San Jose 311 Digital and Services Technical Lead Job at San Jose, Santa Clara County, California

San Jose 311 Digital and Services Technical Lead

City of San Jose , California

Job Information 


Information Technology

Mid Level


$113,464.00 - $138,236.80 Annually

Application Deadline 

Until filled - 1st Review June 24, 2021

No Application Deadline

Recruitment Type 

Open Competitive


About the Department 

The City of San José is creating the civic technology foundation that helps our community thrive!

As the Capital of Silicon Valley and 10th largest city in the nation, the City of San José manages a large array of services and assets. The City operates on a budget of $4.5 billion, with 7,000 employees, all serving over one million residents and businesses.

The City aspires to be as innovative as the community we serve. In that quest, the people of the Information Technology (IT) Department enable the smart uses of technology that our employees and community need. IT enables municipal services through business systems, cybersecurity, productivity and collaboration tools, San Jose 311, and expert strategy and planning. IT services are powered by truly great people, a robust technology environment, and a keen sense of mission.

We promote work-life integration with a focus on growth to bring out the best in our people. Come join us in making San Jose the most vibrant, equitable, sustainable, and innovative city in America!

Positions & Duties

The City of San José is seeking a San José 311 Digital and Services Technical Lead (Enterprise Supervising Technology Analyst) for the Information Technology Department (ITD). The purpose of the position is to support the City’s two-year program to expand San José 311 internal capacity for both coding and customer service. The San José 311 Digital and Services Technical Lead will provide the technical support necessary to focus on digital service delivery analysis/improvement and the development of new services that bridge access, language, and ease of use barriers experienced disproportionately by underserved portions of our community.

Duties may include but are not limited to:

  • Leading and participating in architectural and development work in an ecosystem that includes a Customer Relationship Management (CRM) platform, with integrations to Work Order system while demonstrating a consultative personality, leadership mindset, and collaborative communication style.
  • Leveraging an understanding of CRM, IT Service Management, and Oracle Policy Automation cloud service, to build high quality Oracle Service Cloud solutions integrated to other systems for customers and Staff.
  • Customizing solutions and leveraging programming languages to design and develop application solutions with high usability and accessibility ratings.
  • Assisting with software upgrades, testing, and production support problems in a prompt and efficient manner.
  • Liaising with software suppliers on the development of system enhancements to overcome known problems or further fulfill user requirements.
  • Developing, testing, and preparing technical design and support documentation of new technology and digital services to address the City’s needs.
  • Developing reports to measure health of digital assets and user consumption of digital services available to residents.
  • Establishing and maintaining effective working relationships with vendors and City staff.

This position is a temporary, benefitted position, with a standard 40 hours per week with an end date of June 30, 2023.

This recruitment may be used to fill multiple positions in this, or other divisions or departments. If you are interested in employment in this classification, you should apply to ensure you are considered for additional opportunities that may utilize the applicants from this recruitment.


The ideal candidates will possess the following competencies, as demonstrated in past and current employment history. Desirable competencies for this position include:

Job Expertise – Demonstrates knowledge of and experience with applicable professional/technical principles and practices, Citywide and departmental procedures/policies and federal and state rules and regulations.

  • Experience working with Oracle Service Cloud, Oracle Integration Cloud, Oracle Intelligent Advisor, Identity Cloud Services, and Oracle Visual Builder.
  • Experience working with Google Cloud Platform, DialogFlow, and Twilio.
  • Experience with SQL Server and/or Oracle Databases.
  • Experience with JavaScript programming.
  • Strong programming skills and technical experience to design and develop application solutions utilizing Microsoft .NET platform or a scripting language such as PowerShell and Python.
  • Working knowledge of Hypertext Preprocessor (PHP) scripting language is highly desirable.
  • Knowledge of a variety of programming concepts, coding practices, and troubleshooting procedures is required, including but not limited to system support, system maintenance and assisting with software implementation and upgrades.
  • Experience with gathering and documenting business requirements.
  • Familiarity with techniques which help in modelling and understanding business and its operations.
  • Experience with gathering and documenting technical requirements to address bug fixes and develop enhancements or new functionality.
  • Knowledge of change management and IT Service Management is highly desirable.

