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Change Management and Communications Lead Analyst- (Hybrid Workplace) - Controller's Office (1824)

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. 

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, in the form of end user and stakeholder communications, live and on-demand training, and maintaining a library of over 1,000 how-to solution articles.
  • Application Opening: 9/29/2022
  • Application Deadline: Continuous 
  • Compensation Range: $128,050 to $155,662 annually

The Role: To support our vision of a data driven organization providing best-in-class customer service, we are looking for an accomplished and enthusiastic Change Management & Communications Lead to identify and address client needs, in a collaborative and fast-paced environment, including:
  • Developing an understanding of the Controller’s Office's service offerings and interacting with users in an organized and knowledgeable manner
  • Collecting and organizing data effectively and performing analysis, such as benchmarking reports and operational analyses 
  • Structuring approaches to solving discrete problems, delivering clear requests for information, and demonstrating flexibility in prioritizing and completing tasks
  • Conveying ideas clearly in an oral and written manner, one-on-one and in small groups 

The ideal candidate will have experience leading organizational change and end user communications for enterprise level applications with large and diverse user bases; excellent writing skills; strong presentation and design experience; and the ability to be simultaneously strategic and tactical in their approaches. PeopleSoft experience is not required; more important than PeopleSoft-specific experience, 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.

As a member of the User Support & Engagement Team, this role will work closely with colleagues on the User Support and Training teams to identify common problems and propose proactive communication and/or training activities to improve the user experience and reduce the need for support. This position will be working in a high volume, fast paced environment, so teamwork, a positive attitude, and the flexibility to prioritize the team’s needs are key. 
Under general direction, the incumbent is responsible for the following responsibilities, including but not limited to:  
1. Conduct change impact analysis and prepare organizational change management plans for complex programs across Controller Office System Division teams:
  • Assessment of change readiness, leadership alignment, and organizational impact
  • Change vision and strategy
  • Organizational design
  • Training strategies, and curricula and course development
  • Cultural transformation plans
  • Stakeholder management and communications to obtain awareness, understanding, buy-in, and support
2. Determine the level of change difficulty and create plans to match the complexity of that change/project
3. Own and drive the end-to-end change plan beyond project delivery to ensure goals are met
4. Create engaging content used for communications and training resources
5. Proactively identify and develop improvements to change management strategy & methodology
6. Partner closely with project teams and senior executives across the City
7. Educate business partners about change management value
8. Work with business partners, internal and external, to develop and maintain a library of policy and process documents
9. Prepare presentations for the team and senior management highlighting performance in an easy-to- understand, executive-ready manner
10. Performs other duties as assigned

How to qualify

These minimum qualifications are to be used as a guide for establishing the education, training, experience, special skills and/or license which may be required for employment in the class. Although these minimum qualifications are typical of the class, additional minimum qualifications and special conditions may apply to a particular position and will be stated on the job announcement.

1. Possession of a graduate degree (Master's degree or higher) from an accredited college or university, and five (5) years full-time equivalent experience performing professional-level analytical work as described in Note A; OR

2. Possession of a graduate degree (Master's degree or higher) from an accredited college or university with major college coursework as described in Note B, and four (4) years full-time equivalent experience performing professional-level analytical work as described in Note A; OR

3. Possession of a baccalaureate degree from an accredited college or university, and six (6) years full-time equivalent experience performing professional-level analytical work as described in Note A; OR

4. Possession of a baccalaureate degree from an accredited college or university with major college coursework as described in Note B, and five (5) years full-time-equivalent experience performing professional-level analytical work as described in Note A;

Applicants may substitute up to 2 years of the required education with additional qualifying experience in budget analysis, financial analysis and reporting, legislative/policy analysis, or contract/grant administration. One year (2000 hours) of additional qualifying experience will be considered equivalent to 30 semester units/45 quarter units.

Notes on Qualifying Experience and Education:
A. Qualifying professional-level analytical experience must be in one or more of the following functional areas: complex budget analysis, development and administration; complex financial/fiscal analysis and reporting; development of complex contracting systems and administration of competitive bid processes and complex contractual agreements; development and evaluation of complex management/administrative policy; complex grant administration and monitoring; complex program evaluation and planning; complex legislative analysis; complex economic analysis; or other functional areas related to the duties of positions in Class 1824, where the primary focus of the job is complex professional-level analysis for evaluation, recommendation, development and implementation of major programs and functions of department/organization. Analytical experience equivalent to the duties of Class 1823 is considered qualifying.
B. Coursework applicable to a baccalaureate or higher degree in specialized subject matter areas such as public or business administration, management, business law, contract law, public policy, urban studies, economics, statistical analysis, finance, accounting or other fields of study closely related to the essential functions of positions in Class 1824.
Desirable Qualifications:
The stated desirable qualifications will be used to identify job finalists at the end of the selection process when candidates are referred for hiring.
  • Strategic communications and organizational readiness or project management process improvement experience
  • Experience writing and analyzing communications delivered in multiple formats and mediums
  • Experience with one or more related disciplines change management, communication, engagement, training, and organizational readiness
  • Prosci, CCMP, AMI or similar certification
  • Experience with PeopleSoft FSCM, HCM, and/or ELM
  • Experience defining, planning, negotiating, and executing business process change initiatives in conjunction with enterprise system implementations
  • Experience conducing stakeholder and needs analysis
  • Experience building relationships with internal and external partners
  • Excellent communication skills including speaking, writing, editing and/or content organization experience.
  • At least three years of experience in the technology or consulting sector, preferably at the Senior Associate/Consultant level
  • Excellent interpersonal skills, including ability to communicate with a highly diverse range of clients and coworkers
  • Demonstrated experience managing communication campaigns
  • Website management skills and experience with SharePoint
  • Experience with Animation, Infographic and Survey tools
  • Demonstrated experience in preparing and providing public presentations to large audiences
  • Experience using data to monitor issues and solve problems
  • Demonstrated ability to establish and maintain good working relations with department personnel, staff, vendors, peers, and management