Solutions Analyst (1053)- Information Technology- Human Services Agency (162021)

This recruitment will be used to fill two (2) positions within the Information Technology (IT) Department of the Human Services Agency (HSA). The positions are located in the Digital Services Unit and the Software Development Unit.

This is a Position-Based Test conducted in accordance with CSC Rule 111A. Learn more about the City’s hiring process here: https://careers.sf.gov/knowledge/process/

• Application Opening – Wednesday, January 28, 2026
• Application Deadline – The final day to apply is February 10, 2026
• Salary Range: $131,456.00 - $165,386.00  Yearly https://careers.sf.gov/classifications/?classCode=1053&setId=COMMN

• Recruitment ID: PBT-1053-162021; RTF0162020-01096508

At the San Francisco Human Services Agency, we believe in a San Francisco where everyone has the opportunity and support to achieve their full potential. We are comprised of the Department of Benefits and Family Support, and the Department of Disability and Aging Services (DAS), and are united by our commitment to deliver essential services that support and protect people, families, and communities.

From financial, nutritional and employment support to child and adult protective services, health care coverage, affordable childcare, and in-home services for older adults and persons with disabilities, our team lends support for all in need.

OUR COMMITMENT TO RACIAL EQUITY

As we work towards our vision of an inclusive San Francisco, we embrace our responsibility to root out systemic racism by creating services and a workforce which reflect the lived experiences and strengths of the people we serve. We are committed to fostering a work environment where our differences are celebrated and everyone has what they need to thrive--no matter their race, age, ability, gender, sexual orientation, ethnicity, or country of origin. Click here to learn more about what this commitment looks like in action.

Under general direction, this position is responsible for analyzing, scoping, and overseeing the implementation of technology systems that enhance organization efficiency and effectiveness. Key responsibilities include understanding user needs; gathering requirements; conducting needs analysis, cost-benefit analysis, and feasibility studies; performing structured systems analysis and design; assessing technology and software; and analyzing telecommunications needs. The role also involves project planning and management, system installation, implementation and testing, conversion to production status, and the preparation of technical and procedural documentation. Additional duties include user training, post-implementation assessment, and ongoing administration. In some cases, this position may serve as the primary MIS resource for an organization with a complex system.

The Solutions Analyst serves as a critical bridge between programmatic innovation and technical execution. This individual is responsible for generating and evaluating creative, practical ideas to streamline processes, while working closely with technical teams to ensure those ideas are viable and scalable. The Solutions Analyst will be embedded within the HSA IT Software Development Team or the HSA IT Digital Services Team enabling direct collaboration with developers and engineers. This structure ensures that solutions are designed with a deep understanding of both policy requirements and technological capabilities, improving implementation speed and alignment across teams.

About the Software Development Unit: The HSA IT Software Development team is responsible for the design, development, enhancement, and maintenance of custom web-based and mobile applications that support the Agency’s mission. When appropriate, the team also integrates and customizes third-party vendor solutions to meet program requirements. The Software Development team collaborates closely with program stakeholders to assess business needs and translate those needs into detailed technical specifications for solution development. Following implementation, the team provides ongoing application support and enhancements to ensure continued effectiveness and alignment with program objectives.

About the Digital Services Unit: HSA IT Digital Services is a collaborative agile team that focuses on the design and rapid deployment of various innovative digital technologies across the SFHSA. We primarily focus on solutions that interface with sfhsa.org and the agency intranet (both Drupal CMS web products) and ServiceNow but are often called in when design thinking and an agile approach is needed with a novel project. We are dedicated to deeply understanding our user’s needs so that we can design, develop, and deliver simple digital solutions that empower our clients and staff, making them feel more connected, valued, and supported.

Essential Duties and Functions:

According to Civil Service Commission Rule 109, the duties specified below are representative of the range of duties assigned to this job class and are not intended to be an inclusive list; may include additional duties as assigned.

1.  Identify opportunities for improving business processes through automation; assist in the preparation of proposals to develop new systems.

2.  Analyze data processing needs; research and evaluate software on multiple platforms to assist users to meet their departmental goals; assist in developing the evaluation criteria for software.

3.  Determine operating characteristics and requirements; develop or modify and document general system design; write detailed design specifications; conduct "walkthroughs" for proposed solutions to system problems.

4.  Analyze the feasibility of and develop requirements for new systems and enhancements to existing systems; ensure the system design fits the needs of the users.

5.  May install and enhance software; program, test, debug and install new/modified programs.

6.  Provide technical support for computer and telecommunications systems; consult on the analysis of an application; troubleshoot system problems; implement solutions.

7.  Conduct system analysis and may conduct programming activities for complex systems; document new and modified systems and programs; coordinate user training in new capabilities; may convert new programming from test to production.

8.  Interface with users to determine system needs and requirements; instruct users on newly implemented systems; define system requirements; may design and code programs; review impact of system modifications on existing systems.

9.  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.

10. May provide technical production support for on-line and batch systems; assist with set processing schedule; update and produce reports.

11. Coordinate with outside vendors and contractors to complete projects and service requests; define, assign and evaluate their work.