Planning – Acts to align own unit's goals with the strategic direction of the organization; Defines tasks and milestones to achieve objectives, while ensuring the optimal use of resources to meet those objectives. 

Problem Solving – Approaches a situation or problem by defining the problem or issue; determines the significance of problem; collects information; uses logic and intuition to arrive at decisions or solutions to problems that achieve the desired outcome.

Analytical Thinking – Approaching a problem or situation by using a logical, systematic, sequential approach.

Teamwork and Interpersonal Skills – Develops effective relationships with co-workers  and supervisors by helping others accomplish tasks and using collaboration and conflict resolution skills.

Communication Skills – Effectively conveys information and expresses thoughts and facts clearly, orally and in writing; demonstrates effective use of listening skills; displays openness to other people’s ideas and thoughts.

Selection Process

The selection process will consist of an evaluation of the applicant's training and experience based on the application and responses to the Job Specific Questions. Only the candidates whose backgrounds best match the position will be invited to proceed in the selection process. Additional phases of the selection process will consist of one or more interviews, one of which may include a practical/writing exercise.

You will be prompted to answer the following job-specific questions during the online application process.  Please note that there is a 4,000-character limit, including spaces, for each text response.  

  1. Please select the areas of technical competency where you have comprehensive enterprise level experience with designing, implementing, managing, and troubleshooting: (Check all that apply)
    • Microsoft .NET platform or scripting language such as PowerShell and Python
    • SQL Server and/or Oracle Databases
    • Hypertext Preprocessor (PHP) Programming
    • Google Cloud Platform
    • Google DialogFlow
    • Oracle Service Cloud
    • Oracle Integration Cloud
    • Oracle Intelligent Advisor
    • Identity Cloud Services
    • Oracle Visual Builder
    • None of the above
  2. From the technology you selected in the previous question, please describe an example that illustrates your hands-on experience with two or more of the technologies.

You must answer all job-specific questions in order to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. In addition, please attach your resume as part of the application process. If you have questions about the duties of these positions, the selection or hiring processes, please contact IT Human Resources at    


Minimum Qualifications:

Education and Experience 

A Bachelor’s Degree from an accredited college or university in a relevant field, AND four (4) years of progressively responsible professional/journey level experience, of which at least two (2) years of experience include lead technical work in development, implementation and maintenance of electronic business systems/solutions, or application development and/or support.   

Acceptable Substitution 

  • Additional years of increasingly responsible directly related work experience may be substituted for education on a year-for-year basis up to two (2) years.   
  • Completion of a Master's Degree in a relevant field from an accredited college or university may be substituted for one (1) year of the required two (2) years of experience which include lead technical work in development, implementation and maintenance of electronic business systems/solutions or application development and/or support.   

Additional Information 

The actual salary shall be determined by the final candidate’s qualifications and experience. In addition to the starting salary, employees in the Enterprise Supervising Technology Analyst (ESTA) classification shall also receive an approximate five percent (5%) ongoing non-pensionable compensation pay.


Department Website

California Equal Pay Act

ESTA bargaining unit is CAMP.

Please note that applications are currently not accepted through CalOpps or any other third party job board application system. To apply, please complete an application via the City of San Jose’s website at

This position will remain open until filled and applications are reviewed continuously. We encourage applicants to apply as soon as possible as this recruitment may close at any time. The first review of applications will be Thursday, June 24, 2021. Please submit your application by 11:59 p.m. (PST) on Wednesday, June 23, 2021 if you would like your application to be included in the first review. If your online application was successfully submitted, you will receive an automatic confirmation email to the email address you provided. IF YOU DO NOT RECEIVE THE CONFIRMATION, please email and we will research the status of your application. Please contact Human Resources at (408) 535-1285, or if you have any questions.



200 E Santa Clara St

San Jose, CA 95101