Position Details
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Customer Success Analyst
| Job Number | Full/Part Time | Schedule | Salary |
|---|---|---|---|
| 28561723 | Full Time | 8AM - 5PM | $71,100 - $114,300 |
Position Information
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.
This position is classified as remote with occasional visits to campus as necessary. Working hours will be based on PST. The maximum budgeted annual salary for this position is $110,000.
As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of "Up to Date" Vaccination or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is ten weeks after their first date of employment.
This position is classified as remote with occasional visits to campus as necessary. Working hours will be based on PST. The maximum budgeted annual salary for this position is $110,000.
As a condition of employment, you will be required to comply with the University of California SARS-CoV-2 (COVID-19) Vaccination Program Policy. All Covered Individuals under the policy must provide proof of "Up to Date" Vaccination or, if applicable, submit a request for Exception (based on Medical Exemption, Disability, and/or Religious Objection) or Deferral (based on pregnancy) no later than the applicable deadline. For new University of California employees, the applicable deadline is ten weeks after their first date of employment.
Education
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and/or equivalent experience/training. | Required |
Certifications
| Certification | Requirement |
|---|---|
| Lean Six Sigma Certification | Preferred |
Experience
| 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 |
Special 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 |
Minimum Requirements
Ability to coach, facilitate, and influence people.
Skilled in facilitation, consulting and relationship building.
Ability to focus on priorities, strategies, and vision.
Demonstrates analytical, problem-solving, project planning and implementation skills.
Demonstrates ability to learn quickly, reason, synthesize and generalize based on information obtained.
Has thorough knowledge of the organizational development and effectiveness field, theories, models to assess, design and implement customized organizational interventions.
Possesses effective verbal and written communication skills.
Skilled in facilitation, consulting and relationship building.
Ability to focus on priorities, strategies, and vision.
Demonstrates analytical, problem-solving, project planning and implementation skills.
Demonstrates ability to learn quickly, reason, synthesize and generalize based on information obtained.
Has thorough knowledge of the organizational development and effectiveness field, theories, models to assess, design and implement customized organizational interventions.
Possesses effective verbal and written communication skills.
Preferred Qualifications
Broad knowledge relating to software design
In-depth understanding and skill in process and systems requirement documentation standards, such as use case modeling, user story creations and narrative description
Thorough knowledge of ITIL framework and IT Service Management
Demonstrated lead experience in systems integration
In-depth understanding and skill in process and systems requirement documentation standards, such as use case modeling, user story creations and narrative description
Thorough knowledge of ITIL framework and IT Service Management
Demonstrated lead experience in systems integration
Additional Information
In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.
UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.
The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
For information about our generous employee benefits package, visit: Employee Benefits Overview
UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.
- UC Riverside is proud to be ranked No. 12 among all U.S. universities, according to Money Magazine's 2020 rankings, and among the top 1 percent of universities worldwide, according to the 2019-20 Center for World University rankings.
- UC Riverside is the top university in the United States for social mobility. - U.S. News 2020
- UCR is a member of the University Innovation Alliance, the leading national coalition of public research universities committed to improving student success for low-income, first-generation, and students of color.
- Among top-tier universities, UC Riverside ranks No. 2 in financial aid. - Business Insider 2019
- Ranked No. 2 in the world for research, UCR's Department of Entomology maintains one of the largest collections of insect specimens the nation. - Center for World University Rankings
- UCR's distinguished faculty boasts 2 Nobel Laureates, and 13 members of the National Academies of Science and Medicine.
The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.
For information about our generous employee benefits package, visit: Employee Benefits Overview