Now Hiring - City and County of San Francisco - Service Desk and Organizational Change Manager (Hybrid Workplace) - Controller's Office (1070) 01108157 in San Francisco, CA

Hybrid Workplace:
Our workplace has a hybrid/flexible weekly schedule, where colleagues work 1 day onsite (in the San Francisco office) and 4 days from home, subject to periodic review and approval.

The Controller is the City’s chief financial officer. Our team includes financial, technology, analytical and other professionals who work hard to secure the City’s financial integrity and promote efficient, effective and accountable government. We hold ourselves to high standards and strive to be a model for good government. We value the diverse backgrounds, perspectives and lived experiences of our teams and clients in everything we do. We work in a collaborative and inclusive environment, promote equal opportunity, and invest in the professional development and wellbeing of our team members. You can expect to work alongside colleagues who are committed to serving the public with integrity and want to see positive impacts from their work. We are looking for smart, motivated individuals who want to make a difference and use government to play a role in solving our City’s problems, including addressing long-standing and harmful disparities in our communities. For a career with purpose and professional growth, join us in the Controller’s Office.

Systems Division of the Controller’s Office:
The Systems Division of the Controller’s Office manages the City and County of San Francisco’s Enterprise Oracle and PeopleSoft Applications, which include Oracle Interaction Hub, PeopleSoft Human Capital Management (HCM), PeopleSoft Financials and Supply Chain Management (FSCM), PeopleSoft Enterprise Learning Management (ELM), and Oracle Business Intelligence. These applications are branded locally as our SF Employee Portal, SF People & Pay, SF Financials, SF Procurement, SF Learning, and SF Reports and Analytics systems. Collectively, these applications provide a robust, integrated platform that delivers mission-critical services to 55 City Departments, eliminating the need for hundreds of independent legacy systems and customized applications. The division serves over 35,000 active City employees, 75,000 retirees and 25,000 City vendors (bidders and suppliers). Peripheral and legacy applications also leveraged by the division include Oracle Identify & Access Management, Sherpa Budget Formulation & Management, Phire Architect, Control-M, and FreshWorks. The technology implemented and maintained by the Systems Division provides standardization, transparency, and efficiency for the City’s crucial business processes. Users are fully supported to ensure adoption of these interconnected functionalities.

• Application Opening: 6/23/2023
• Application Deadline: Continuous
• Compensation Range: $153,868 - $193,544 annually - rates effective 7/1/2023 (please note: additional salary steps available based on internal approvals)

Controller’s Office - Systems Division

Overview: The Office of the Controller’s vision is to be a model for good government and to make the City better place. The Systems Division of the Controller’s Office manages the City and County of San Francisco’s Enterprise Oracle and PeopleSoft Applications, which include the SF Employee Portal, SF People & Pay, SF Learning, SF Financials, SF Procurement, SF Budget, SF Reports & Analytics, SF Open Book, and the SF City Partner site. These applications provide a robust, integrated platform that delivers mission-critical services to 55 City departments, eliminating the need for hundreds of independent legacy systems and customized applications. The technology implemented and maintained by the Systems Division provides standardization, transparency, and efficiency for the City’s critical business processes.

User Support & Engagement Team

Within the Systems Division, the User Support & Engagement team is responsible for supporting over 35,000 active City employees, 75,000 retirees, and 25,000 City suppliers who use our centralized and integrated systems. This includes reactive support, led by our 10-person User Support team who respond to over 25,000 customer service requests each year, as well as the proactive support this role will lead, including designing and delivering end user emails, alerts, notifications, release notes, process guides, and live and on-demand training.

The Role
We are looking for an accomplished and enthusiastic Service Desk and Organizational Change Manager to lead our User Support and Engagement team in executing our vision to deliver best-in-class customer service, communications, and training on behalf of our stakeholders. This leader will manage and coach a team of approximately 14 professionals and will report to the Director of Program Management & Service Delivery.

The ideal candidate is a highly motivated, experienced, and ambitious change management professional with a proven track record of leadership, planning, and execution experience. They will be bringing their industry, strategy, and process expertise to deliver significant impact to our business partners. As leader of our Tier 1 Service Desk, the ideal candidate must be comfortable in a data-driven environment, have an eagerness to learn and solve problems, and have an appreciation of data quality, analysis, and reporting. This position requires a great attitude and team player, an ability to efficiently deliver high quality work products, meet tight deadlines, have strong writing, communication, and organization skills, , and an ability to ‘connect’ with business partners and stakeholders.

This leadership role will connect colleagues on the User Support, Training, and Functional teams to identify common problems, propose proactive communication, and/or provide training activities to improve the user experience and reduce the need for support. This position will work in a high volume, fast paced environment; therefore teamwork, a positive attitude, and the flexibility to prioritize the team’s needs are key to success.

