General Information
| Job Description | BUS INTEL SPEC 2 | Working Title | Client Support Services Process Analyst |
|---|---|---|---|
| Job Code | 004960 | Grade | 21 |
| Department Name | Client Support Services - D02075 | Department Head | Adam Schnirel |
| Supervisor | Alan Siero | Effective Date | 03/13/2023 |
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 Client Support Services Process Analyst maintains, develops and manages data analytics and process improvements across Facilities Services to facilitate the delivery of a customer experience which is responsive, engaging and adaptable for all members of the campus community. This position is responsible for supporting data analytics related to all work order, asset management and other data gathering systems within Facilities. This role must have the ability to possess extensive knowledge about service offerings and processes such as work intake, 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 apply this end-to-end perspective in conjunction with meeting the service delivery objectives of Client Support Services. |
Education & Experience Requirements
Education Requirements
| Degree | Requirement |
|---|---|
| Bachelor's degree in related area and/or equivalent experience/training. | Required |
Experience Requirements
| Experience | Requirement |
|---|---|
| 2 - 4 years of related experience. | Required |
| Experience using statistical software such as Tableau, Excel and data visualization. | Required |
| Experience with work order and / or work management systems. | Required |
| Experience in the design and implementation of internal controls standard operating procedures and process improvements. | Required |
| Experience working in a similar role in an institution of higher education, or similar environment. | Preferred |
| Experience working in a customer service-oriented environment, meeting and exceeding customer expectations and sustained satisfaction. | Required |
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 |
|---|---|
| Conducts analysis and audits focused on Facilities standards and expectations within FS; creates reporting documents and supports process standards. Recommends measures, metrics, process/service improvements and opportunities. Creates data feedback mechanisms to measure progress in asset management, work completion, variation in standard completion times, job aging and other metrics that will drive KPIs. | 30 |
Performs comprehensive data analysis for business decision making.
|
20 |
Develops, prepares and tests reports.
|
10 |
Performs segments of quality assurance planning and testing.
|
10 |
Participates in end user training ensuring user competence, data access, and optimal performance of BI tools and processes.
|
10 |
| Consults with end users to identify data and reporting needs. Creates queries and generates reports. | 5 |
| Assists in identifying and resolving data and system errors and discrepancies. | 5 |
Participates on cross-functional teams to address business intelligence processes and services.
|
5 |
| 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 |
|---|---|
| Solid organizational, project management and time management skills; ability to multi-task with attention to detail and meet demanding timeframes. | Required |
| 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 |
| Detail oriented, with demonstrated organizational skills. | Required |
| Ability to handle conflict management and influence and negotiate with stakeholders. | Required |
| Demonstrated interpersonal skills for effective collaboration with professional and technical staff. | Required |
| Demonstrated written and verbal communication skills with the ability to convey complex information in a clear, concise manner. | Required |
| 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 |
| Working knowledge of business intelligence functions and analytics. | 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 |
| Demonstrated analytical and problem-resolution skills. | Required |
| Ability to train staff at a variety of technical skill levels. | Required |
| Working knowledge of relevant internal databases, BI applications and tools. Ability to produce reports and documentation. | Required |
| Knowledge of web based work order systems. | Preferred |
| 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 |
| 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 |
| Working knowledge of UC/UCR systems, policies, procedures, and regulations. | 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 |
| Overtime | 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: Yes |