Operations Training & Support Analyst (377C)

Description

OPERATIONS TRAINING & SUPPORT ANALYST

(Class Code 377C)

Eligible San Francisco Superior Court Employees Only

The Operations Training and Support Analyst position is only open to current employees of the San Francisco Superior Court who (1) are under a permanent appointment with the Court, or (2) previously held a permanent appointment and accepted a temporary appointment without a break in service. Individuals who are not current employees of the Court, or current temporary Court employees who did not previously hold a permanent appointment with the Court without a break in service may not apply. 

The Superior Court of California, County of San Francisco (the Court), is actively seeking highly qualified individuals to serve as Operations Training and Support Analyst to work with judicial officers, Court management, and staff, to test, implement and train new case management software applications, updates, etc. and provide support in data cleanup efforts related to the implementation. Duties include developing training curriculum, training material, and training procedures; providing training and support to end users as well as clean-up support with migrated data or data clean-up related to the implementation of new laws or procedures as needed; and performing other job-related duties as required. The Operations Training and Support Analyst will be working in the Human Resources Division. There are 2 positions available for Civil/Unified Family Court, and 2 positions for Criminal/Traffic. However, once appointed, the incumbent can be reassigned to other areas if the needs of the Court necessitate such a change.

This selection process is being conducted in accordance with San Francisco Superior Court Personnel Rule 4. An eligibility list will not be established.

FINAL FILING DATE:    4:00 PM, April 18, 2025

COMPENSATION:        $4,346.61 to $5,283.82 biweekly ($113,012 to $137,379 annually)

The Court offers a generous benefits package including a variety of health and dental insurance plans, a contributory retirement plan, a deferred compensation savings program, paid vacation, sick leave, floating holidays, and holiday pay.

Examples of Duties

POSITION OVERVIEW

Case Management & Administrative Support

• Test and learn new software for use by Court staff and judicial officers.
• Provide direct assistance and guidance for users of various Court applications, particularly related to the Court’s case management system, including troubleshooting and resolving problems.
• Evaluate operations procedures and processes and make recommendations for improvement.
• Assist in defining rollout, training, and user support plans.
• Assist in cleanup of data related to the migration from legacy systems to new case management systems or cleanup because of the implementation of new policies and procedures.
• Provide quality control review.
• Assist in managing expectations of users and management. 
• Conduct complex and specialized administrative and support work.
• Prepare clear, concise, and accurate records and reports.

Training & Operational Support

• Plan, develop, and prepare Court computer training programs and curricula for court case management systems.
• Conduct various Court training programs for staff, including classroom and on-the-job training.
• Develop and/or maintain quick reference guides for users of Court applications.
• Maintain training materials used for training Court users on the use of Court applications and the application of standard operating procedures (SOPs).
• Create, maintain, and regularly update training documents in a training library.
• Assist and/or lead training sessions.
• Analyze user needs and problem areas to develop training curriculum content.
• Track participant attendance and progress in training sessions.
• Provide training feedback on end user progress to management.
• Conduct studies to determine training program effectiveness and needs.

Work is performed in an office and computer training center environment, continuous contact with staff and the public.

Typical Physical Requirements: Sit for extended periods; frequently stand and walk; normal manual dexterity and eye-hand coordination; lift and move objects weighing up to 25 lbs.; corrected hearing and vision to normal range; verbal communication; use of office equipment, including computer, telephone, calculator, copiers, and FAX.

Qualifications

REQUIRED QUALIFICATIONS

Any combination of training and experience which would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the required knowledge and abilities would be:

Five years of progressively responsible professional analytical work experience, preferably in a governmental setting, performing work duties related to budget preparation, strategic planning, management analysis, fiscal operations, purchasing, facilities management, or other analytical work.

DESIRABLE QUALIFICATIONS

Two years of experience performing business process analyses is highly preferred.

Formal advanced education and courses in business analysis and/or training experience are highly desirable.

Knowledge of:

• Functions and business processes of the Superior Court of California, County of San Francisco.
• Laws, regulations, legislation, operations, rules, policies, and procedures of the Court.
• Court case management and other systems used by the Court.
• Business process analysis methods, techniques, and tools.
• Troubleshooting techniques and quality assurance testing of systems.
• Principles and methods of adult education theory and practice.
• Principles and practices of curriculum and instructional design.
• Principles of distance education development.
• Research and information gathering techniques.
• Statistical methods and analysis.
• Needs assessment and evaluation techniques.
• Computer equipment and software used by the Superior Court of California, County of San Francisco, including specialized Court software, Microsoft Word, Microsoft Visio, and Microsoft PowerPoint usage and functionality.
• Standard project management methodologies.

