General Information


Job Description BUS INTEL SPEC 2 Working Title Data & Process Analyst
Job Code 004960 Grade 21
Department Name Plant Services - D01207 Department Head
Supervisor Effective Date
Position(s) Directly Supervised
Job Code Title FTE

Generic Scope
Professional who applies acquired job skills, policies, and procedures to complete substantive assignments/projects/tasks of moderate scope and complexity; exercises judgment within defined guidelines and practices to determine appropriate action.

Custom Scope
Applies acquired skills and professional concepts to business analytics projects of small to medium size and intermediate scope and complexity.

Department Custom Scope
The Data & Process Analyst develops, maintains, and manages data analytics and process improvements to facilitate the delivery of a customer experience that is responsive, engaging and adaptable for all members of the campus community by Facilities Services (FS). Monitors the work order system to drive excellent customer service and propose streamlined work flow activities. Possess extensive knowledge about service offerings and processes such as work intake, reception, follow up, work routing and customer outreach/engagement; facilitates and collaborates to develop improvements and process standards throughout Facilities Services units. Analyzes, designs and proposes Key Performance Indicators (KPIs); monitors, measures and creates reports/presentations on KPIs. Analyzes data and produces reports including operational performance metrics, trends and forecasts to be used for shared services strategic planning. Develops extensive insight across FS processes and consistently applies this end-to-end perspective in conjunction with meeting the service delivery objectives of Customer Relations.

Education & Experience Requirements

Education Requirements
Degree Requirement
Bachelor's degree in related area and/or equivalent experience/training. Required

Experience Requirements
Experience Requirement

License Requirements
License Requirement
Valid Driver License Preferred

Certification Requirements
Certification Requirement
Lean Six Sigma Preferred
Change Management Preferred

Educational Condition Requirements
Condition Requirement

Key Responsibilities

Description % Time
Develops, prepares and tests reports.
  • Develops, prepares and presents analytical results to department leadership and campus customers/leaders. Creates, develops and manages graphs, data, and visual documents; provides reports for reoccurring weekly, bi-weekly, and monthly updates. Facilitates and coordinates collection and dissemination of reports to other teams as necessary.
10
Performs comprehensive data analysis for business decision making.
  • Conducts assessments for customer relations team and operations according to established and developed procedures. Collects department activity data, presenting to leadership with comprehensive analysis through development of reports, dashboards, etc. Recommends improvement tools, processes and procedures to ensure responsive, engaging and adaptable delivery of customer experiences to the campus community.
25
Performs segments of quality assurance planning and testing.
  • Assists FS Leadership to create, monitor and measure KPIs; monitors adherence to and results of all organizational service level agreements; supports leadership with annual review and updates of all SLAs and KPIs. Supports constructive alignments with designated areas of the organization. Identifies potential quality risks and makes recommendations regarding preventive measures to address risks.
15
Participates in end user training ensuring user competence, data access, and optimal performance of BI tools and processes.
  • Collaborates with leadership to develop and improve training resources; assists with the creation and maintenance of quality assurance programs. With direction, develops training materials on the SLAs and KPIs for FS Staff and Leadership, and the campus community. Serves as a resource in the application of analytical and evaluative methods and principles.
10
Participates on cross-functional teams to address business intelligence processes and services.
  • Engages and supports customer service interactions; provides operational support to CR and FS departments, as necessary. Contributes to an outstanding service oriented environment by ensuring interactions are consistent with departmental expectations.
5
Conducts analysis and audits focused on customer relations standards and expectations within FS; creates, documents and manages process standards. Recommends measures, metrics, process/service improvements and opportunities. Creates feedback mechanisms to measure progress in work completion, variation in standard completion times, job aging and other metrics that will drive KPIs.
30
Develops and conducts customer satisfaction surveys; reviews and works to increase response rate of all customer satisfaction surveys. Focus on measuring and monitoring the customer experience through quantitative and qualitative data collection and analysis. Collaborates with the CR Marketing & Communication Specialist & FS Leadership to publish reports, data and processes.
5

Knowledge, Skills & Abilities

Knowledge/Skill/Ability Requirement
Working knowledge of business intelligence functions and analytics. Required
Working knowledge of relevant internal databases, BI applications and tools. Ability to produce reports and documentation. Required
Demonstrated analytical and problem-resolution skills. Required
Detail oriented, with demonstrated organizational skills. Required
Demonstrated written and verbal communication skills with the ability to convey complex information in a clear, concise manner. Required
Demonstrated interpersonal skills for effective collaboration with professional and technical staff. Required
Ability to train staff at a variety of technical skill levels. Preferred
Knowledge and experience with employing best practice principles and practices in metrics, knowledge management, process design, continuous improvement and quality assurance. Required
Project management skills with ability to plan, execute, identify complex problems and related information to develop and evaluate options. Ability to recommend solutions to monitor performance and ensure quality. Required
Ability to handle conflict management and influence and negotiate with stakeholders. Required
Solid organizational, project management and time management skills; ability to multi-task with attention to detail and meet demanding timeframes. Required
Ability to function as a resource by providing excellent customer service, researching customer relations discrepancies, and resolving escalated customer service problems and vendor, partners, and Facilities¿ Services staff concerns. Preferred
Proficiency in Microsoft Office Suite. Ability to compose, proofread, edit and/or approve grammatically correct and accurate correspondence, summaries, notifications, etc. Ability to utilize spreadsheet and database software to generate reports on a frequent basis, or ad hoc as needed. Ability to use query systems and tools to gather data and information to generate meaningful reports, analyses, and metrics. Required
Ability to use discretion and maintain all confidentiality. Ability to use sound judgement in responding to issues and concerns. Required
Ability to establish and maintain exceptional client relations and partnerships. Ability to work collaboratively with diverse populations, internal and external constituents and agencies. Required
Familiarity with Facilities Services nomenclature/work environment including maintenance, construction, custodial, landscape and/or building operations. Preferred
Skills to provide coaching and mentoring to support student staff. Preferred
Knowledge of web based work order systems. Preferred

Special Requirements & Conditions
Special Condition Requirement
Hired candidate must successfully pass a background check through the DOJ and FBI prior to appointment start date. Required
Ability to operate University vehicles for business and operational needs. Preferred
Ability to possess or obtain a Valid CA Driver License in accordance with California Department of Motor Vehicles. Preferred
Occasional travel for business related meetings, professional development, conferences and/or events. Required

Other Special Requirements & Conditions
  • Overtime
  • Travel

Level of Supervision Received
Supervision

Environment

Working Environment
Campus

Other Requirements

Items Used
  • Standard Office Equipment
  • University Vehicles

Physical Requirements
  • Bend : NA
  • Sit : Constantly
  • Squat : NA
  • Stand : Occasionally
  • Crawl : NA
  • Walk : Occasionally
  • Climb : NA

Mental Requirements
  • Read/Comprehend : Constantly
  • Write : Occasionally
  • Perform Calculations : Constantly
  • Communicate Orally : Frequently
  • Reason & Analyze : Constantly

Environmental Requirements
  • Is exposed to excessive noise : No
  • Is around moving machinery : No
  • Is exposed to marked changes in temperature and/or humidity : No
  • Drives motorized equipment : No
  • Works in confined quarters : No
  • Dust : No
  • Fumes : No

Critical Position

Is Critical Position: No

More Information

General Campus Information

University of California, Riverside
900 University Ave.
Riverside, CA 92521
Tel: (951) 827-1012

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Department Information

Human Resources
1160 University Ave.
Riverside, CA 92521

Fax: (951) 827-6493
E-mail: jobshelp@ucr.edu

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