Under general direction, this role is responsible for the following responsibilities, including but not limited to:

Change Enablement

• Leading Citywide adoption and workforce engagement initiatives from start to finish for all business lines, including the following standard deliverables and work products:
  • Stakeholder assessments
  • Organizational design assessments
  • Training needs assessments
  • Change impact and readiness assessments
  • Change management and training strategies
  • Communications and training plans
  • User feedback and engagement plans
  • Change agent networks
• Creating engaging content while educating, training, and teaching end users through digital adoption platforms, e-learning, virtual and in-person sessions, workshops, and more
• Critically reviewing our current Solution Center and developing a new Knowledge Base strategy and governance plan considering the impacts of implementing a digital adoption platform
• Leading the design, development, and deployment of the standard System Notifications Governance Plan, including clear roles, responsibilities, style guide, and periodic review process for all end-user email notifications sent from Citywide Systems
• Leading the design, development, and deployment standard Product Roadmap and Release Notes publication process for all business lines, including clear roles, responsibilities, style guide, and business processes

Digital Adoption

• Leading the evaluation and implementation of a Digital Adoption Platform to support end users across all business lines, working with stakeholders to understand challenges to adoption, defining measurable adoption goals, analyzing metrics, and monitoring adoption progress and ROI of digital adoption initiatives
• Leading the design, development, and deployment of a standard Digital Adoption Roadmap and Governance Plan, including clear roles, responsibilities, style guide, and business processes
• Monitor and evaluate the results of adoption actions to help business partners identify gaps and build their capacity for success

Tier 1 Service Desk

• Foster a data-driven culture of transparency and continuous improvement, reporting team and individual Key Performance Indicators (KPIs) and Service Level Agreement (SLA) compliance to management on a regular basis
• Develop, document, update, and enforce Standard Operating Procedures governing Tier 1 Support and Systems Access Provisioning for all Systems Division Enterprise Applications
• Lead annual user security audits for all Systems Division Enterprise Applications
• Lead quarterly SF Employee Portal Self-service Time Entry implementation projects
• Lead regular coordination with Tier 2 teams, identifying opportunities for Tier 1 training and updating Standard Operating Procedures, Canned Responses, Service Requests, and Workflow Automations accordingly
• Lead Tier 1 problem management, troubleshooting, and triage, escalate problems as necessary to the proper Tier 2 Functional team and documenting symptoms, workarounds, and canned responses
• Supervise and maintain Freshservice security, administration, workflows, automations, service requests, and canned responses

Leadership

• Author and present thought leadership content via meetings, website, social media, webinars, practitioner groups, community calls, guest speaking engagements
• Ensure that change management initiatives and service desk activities align with overall program plans, objectives, and timelines
• Proactively identifying and developing improvements to change management strategy & methodology
• Preparing presentations and status reports for the team and senior management highlighting performance in an easy-to- understand, executive-ready manner
• Leading the design, development, and deployment of internal Systems Division Workforce Engagement and Development Plans, establishing consistent and transparent two-way communications channels
• Managing team resources, including recruitment, performance goals, reviews, work, and training plans
• Performing other duties as assigned

Education:

An associate degree preferably 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].

Experience:

Seven (7) years of experience in system administration, information systems development, maintenance and support, or information technology project management, including two (2) years of supervisory experience

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 computer science or a closely related field.

Desirable Qualifications:

The Ideal Candidate will possess the below traits, experiences, and skills:

• Proven track record of managing enterprise-wide, transformational, and multi-disciplinary change initiatives
• Ability to learn system functionality with ease to consider system limitations and leverage capabilities when analyzing stakeholders’ business needs
• Expert of change management principles, methodologies, tools, and innovative, and cutting-edge best practices
• Handles ambiguity in stride
• Knowledge of ITIL, ITSM, Agile and other service and program management methodologies
• Experience with PeopleSoft, SaaS rollouts and ERP implementations and/or upgrades
• Expertise in organizational change management / organizational development, product adoption, process improvement, customer relationship management, and project management
• Comfort and interest in exploring and learning new technology and how it can be used to improve work and organizational performance
• Excellent verbal and written communication skills
• Thorough competence in Microsoft Office products, particularly Word and PowerPoint
• At least five (5) years of progressively increasing management experience in the public sector or technology consulting sector
• Experience with setting performance standards, creating policies and procedures, and managing the work environment for professional level staff
• Proven ability to interact skillfully and tactfully with all levels of government officials, customers, employees, and the public, including the highest levels of organizational leadership and management; and
• Proven ability to plan, organize and direct work of a diverse group of professional subordinates as well as the ability to consistently work productively and professionally under the pressure of critical deadlines when supporting systems implementations and 24/7 operations.

Verification

Applicants may be required to submit verification of qualifying education and experience at any point during the recruitment and selection process. If education verification is required, information on how to verify education requirements, including verifying foreign education credits or degree equivalency, can be found at [please apply online] 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.

All work experience, education, training and other information substantiating how you meet the minimum qualifications must be included on your application by the filing deadline. Information submitted after the filing deadline will not be considered in determining whether you meet the minimum qualifications.

Resumes will not be accepted in lieu of a completed City and County of San Francisco application.

SELECTION PLAN

Interviews: Selected candidates will be invited to participate in one or more interviews at the Controller’s Office.

Additional Information Regarding Employment with the City and County of San Francisco:

• 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

CONDITION OF EMPLOYMENT: All City and County of San Francisco employees are required to be fully vaccinated against COVID-19 as a condition of employment. Someone is fully vaccinated when 14 days have passed since they received the final dose of a two-shot vaccine or a dose of a one-shot vaccine. Any new hire must present proof of full vaccination status to be appointed. Any new hire who will be routinely assigned or occasionally enter High-Risk Settings, must provide proof of having received a COVID-19 booster vaccine by March 1, 2022, or once eligible.

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.