Ability to:

• Organize, prioritize, and manage time efficiently.
• Prepare comprehensive and clear records and reports.
• Analyze problems and develop sound conclusions and recommendations.
• Provide lead direction to other analysts.
• Effectively interact with judicial officers and all levels of management.
• Assist computer users with solving equipment and software problems.
• Present concepts in a concise and focused manner, including narrative, process diagrams, role and accountability diagrams, and business-focused storyboards.
• Plan, organize, and deliver training for Court staff.
• Collaborate with content experts.
• Develop training curriculum.
• Proofread and edit text for grammar and voice.
• Prepare a variety of training material.
• Perform a wide variety of analytical work.
• Assist in identifying and addressing training needs among new and newly transferred court staff.
• Organize and present ideas and recommendations both orally and in writing.
• Organize and conduct surveys and develop analyses of user needs.
• Gather, maintain, and analyze a variety of information regarding the effectiveness of training programs.
• Operate a computer and use appropriate software in the performance of administrative and analytical work and in the delivery of training programs.
• Effectively represent the Superior Court of California, County of San Francisco, with the public, other Court staff, and other government agencies.
• Establish and maintain cooperative and effective working/business relationships.
• Maintain confidential information when required by legal or ethical standards.

Supplemental Information

HOW TO APPLY

Selection is only open to current employees of the San Francisco Superior Court who (1) are under a permanent appointment with the Court, or (2) previously held a permanent appointment and accepted a temporary appointment without a break in service. Individuals who are not current employees of the Court, or current temporary Court employees who did not previously hold a permanent appointment with the Court without a break in service may not apply. 

Interested individuals must apply online and include a valid email address where the applicant can receive future correspondence regarding the position. Applicants must submit ALL the following items:

• Superior Court of California, County of San Francisco, online employment application (fully completed). 
• Resume.
• Statement of qualifications, limited to one page, only explaining why the applicant is interested in and qualified to perform the duties of the position (should briefly describe the experience and education applicable to the position).

The online application, resume, and statement of qualifications are very important to the selection process. It is recommended that applicants review the information in this announcement and on the application very carefully. Once the application has been submitted, it cannot be corrected, changed or resubmitted. All applications must be submitted by the final filing date and time indicated in this announcement.

SELECTION PROCESS

Initial Screening:

Complete application packages received by the final filing date and time will be evaluated to determine if applicants meet the minimum qualifications. The Court will further evaluate these documents and may interview only those applicants it deems may best meet the needs of the Court. Not all applicants will receive an interview.

Oral Interview & Presentation Exercise:

If necessary, selected applicants may be interviewed to determine their relative knowledge, abilities, and skill levels in job-related areas. Applicants may also be required to participate in a presentation exercise related to job factors. If interviews and the presentation exercise are scheduled, it is anticipated that they will be conducted in April/May 2025.

Qualified applicants with disabilities requiring reasonable accommodation to participate in the selection process should complete the relevant section on the employment application.

OTHER APPOINTMENT INFORMATION

Employment is subject to security clearance. Any false statement or omission of material fact may cause forfeiture of employment. Information presented on employment applications, resumes, and attachments, and during the selection process is subject to verification. Employees are prohibited from engaging in activities which conflict with the interests of the Superior Court of California, County of San Francisco. 

THE SUPERIOR COURT OF CALIFORNIA, COUNTY OF SAN FRANCISCO, IS AN EQUAL OPPORTUNITY EMPLOYER. APPLICANTS SHALL NOT BE FAVORED OR DISCRIMINATED AGAINST BECAUSE OF RACE, COLOR, RELIGION, GENDER, NATIONAL ORIGIN, ANCESTRY, CITIZENSHIP, AGE, MARITAL STATUS, PHYSICAL DISABILITY, MENTAL DISABILITY, MEDICAL CONDITION, SEXUAL ORIENTATION, GENETIC INFORMATION, UNION ACTIVITY, POLITICAL AFFILIATION, OR OTHER NON-MERIT FACTOR.

For questions on the above information, contact the Human Resources Office of the Superior Court of California, County of San Francisco, (415) 551-0381.

Salary : $113,012 - $137,379