12. May determine structure of databases; normalize data; perform conversion of data between platforms; design, develop and generate routine and ad hoc reports in response to user needs.

13. Determine security levels for systems to ensure data integrity; test database applications to assure functionality and effectiveness in performing to desired specifications.

14. Create test scenarios, test cases, UAT scripts, and other testing documentation to assist with testing. Test applications to assure functionality and effectiveness in performing to desired specifications.

15. Analyze impact of technical solutions and technical processes on business processes; document current and future processes impacted by system/ solution design.

16. Maintain a positive culture of openness and collaboration within team and outwardly with users and partners.

1.  Education:  An associate degree in business administration, public administration, information systems, economics, finance, 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 one of the fields above or a closely-related field].

AND

2.  Experience: 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.

Substitution of Education: 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 or 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.

**Applicants must meet the Minimum Qualification requirement by the final filing date unless otherwise noted.**

Software Development Desirable Qualifications:

• Business process redesign experience
• Experience with creating swim lane diagrams 
• Experience with creating business and system flow diagrams
• Experience communicating and working with all levels of the organization, building and maintaining stakeholder relationships
• Experience with application design and analysis in a web development environment
• Project management experience 
• AI knowledge / experience
• Quality Assurance testing experience 

Digital Services Desirable Qualifications:

• Agile experience and/or certifications
• UX research experience
• Design experience (UI/UX, information, business process, and/or interaction)
• Experience administering and/or managing projects in ServiceNow

Verification of Experience and Education:

Every application is reviewed to ensure that you meet the minimum qualifications as listed in the job ad. Review SF Careers Employment Applications for considerations taken when reviewing applications.

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 https://careers.sf.gov/knowledge/experience-education/.

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.

Selection procedure:

After application submission, candidates deemed qualified must complete all subsequent steps to advance in this selection process, which includes the following:

Training and Experience Evaluation (Weight: 100%):

Candidates who meet the Minimum Qualifications will be invited to complete a Training and Experience (T&E) Evaluation as part of the examination process. This evaluation will assess the relevance and duration of each candidate’s education, training, and job-related experience, based on the information provided on the application and any required documentation. The purpose of this evaluation is to measure proficiency against the job related knowledge, skills, and abilities for this 1053 Business Analyst-Senior recruitment.

Successful applicants will be placed on the eligible list, in rank order, according to their final score.

Eligible List/Score Report: A confidential eligible list of applicant names that have passed the civil service examination process will be created and used for certification purposes only. An examination score report will be established, so applicants can view the ranks, final scores and number of eligible candidates. Applicant information, including names of applicants on the eligible list, shall not be made public unless required by law. However, an eligible list shall be made available for public inspection, upon request, once the eligible list is exhausted or expired and referrals resolved. The eligible list/score report resulting from this civil service examination process is subject to change after adoption (e.g., as a result of appeals), as directed by the Human Resources Director or the Civil Service Commission.

The duration of the eligible list resulting from this examination process will be of six (6) months and may be extended with the approval of the Human Resources Director.

To find Departments which use this classification, please see the city’s Position Counts by Job Codes and Departments.

Terms of Announcement and Appeal Rights:

Applicants must be guided solely by the provisions of this announcement, including requirements, time periods and other particulars, except when superseded by federal, state or local laws, rules or regulations. Clerical errors may be corrected by the posting the correction on the Department of Human Resources website at https://careers.sf.gov/.

The terms of this announcement may be appealed under Civil Service Rule 111A.35.1. The standard for the review of such appeals is ‘abuse of discretion’ or ‘no rational basis’ for establishing the position description, the minimum qualifications and/or the certification rule. Appeals must include a written statement of the item(s) being contested and the specific reason(s) why the cited item(s) constitute(s) abuse of discretion by the Human Resources Director. Appeals must be submitted directly to the Executive Officer of the Civil Service Commission within five business days of the announcement issuance date.

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
• Seniority Credit in Promotional Exams
• Right to Work
• Copies of Application Documents
• Diversity Statement

Where to apply

All job applications for the City and County of San Francisco must be submitted through our online portal. Please visit https://careers.sf.gov/ to begin your application process.

Computers are available for the public (9:00 a.m. to 4:00 p.m. Monday through Friday) to file online applications in the lobby of the Dept. of Human Resources at 1 South Van Ness Avenue, 4th Floor and at the City Career Center at City Hall, 1 Dr. Carlton B. Goodlett Place, Room 110.

Ensure your application information is accurate, as changes may not be possible after submission. Your first and last name must match your legal ID for verification, and preferred names can be included in parentheses. Use your personal email address, not a shared or work email, to avoid unfixable issues.

Applicants will receive a confirmation email from [email protected] that their online application has been received in response to every announcement for which they file. Applicants should retain this confirmation email for their records. Failure to receive this email means that the online application was not submitted or received.

If you have any questions regarding this recruitment or application process, please contact the exam analyst, Patrice Brown at [email protected] . 

Your information will be kept confidential according to EEO guidelines.

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.