Position Details
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Client Support Services Process Analyst
| Job Number | Full/Part Time | Schedule | Salary |
|---|---|---|---|
| 27898900 | Full Time | 8AM - 5PM | $64,300 - $114,300 |
Position Information
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. The budgeted salary amount for this position is up to $78,800/yr. Please note that this is a one year contract position.
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 Full Vaccination or 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.
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 Full Vaccination or 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 |
Licenses
| License | Requirement |
|---|---|
| Valid Driver License | Preferred |
Certifications
| Certification | Requirement |
|---|---|
| Lean Six Sigma | Preferred |
| Change Management | Preferred |
Experience
| 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 |
Special 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 |
Minimum Requirements
Solid organizational, project management and time management skills; ability to multi-task with attention to detail and meet demanding timeframes.
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.
Detail oriented, with demonstrated organizational skills.
Ability to handle conflict management and influence and negotiate with stakeholders.
Demonstrated interpersonal skills for effective collaboration with professional and technical staff.
Demonstrated written and verbal communication skills with the ability to convey complex information in a clear, concise manner.
Knowledge and experience with employing best practice principles and practices in metrics, knowledge management, process design, continuous improvement and quality assurance.
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.
Working knowledge of business intelligence functions and analytics.
Ability to use discretion and maintain all confidentiality. Ability to use sound judgement in responding to issues and concerns.
Ability to establish and maintain exceptional client relations and partnerships. Ability to work collaboratively with diverse populations, internal and external constituents and agencies.
Demonstrated analytical and problem-resolution skills.
Ability to train staff at a variety of technical skill levels.
Working knowledge of relevant internal databases, BI applications and tools. Ability to produce reports and documentation.
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.
Detail oriented, with demonstrated organizational skills.
Ability to handle conflict management and influence and negotiate with stakeholders.
Demonstrated interpersonal skills for effective collaboration with professional and technical staff.
Demonstrated written and verbal communication skills with the ability to convey complex information in a clear, concise manner.
Knowledge and experience with employing best practice principles and practices in metrics, knowledge management, process design, continuous improvement and quality assurance.
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.
Working knowledge of business intelligence functions and analytics.
Ability to use discretion and maintain all confidentiality. Ability to use sound judgement in responding to issues and concerns.
Ability to establish and maintain exceptional client relations and partnerships. Ability to work collaboratively with diverse populations, internal and external constituents and agencies.
Demonstrated analytical and problem-resolution skills.
Ability to train staff at a variety of technical skill levels.
Working knowledge of relevant internal databases, BI applications and tools. Ability to produce reports and documentation.
Preferred Qualifications
Knowledge of web based work order systems.
Familiarity with Facilities Services nomenclature/work environment including maintenance, construction, custodial, landscape and/or building operations.
Skills to provide coaching and mentoring to support student staff.
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.
Working knowledge of UC/UCR systems, policies, procedures, and regulations.
Familiarity with Facilities Services nomenclature/work environment including maintenance, construction, custodial, landscape and/or building operations.
Skills to provide coaching and mentoring to support student staff.
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.
Working knowledge of UC/UCR systems, policies, procedures, and regulations.
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