System Administrator

About the role:

• Improve residents' access and experience with city and participating partner benefit programs


• Identify and deliver business process improvement related to city benefits programs to enable cross-program enrollment, testing communication materials, and more


• Maintain applications and operation of tool as benefit policies, partners, and software change


• Oversee ongoing evaluation, refinement, and iteration of the tool


• Continue to seek resident and community-based feedback and incorporate feedback into future iterations and designs

Specific Duties & Responsibilities

• Drive the product development of the CiviForm, a universal application tool to ease the process for residents applying to city programs and resources


• Coordinate with colleagues across departments and disciplines to ensure alignment and integration of benefit policy and its impact into strategic and operational plans


• Establish clear business processes for onboarding new programs to CiviForm


• Maintain and update web content of programs on CiviForm working with the I&T team to integrate on city standard platforms


• Simplify and harmonize application requirements


• Design and coordinate universal application questions and eligibility materials (including application redesign)


• Promote interoperability of tool and data across partners bringing benefits to resident


• Engage external experts, residents, employees, and other stakeholders in the course of project delivery


• Work with the City departments to understand the need of residents and advocate for the end user by designing intuitive interactions and easy-to-use experiences


• Use human-centered design principles to design a digital service that meets residents where they are, in their primary language


• Conduct user experience testing across city residents and community-based organizations, translate the testing results into actionable workplan items for prototyping and application enhancements


• Support residents and community partners in platform access issues including troubleshooting authentication


• Measure and report on the effectiveness of the CiviForm in connecting under-resourced communities with city programs


• Ensure effective outcome and indicator measuring tools are used for performance monitoring and communicating progress on the ideas the team generates to multiple stakeholders


• Report on disaggregated race, ethnicity demographics to understand gaps in the service


• Ensure project is available via open source documentation for other governments and organizations to leverage


• Build momentum for CiviForm via customized communications to key stakeholders


• Use process automation to simplify application processing within departments


• Build pipeline of interested community-based organizations and partner programs

Special Knowledge, Skills, & Abilities

• Work productively with partners external and internal to the organization


• Driven to develop creative, ambitious services to civic challenges


• Strong interpersonal and communication skills with a proven ability to manage diverse relationships and influence and build consensus across a broad range of backgrounds, organizational levels and personalities


• Experience in managing projects and tasks including segmenting work in an iterative manner to meet deliverable deadlines and deliver results


• Ability to understand and document project requirements and dependencies


• Ability to translate data and results into program and policy recommendations


• Ability to zoom in and out of a project to shift from focusing on small details to the larger system and the relationships between them


• Demonstrated ability to work with and support cross-functional project teams


• Comfort with ambiguity and ability to provide leadership on projects that might not have predefined solution and/or scope; resourceful and adaptable to changing circumstances and environments


• A passion for public service and commitment to doing the work that is necessary to improve our city services.

Qualifications

• Three plus years of professional experience using service design methods


• Experience working with community members, residents, or under resourced populations


• Able to translate problems into testable prototypes


• Ability to translate data and results into program and policy recommendations


• A bias towards action and making things real


• Experience facilitating workshops and other meetings across the stakeholder spectrum

Preferred qualifications

• Experience in AWS

System Administrator (Civiform)