for very complex organization, and in what the tool’s vast capabilities are.

Under the direction of the Department of Technology (DT) Information Technology Service Management (ITSM) Program Director, this position is responsible for maintaining effective ITSM integration between city departments and divisions under DT’s ITSM program. The position will work with stakeholders to gather requirements and analyze and assess these requirements within DT’s ITSM program and requires an in depth understanding of ITSM Tool (ServiceNow) and ITIL best practices.

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.



  • 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
  • Department of Human Resources (HRD) ServiceNow Human Resources Service Delivery Configuration/implementation
  • 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 upgrade
  • Maintain effective integration among city departments, divisions, and various stakeholders under DT ITSM Program
  • Work with ITSM Program Director to analyze, create, document functional business/application solutions for ITSM program
  • Work with ITSM Program Director to analyze, build and configure ITSM tool applications and modules
  • Work with ITSM Program Director to seek and identify opportunities for improving business processes through automation
  • Apply ITSM knowledge and skills to troubleshoot, design and document solutions that address problems that are unique to CCSF
  • Coordinate and attend project meetings and user meetings
  • Work to complete project tasks by completion dates
  • Serve as liaison between Department of Technology and other City Departments to facilitate ITSM Program development and improvement
  • Work with ITSM program stakeholders to troubleshoot application and integration issues
  • Meet with users to discuss service requests, needs and operational characteristics, attend design meetings, consult with other technical staff members to provide assistance as needed
  • Prepare, or assist client in preparing, service requests to implement system changes; determine level of effort required and the cost of implementing service requests; prioritize requests.
  • Develop and execute application test plans
  • Prepare user and technical manuals, train users on procedures and applications
  • Provide technical support to end users, troubleshoot and resolve incidents and fulfill Service Requests related to ITSM tool


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.

License and Certification:


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.

Desirable Qualifications

  • ITIL® Foundation Certification
  • ServiceNow Administrator Certification (CSA)
  • Knowledge of San Francisco business regulations and how they are managed by City departments.
  • Working knowledge of Security requirements of City departments
  • Experience procuring products and services
  • 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 Bachelor’s or Master’s degree in computer science, MIS or a closely related field from an accredited college or university


Why Work for the Department of Technology (DT)? The Department of Technology (DT) is the centralized technology services provider in 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 includes:

People-Centered Solutions: Working for San Francisco, you can have a powerful, meaningful effect on the community every day. When we solve problems, people are the heart of every solution!

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
  • 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!

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!