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Details
Posted: 21-Oct-22
Location: Riverside, California
Salary: Open
Internal Number: 3560872
Client Support Services Process Analyst
University of California Riverside
Job Number: 27898900
Full/Part Time: Full Time
Schedule: 8AM - 5PM
Salary: $61,800 - $110,000
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.
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
Minimum Requirements
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
Preferred Qualifications
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.
Additional Information
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.
To apply, please visit: https://irecruitportal.ucr.edu/irecruit/!Controller?action=jobs_webui.show_page&page=jobs_detail&requisition_id=27898900&profile_id=&module=jobs
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More Jobs from This Employer
https://careers.cbia.org/jobs/17642538/client-support-services-process-analyst
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