General Information
Job Description | BUS INTEL SPEC 2 | Working Title | Data & Process Analyst |
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Job Code | 004960 | Grade | 21 |
Department Name | Plant Services - D01207 | Department Head | |
Supervisor | Effective Date |
Position(s) Directly Supervised
Job Code | Title | FTE |
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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 |
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Bachelor's degree in related area and/or equivalent experience/training. | Required |
Experience Requirements
Experience | Requirement |
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License Requirements
License | Requirement |
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Valid Driver License | Preferred |
Certification Requirements
Certification | Requirement |
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Lean Six Sigma | Preferred |
Change Management | Preferred |
Educational Condition Requirements
Condition | Requirement |
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Key Responsibilities
Description | % Time |
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Develops, prepares and tests reports.
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10 |
Performs comprehensive data analysis for business decision making.
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25 |
Performs segments of quality assurance planning and testing.
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15 |
Participates in end user training ensuring user competence, data access, and optimal performance of BI tools and processes.
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10 |
Participates on cross-functional teams to address business intelligence processes and services.
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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 |
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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 |
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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
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Level of Supervision Received
Supervision |
Environment
Working Environment
Campus |
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: No |