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Salary: $5,571.00 - $7,109.00
Posted: 05/06/2013

Job Description:
**IMPORTANT NOTICE** As required by the department's rules of conduct, all employees of the Franchise Tax Board (FTB) must be in compliance with the California revenue and taxation code. During the background investigation portion of the hiring process, FTB will review return information to verify California state income tax compliance. Any failure to comply with the California revenue and taxation code may prevent you from being hired at FTB. You must verify your filing status by calling 1-800-852-5711 to resolve any potential tax compliance issues, prior to submitting your application and seeking employment with FTB. All applicants not currently employed with the Franchise Tax Board will be subject to a pre-employment background investigation. The investigation will consist of completion of a pre-employment questionnaire, fingerprinting, and an inquiry to the Department of Justice to disclose criminal records. We comply with the Americans with Disabilities Act. Persons with hearing or speech impairments, call TTY/TDD (800) 735-2929.

Under the general direction the Manager of the IT Service Desk (ITSD) Unit, within the IT Service Desk Section of the Operations Management Bureau, which provides call center services and remote and on-site technical computer support services, the incumbent will lead the reengineering effort of the IT Service Desk including reengineering current processes and procedures, formulation of a single enterprise consolidated IT service desk, expansion of service desk responsibilities to include first level support for EDR and continuous improvement of all IT Services provided by the IT Service Desk. In this role, the incumbent is directly responsible for improving the customer service level of the IT Service with particular emphasis on increasing first contact resolution (FCR) of incidents. In addition, in a consultant role the incumbent provides direction and guidance concerning the most complex analytical and technical issues including the most complex hardware and software related incidents. The incumbent will represent the IT Service Desk on departmental projects and teams as needed and will work with enterprise ITIL process owners to reengineer the ITSD processes and second- and third-level technical support staff and to resolve the most complex incidents. The incumbent is expected to have a strong understanding of the Configuration Management System (CMS) with emphasis on the CA Service Desk and Knowledge Base applications. Additionally, the incumbent must apply Business Process Reengineering (BPR), Information Technology Infrastructure Library (ITIL) and Project Management (PM) methodologies to achieve program improvements and effectively share this expertise with the IT Service Desk team. The incumbent must apply analytical tools and methodologies to plan and implement process improvements. The incumbent stays abreast of significant IT trends including IT Service Management (ITSM). All duties are performed within the framework of the Department’s mission and values, in accordance with the Department’s Policies and General Procedures and following IT Asset Management Policies


  • Experience reengineering existing and implementing new processes
  • Experience leading a team of technical/analytical staff to successful outcomes
  • Excellent collaboration and customer service skills with the ability to address multiple tasks and priorities
  • Demonstrated project management skills
  • Demonstrated knowledge of FTB business areas and IT needs
  • Demonstrated knowledge of IT Asset Management policy, standards and process
  • Knowledge of ITIL Framework/ITIL certification / Knowledge of ITSM and BPR
  • Demonstrated ability to garner support and lead change

Current state employees with status in the above classification or lateral transfers from an equivalent class, former state employees who can reinstate into this class or persons who are reachable on a current employment list for this classification. A training and development assignment (T & D) may also be considered. All appointments are subject to SROA/Surplus hiring provisions. Surplus candidates must submit an application packet as outlined in this bulletin with a copy of their surplus status letter in order to be considered.

Interested applicants must submit ALL of the following documents:

In order to be considered for this position, interested candidates must submit a supplemental application. Your response must be no more than two type-written pages in length, using 12-point Arial font, 1-inch standard margins and include your first and last name in the upper right-hand corner of each page. Respond to the following supplemental question:

  • Tell us about a project or situation where you felt that the existing processes were no longer suitable.
    • How did you determine this?
    • How did you derive and guide a new approach?
    • What challenges did you face and how did you address them?
  • Please include the following:
      Employer(s) name
    • Your position/title(s)
    • How long you held the position(s)
    • A supervisor’s name who can verify the information

*A completed application includes the position title, position number and contact person’s name in the job title line, your basis of eligibility in the EXPLANATIONS box of the std 678 (example: List, Lateral, Reinstatement, etc.), and must be signed. Candidates who do not submit all of the required documents (incomplete application packages) will be eliminated from the selection process. All submitted information will be screened and the most qualified candidates will be invited to an interview. FTB EMPLOYEES MUST HAND DELIVER OR ROUTE TO: Stan Dettner at M/S F-251. Candidates not currently employed by the Franchise Tax Board must send their application package to the address shown below. Multiple positions may exist for this vacancy.

Additional Information:

Working Title Position Number
Lead, Reengineering & Process Improvement Consultant 564 - 799 - 1337 - 001
Location County
Timebase Tenure
Full Time Permanent   month(s)
Final Filing Date: Department Link:
Contact Unit/Address Contact Name/Phone
Exam Unit
P.O. Box 550
Sacramento, CA 95812-0550
Stan Dettner
(916) 845-3472

Special Requirements:
Background Check Required

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The State of California is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation.