IT Project Manager, SF311 (1054)

Under the general supervision of the 311 Customer Service Center Deputy Director, this position supervises the staff who analyze, document, and improve processes for all City agencies using the enterprise Customer Relationship Management software.

This position acts as a technical specialist and project manager for SF311 and is directly responsible for delivering and updating critical services for the public and City staff.

Working in conjunction with other departments and technical staff within SF311, this position assumes technical responsibility for the completion of major projects; and oversees or performs all or most of the systems development life cycle and ongoing administration functions, including analysis on needs, cost-benefit , structured systems, design, and feasibility , technology and software assessment, project planning and management, implementation and testing, conversion to production status, technical and procedural documentation and end-user training.

The 1054 IT Project Manager will perform within a broad framework of general policy and requires creativity and resourcefulness to accomplish goals and objectives, and in applying concepts, plans and strategies which may deviate from traditional methods and practices.

The IT Project Manager will have both a supervisory and an operational role, requiring the ability to shift from acting as a supervisor or lead to acting as the expert. Sample responsibilities include:

• Ensure the City CRM, Integration, and Reporting Services provided by SF311 are available and continually improved to meet the needs of the City's residents, visitors, employees, and partner agencies.
• Oversee management of multiple projects including scope, schedule, cost, performance, resources, and execution.
• Manage the work of the SF311 Technical team to ensure successful achievement of division and City goals.
• Analyze, develop, and deploy processes that enhance the accessibility and equity of services to all populations within the City and County.
• Coordinate actions with the SF311 IT Manager to improve information/network security and comply with the increased range of Cybersecurity risks and requirements.
• Oversee the development of digital assets such as Online Forms, portals, knowledge, and mobile applications.
• Design and distribute reports internally and to other agencies using Business Intelligence (BI) reporting tools such as Power BI, Visual Studio, and SQL.
• Provide team leadership and ensure continuous improvement of SF311 processes as well as mentoring of other employees.
• Coordinate the flow of information and service requests with all Verint (CRM) and Integrated agencies. Oversee business continuity and disaster recovery policy management to ensure availability of SF311 services.
• Represent 311 on committees, Emergency Operations Center (EOC), or Joint Information Center (JIC) as required. These meetings may take place outside of normal working hours.
• Perform related duties and responsibilities, as assigned.

Nature of Work: Full-time, usually Monday through Friday, with flexible hours between the hours of 7:00 am and 6:00 pm. Teleworking may be allowed up to 3 days/week, but applicant must be able to meet the City's telework policies and management reserves the right to cancel at any time.

Additionally, this position will require applicant to be available to work occasional weekends and holidays whenever necessary due to the department's 24x7 operations.