Link to Dept Website

Salary: $3,106.00 - $5,050.00
Posted: 02/18/2014

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 of the Manager of the Knowledge Management Unit (KMU), within the IT Service Desk Section of the Operations Management Bureau, the incumbent is a member of the Knowledge Management Team, which oversees the Information Technology (IT) Knowledge Management Process, the IT Request Fulfillment Process, and the IT Service Catalogue, all three being ITIL (Information Technology Infrastructure Library) processes. The KMU supports the ITSD (IT Service Desk) though management of the ITSD knowledgebase. The KMU works closely with the CMU (Configuration Management Unit) which manages the software interface which the KMU primarily uses to create and publish IT knowledge. Additionally the KMU is charged with administering the Learning Management System (LMS) as well as implementing approved training programs that have a departmental impact, and training FTB staff.

As a KMU Team member you may be tasked to participate in, and/or support any or all of the above processes. You may be assigned to finding, organizing, publishing, and training about IT knowledge. This includes working with customers and IT partners for the creation and maintenance of procedures and processes. You will be involved in the continuous improvement of current processes and procedures, create new and retire old processes, and collect and report meaningful metrics.


  • Excellent customer service and interpersonal skills
  • Ability to use MS Office tools to complete work assignments
  • Strong analytical and multi-tasking skills
  • Ability to communicate effectively both verbally and in writing
  • Ability to effectively adapt to changing priorities to meet critical deadlines
  • Strong organizational skills, self-motivated, enthusiastic and responsible
  • Website content management skills, including HTML programming
  • Demonstrated pattern of excellent attendance

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:

*A completed application includes the position title, position number and contact person’s name in the job title line, 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: Dennis Burford at M/S F-250. 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.

RPA #1314-3218

Additional Information:

Working Title Position Number
IT Request Fulfillment Analyst 564 - 799 - 1479 - 001
Location County
IT Service Desk / Knowledge Mgmt SACRAMENTO
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
Dennis Burford
(916) 845-4808

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.