General Information
| Job Description | ORGANIZATIONAL CNSLT 3 | Working Title | Customer Success Analyst |
|---|---|---|---|
| Job Code | 007394 | Grade | 22 |
| Department Name | Portfolio Demand & ITSM - D02065 | Department Head | Matthew Gunkel |
| Supervisor | Rebecca Hutchins | Effective Date | 05/22/2023 |
Position(s) Directly Supervised
| Job Code | Title | FTE |
|---|
Generic Scope
| Experienced professional who knows how to apply theory and put it into practice with in-depth understanding of the professional field; independently performs the full range of responsibilities within the function; possesses broad job knowledge; analyzes problems/issues of diverse scope and determines solutions. |
Custom Scope
| Independently uses skills as an experienced organizational development and effectiveness professional with a full understanding of organizational consulting practices within medium to large, complex departments, divisions, schools and colleges to resolve a wide variety of organizational consulting issues and situations. Is proficient in identification and resolution of moderate to complex organizational issues. Works on strategic organizational consulting issues that are diverse in scope, where analysis of situations requires evaluation of various factors. Normally receives little instruction on planning, researching, and resolving organizational effectiveness issues, with general instructions and guidance provided on new assignments and/or more unique situations including strategic planning. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. |
Department Custom Scope
| The Customer Success Analyst will work closely with Service Now stakeholders to understand and document their business processes, suggest improvements that can help optimize and create efficiencies for the users as well as create dashboards and reports in Service Now to meet customer?s needs. For projects within the Service Management portfolio, the analyst will document requirements, assist in coordinating technical resources and participate in key project activities so project meets key deadlines and ensures stakeholders are kept informed. Overall, as ITS continues to look for ways to improve the Service Now platform, the Analyst will act as a liaison between the Service management team and stakeholders to understand and recommend configuration changes, and/or user training to improve the user experience within Service Now here at UCR. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and/or equivalent experience/training. | Required |
Experience Requirements
| Experience | Requirement |
|---|---|
| 2 - 3 years of experience using Service Now | Preferred |
| 4 - 7 years of related experience. | Required |
| Experience developing business process for complex systems in a large organization | Preferred |
| Experience in coordinating with developers, reviewing their work and providing guidance as and when necessary | Preferred |
License Requirements
Certification Requirements
| Certification | Requirement |
|---|---|
| Lean Six Sigma Certification | Preferred |
Educational Condition Requirements
| Condition | Requirement |
|---|
Key Responsibilities
| Description | % Time |
|---|---|
| Independently selects methods and techniques for obtaining appropriate resolution. | 20 |
| Assesses medium to complex situations or problems, identifies desired improvements, works with clients to address identified issues and implement improvements in alignment with organizational strategy. | 20 |
| Applies organizational development concepts to perform complex analysis to understand past performance and determine present and future performance and/or resource allocations. | 15 |
| Works closely with ITS teams and campus partners to understand business requirements and then partners closely with development team for creation of business requirements and functional design. Manages and communicates service management processes and business requirements to the delivery team to ensure that the proposed solutions meet the required business outcomes and the customer expectations. | 10 |
| Works with Development/QA team to design, build, and test the applications on ServiceNow platform and integrated solutions based on business requirements and needs. Monitors integration points between systems and support integration errors and work with internal IT to resolve issues. | 10 |
| Applies technical expertise and business analysis concepts to identify, evaluate and define complex systems scope and objectives with an understanding of applicable business practices, processes, systems and industry standards to meet customer needs. Participates in analytical project management activities, including the development and maintenance of timelines with tasks and project milestones. | 10 |
| Leads engagements as the Subject Matter Expert (SME) on IT service management best practices. Leads business process definition, re-engineering, improvement and future processes with key customer sponsors and stakeholders. | 10 |
| Addresses questions, concerns and consulting engagements for large or more complex units. | 5 |
Knowledge, Skills & Abilities
| Knowledge/Skill/Ability | Requirement |
|---|---|
| Ability to coach, facilitate, and influence people. | Required |
| Skilled in facilitation, consulting and relationship building. | Required |
| Ability to focus on priorities, strategies, and vision. | Required |
| Demonstrates analytical, problem-solving, project planning and implementation skills. | Required |
| Demonstrates ability to learn quickly, reason, synthesize and generalize based on information obtained. | Required |
| Has thorough knowledge of the organizational development and effectiveness field, theories, models to assess, design and implement customized organizational interventions. | Required |
| Possesses effective verbal and written communication skills. | Required |
| Broad knowledge relating to software design | Preferred |
| In-depth understanding and skill in process and systems requirement documentation standards, such as use case modeling, user story creations and narrative description | Preferred |
| Thorough knowledge of ITIL framework and IT Service Management | Preferred |
| Demonstrated lead experience in systems integration | Preferred |
Special Requirements & Conditions
| Special Condition | Requirement |
|---|---|
| Occasional travel for university related business meetings, conferences and/or professional development. | Required |
| Travel Outside of Normal Business Hours | Required |
| Background Check | Required |
Other Special Requirements & Conditions
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Level of Supervision Received
| General Supervision |
Environment
Working Environment
| Remote (working from home) with occasional visits to campus as necessary |
Other Requirements
Items Used
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Physical Requirements
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Mental Requirements
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Environmental Requirements
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Critical Position
| Is Critical Position: Yes |