Principal Office Specialist- Information Technology Department

Our diverse and inclusive workforce of more than 7,000 employees play a key role in the success of San José, the heart of the Silicon Valley. All City of San José employees work together as one team to make San José a vibrant, innovative, and desirable place to live and work. Visit here to learn more about our One Team Leadership Values and Expectations, including quality and excellent customer service and here to learn more about San José.

The City of San José is an equal opportunity employer. Applicants for all job openings will be considered without regard to age, race, color, religion, sex, national origin, sexual orientation, disability, veteran status or any other consideration made unlawful under any federal, state or local laws. The City of San José is committed to offering reasonable accommodations to job applicants with disabilities. If you need assistance or an accommodation due to a disability, please contact us at 408-535-1285, 711 (TTY) , or via email at CityCareers@sanjoseca.gov .

About the Department

The City of San José innovates to provide exceptional civic services using advanced technologies to help our community thrive.

As one of the largest cities in the nation, the City manages a large set of services and assets. The City operates on a budget of $5 billion, with approximately 7,000 employees serving about 1 million residents and 80,000 businesses in the heart of Silicon Valley.

The Information Technology Department’s (ITD) mission is to enrich the quality of life in San José through innovation, collaboration, and engagement. ITD enables that mission through business and infrastructure systems, cybersecurity, data management and analysis, responsible use of Artificial Intelligence (AI), productivity and collaboration tools, the San José 311 resident experience platform, data equity and privacy programs, and strategic planning. San José is powered by truly great people, a robust technology environment, and a strong sense of purpose.

The IT department is a leader in innovation, embracing cutting-edge technologies and pioneering solutions to enhance efficiency and quality of life in San José. As part of this effort, the City leads a national initiative for AI through the GovAI Coalition, which was established to give local governments a voice in shaping the future of AI, ensuring it is developed responsibly for the public good.

Promoting the City’s commitment to equity and inclusion, we believe that all members of the community, regardless of background, have access to the tools and resources needed to thrive in the digital age. San José is located in the heart of Silicon Valley, which boasts a rich history in technology, education, and agriculture. Over half of San José residents speak a language other than English at home, highlighting the importance of language accessibility in all City services. By fostering inclusivity, promoting digital literacy, and building accessible platforms, we are advancing technology while creating a more equitable future for everyone.

At the City of San José, we promote work-life integration and a focus on growth to bring out the best in our people. Come join us in making San José the most vibrant, equitable , sustainable, and innovative city in the nation! Visit the Information Technology Department’s website to learn about our culture, vision, leadership, and innovative initiatives.

Position Duties

The City of San José is creating the civic technology foundation that helps our community thrive every day. Do you have the skills and sense of service it takes If so, this is an exciting opportunity in the Information Technology Department. The Principal Office Specialist position is a full-time benefited position, which reports directly to the Program Manager of the City Customer Contact Center (CCCC) and is a primary contributing member of the team. The Principal Office Specialist performs and supports a variety of CCCC activities, as well as general personnel administration throughout the CCCC.

Responsibilities include, but are not limited to:

• Supervision of CCCC staff and identifying improvement opportunities.
  

• Prepare and edit various documents, emails, and service requests.
  

• Collect and maintain department performance measure data to ensure accurate reporting .
  

• Provide training to CCCC staff, departmental staff and elected offices on protocols and practices related to customer service, call handling and entry of data into the City’s customer relationship management system.
  

• Act as a Liaison for other departments.
  

• Act s as an escalation point of contact and backup for manager and staff.
  

Please note that the Principal Office Specialist position is currently on a hybrid telework schedule ( 32 hours on site, 8 hours remote) - working remotely and onsite is subject to change.

Salary Information: The actual salary shall be determined by the final candidate’s qualifications and experience. In addition to the starting salary, employees in the Principal Office Specialist classification shall also receive an approximate five percent (5%) ongoing non-pensionable compensation pay.

• Annual s alary range (including the 5% NPWI): $74,627.28- $90,679.68
  

The Principal Office Specialist classification is represented by the Municipal Employees' Federation (MEF) .

Minimum Qualifications

Education and Experience :

Completion of high school or equivalent (General Education Development [GED] Test or California Proficiency Certificate) AND three (3) years of experience in varied office clerical work.

Acceptable Substitution :

A bachelor’s degree from an accredited college or university may be substituted for the required experience.

Other Qualifications

Physical Elements :

In an office environment, possess ability to:

• Operate, access, enter, and retrieve data using standard office equipment, including but not limited to a computer or tablet .
  

• Read printed materials and a computer screen .
  

• Communicate in person and over the telephone .
  

• Lift, carry, push, and pull materials and objects up to 25 pounds, or heavier weights, in all cases with the use of proper equipment .
  

• Move between/within work areas, including but not limited to sitting, walking, and standing on various surfaces, turning, bending, grasping, and making repetitive hand movements .
  

• Be exposed to moderate noise levels and controlled temperature conditions .
  

• Maintain professional demeanor during interactions with staff, customers, and the public .
  

Competencies:

The ideal candidate 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. Knowledge and/or experience with applications specific to call center operations ( i.e. Automatic Call Distribution, billing applications).

Customer Service - Demonstrates the ability to anticipate customers' needs and deliver services effectively and efficiently using professional demeanor.

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

Reliability - Completes quality work assignments in a timely and efficient manner; fulfills responsibilities and maintains confidentiality as appropriate .

Supervision - Es tablishes realistic priorities within available resources; provides motivational support; empowers others; assigns decision-making and work functions to others in an appropriate manner to maximize organizational and individual effectiveness.

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 all the job specific questions. You must answer all questions to be considered, or your application may be deemed incomplete and withheld from further consideration. Applicants are expected to write their own essays/responses. Please be advised that use of AI content in your responses may result in your removal from the hiring process. Only those 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.

The application deadline is 11:59 PM on Thursday, October 2, 2025 . Please allow adequate time to complete the application and submit before the deadline or the system may not save your application.

If you have questions about the duties of these positions, the selection or hiring processes, please contact Eduardo Gonzalez at Eduardo1.Gonzalez@sanjose ca.gov .

Additional Information:

Employment Eligibility: Federal law requires all employees to provide verification of their eligibility to work in this country. Please be informed that the City of San Jose will NOT sponsor, represent or sign any documents related to visa applications/transfers for H1-B or any other type of visa which requires an employer application.

You must answer all job-specific questions to be considered for this vacancy or your application will be deemed incomplete and withheld from further consideration. Applicants are expected to write their own essays/responses. Please be advised that use of AI content in your responses may result in your removal from the hiring process.

Please note that applications are currently not accepted through CalOpps or any other third party job board application system.

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.

Please allow adequate time to complete the application and submit before the deadline or the system may not save your application. 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 CityCareers@sanjoseca.gov and we will research the status of your application.

The City of San Jose offers a wide range of core health benefits including Medical, Dental, Vision, Employee Assistance Program, Life Insurance, Disability, and Savings Plans. Please visit the City's benefits pagefor detailed information on coverage, cost, and dependent coverage.

For information on the City’s Retirement Plan(pension for full-time employees), please visit the Office of Retirement Services website. You will be able to view information based on different Sworn/Federated job classification.

In additional to the benefits above, there is an additional perks siteto explore further benefits of working for the City of San Jose like paid leave, educational reimbursements, and holiday pay are specific to the job classification and union membership.

Closing Date/Time: 10/2/2025 11:59 PM Pacific

• 

• City of San Jose

• 408-535-1285

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