Senior User Research Analyst - Port of San Francisco

Senior User Research Analyst - Port of San Francisco (9976)

Full-time | Job Code and

Title:

9976-Technology Expert I | Fill Type:
Temporary Exempt | Compensation: USD 171,158 - USD 215,306 yearly

Appointment Type:
Temporary Exempt (TEX). This position is excluded by the Charter from the competitive Civil Service examination process and is considered "at will".

The Port of San Francisco is replacing legacy enterprise business applications with a modern unified platform built on Salesforce. As a user researcher, the Senior User Research Analyst will conduct research with staff and stakeholders of the Port and synthesize that research into actionable insights for the product team.

• Plan, organize, perform, deliver, direct, and control highly complex technology-related work products requiring industry or product expertise in broad areas of information technology.
• Ensure the Port’s modern platform meets the business needs of the Port and does not simply replicate existing workflows.
• Develop and conduct workshops, brainstorming sessions, and other interactive activities with end-users, including employees, partners, and tenants, to identify user needs and apply them to business capabilities.
• Evaluate the impact of incremental improvements in the Port’s platform and suggest course corrections and incremental improvements to maximize effectiveness.
• Responsible for developing and maintaining system requirements for all Port Modernization projects.
• Collaborate closely with product, technology, and business stakeholders to ensure user research findings inform requirements, prioritization, and product decisions throughout the Port Modernization program.
• Directly contribute, as the voice of the end-users, in project and work prioritization discussions with the technology project management and leadership team, ensuring that user needs are always considered up-front.
• Lead the development and delivery of technology-oriented organizational change management, including establishing relationships with and elevating change champions across the organization, developing training materials, and leading user adoption.

• Possession of an associate degree in Business, Information Technology, Product Design, Industrial Design, Multi-Media Arts, or a closely related field from an accredited college or university OR its equivalent in terms of total course credits/units (at least sixty (60) semester or ninety (90) quarter credits/units with a minimum of twenty (20) semester or thirty (30) quarter credits/units in computer science or a closely related field).
• Two (2) years of recent and verifiable experience working as a product manager, product designer, implementation manager, technology trainer, UX designer, service designer, user researcher, or another closely related field.

• Highly independent thought leader capable of identifying user experience needs and providing an evidence-based defense of those needs to leadership in prioritization discussions.
• Experience with both qualitative and quantitative research methods.
• Strong ability to define research questions and choose the right methodology.
• Extensive experience conducting usability testing (remote and in-person).
• Proficiency with research tools (e.g., User Testing, Optimal Workshop, surveys).
• Strong storytelling and communication skills—can translate insights into product direction.
• Experience synthesizing data (affinity mapping, journey mapping, personas).
• History of working autonomously and managing multiple research projects.
• Experience with rapid or iterative research in fast-paced environments.
• Proven experience designing end-to-end services across digital and offline channels, ideally in a government or regulated environment.
• Ability to map complex service ecosystems, including people, processes, policies, technology, and channels.

Applicants must meet the minimum qualification requirements by the final filing date unless otherwise noted. Any misrepresentation of this information may disqualify you from this recruitment or future job opportunities.

All applications are kept confidential in accordance with EEO guidelines. The City and County of San Francisco encourages women, minorities, and persons with disabilities to apply. Applicants will be considered regardless of sex, race, age, religion, color, national origin, ancestry, physical disability, mental disability, medical condition, HIV/AIDS status, genetic information, marital status, sexual orientation, gender, gender identity, gender expression, military and veteran status, or other protected category under the law.