Workplace Service Delivery (WSD) Lead (Analyst II)

Job Description and Duties THIS POSITION MAY BE ELIGIBLE FOR A HYBRID WORK SCHEDULE. THE AMOUNT OF TELEWORK IS AT THE DISCRETION OF THE DEPARTMENT AND IS SUBJECT TO CHANGE AS BUSINESS NEEDS ARISE. Under the direction of the Supervisor I, the incumbent serves as the Workplace Service Delivery (WSD) liaison as the Reservation Manager to the Business Operations and Support Division and as the Facility Manager to the New Labor Agency Building (NLAB) tenants. The incumbent performs a variety of analytical assignments such as reviewing requests which may vary in complexity based on system configurations and tenant needs, works closely with the Information Technology and Faciltites teams to report and resolve system issues, makes decisions on reservation requests, and reports any procedural discrepancies to management and makes recommendations, as necessary. Gathers and analyzes facts, trends, and operational data to identify potential problems, assesses underlying causes, evaluates alternatives, and recommends effective resolutions. Develops evidence-based policy recommendations designed to streamline processes, improves efficiency, and supports consistent operations. The incumbent maintains comprehensive and accurate information regarding the spaces overseen; conducts research; troubleshoots system-related issues; runs and interprets reports; evaluates statistical data; and prepares and delivers verbal and written presentations. The incumbent recommends process improvements and develops, updates, and implements policies, procedures, and training materials to address operational needs and support informed decision-making. This position exists at 1416 9th Street, Sacramento, CA, 95814. This position is headquartered at the New Labor Agency Building (NLAB), a newly remodeled high-rise building. Located in the heart of Downtown Sacramento and in close proximity of the State Capitol and the Golden1 Center, this beautiful and modern building provides the following amenities: Break areas, wellness/lactation rooms, coffee points, a fitness center with private showers, a Career Center for EDD Employees, a micro market, building-wide WiFi, an outdoor terrace, bike storage, nearby public transit options, and much more. Apply today for the opportunity to work in this state-of-the-art building! Effective July 1, 2025, specific Bargaining Units and associated Excluded State employees are subject to a salary reduction between 2% - 4.62% in exchange for hours in the Personal Leave Program 2025 (PLP 2025) per month. For more details, please click here to visit the California Department of Human Resources (CalHR) website. You will find additional information about the job in the Duty Statement. Special Requirements It is strongly encouraged to apply through your CalCareer Account at www.calcareers.ca.gov. Please only submit ONE application. Electronic applications submitted through your CalCareer Account are highly recommended and will be received/processed faster than other methods of filing. If you are unable to apply electronically through your CalCareer account, please mail a completed and signed State Examination/Employment Application STD Form 678 and application package to the mailing address provided in the “Application Instructions’ section below and ensure the following: • Clearly indicate the Job Code #, Position Number and the Classification Title of this position in the “Examination or Job Title(s) For Which You Are Applying” section located on Page 3 of your State Examination/Employment STD Form 678. • Clearly indicate the basis of your eligibility (list, transfer, reinstatement, etc.) in the “Explanations” section located on Page 3 of your State Examination/Employment Application STD Form 678. • Remove and do not submit the “Equal Employment Opportunity” questionnaire (Page 10) with your completed State Examination/Employment Application STD Form 678. This page is for examination use only. • Do not include your full Social Security Number on your documents and/or do not provide any LEAP information. Examination/Assessment If selected for hire, you must obtain list eligibility by taking and passing the examination. If you already have list eligibility for this classification, you do not need to retake the examination unless your list eligibility has expired. Click the examination link below for more information and to take the exam: Analyst II Analyst I For more information about the State hiring process, click here. To watch tutorials on how to apply for a State job, click here. Desirable Qualifications In addition to evaluating each candidate's relative ability, as demonstrated by quality and breadth of experience, the following factors will provide the basis for competitively evaluating each candidate: • Ability to plan, organize, and adapt to changing assignments and priorities, and to work effectively under pressure to meet deadlines. • Excellent professional verbal and written communication skills. • Experienced in efficient, accurate, and organized record keeping. • Ability to use tact and good judgement while communicating and working with customers, co-workers, management, and other government agency representatives. • Experience in analyzing and interpreting laws, rules, and regulations. • Ability to apply critical thinking and analytical skills to draw logical conclusions and to propose creative solutions to typical issues. • Experience in identifying issues, developing solutions, and making recommendations. • Proficiency with Microsoft Word and Excel. • Excellent customer service and communication skills. • Experience interpreting analyzing detailed reports. Statement of Qualifications Requirements A Statement of Qualifications (SOQ) is Required. The SOQ serves as documentation of each candidate’s ability to present information clearly and concisely in writing. The SOQ is not a resume or cover letter. Resumes and/or Cover Letters DO NOT take the place of the SOQ. Applications received without an SOQ or an SOQ submitted without following instructions may not receive further consideration and may be excluded from the hiring process. Please provide a Statement of Qualifications (SOQ) for the hiring manager's review. Applications received without a SOQ or those that do not respond to the specific questions below will not be considered. Please do not use Artificial Intelligence for your SOQ. Within the response, include specific information and examples as to how your experience, education, and training qualify you for the position based on the desirable qualifications outlined in this job announcement. Please number your responses in the same order as listed below and provide specific examples. The SOQ should have the job control (JC) number listed and be in 11-point Arial font, single-spaced, and no longer than two pages in length. 1. Describe your experience managing various projects, providing customer service, collaborating with IT staff to resolve issues or implement improvements, and preparing reports to support operational and management decisions. 2. Describe a situation in which you had to address a difficult customer concern or resolve a service-related issue. What steps did you take, and what was the result?