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University of California, Riverside · 4 months ago

Client Support Services Process Analyst

Riverside County, CA

Full-time

Onsite

Entry, Mid Level

$36.35/hr - $65.76/hr

2+ years exp

The University of California, Riverside is seeking a Client Support Services Process Analyst to enhance data analytics and process improvements within Facilities Services. This role focuses on managing data related to work orders and asset management while developing key performance indicators and producing operational reports to support strategic planning.

Building MaterialEducationNon ProfitReal Estate

No H1B

Responsibilities

Maintains, develops and manages data analytics and process improvements across Facilities Services

Supports data analytics related to all work order, asset management and other data gathering systems within Facilities

Possesses 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 applies this end-to-end perspective in conjunction with meeting the service delivery objectives of Client Support Services

Qualification

Data analyticsStatistical softwareBusiness intelligenceProject managementMicrosoft Office SuiteCustomer serviceProcess improvementAnalytical skillsCoachingCommunication skillsInterpersonal skillsOrganizational skillsConflict managementMentoring

Required

Bachelor's degree in related area and/or equivalent experience/training

2 - 4 years of related experience

Experience using statistical software such as Tableau, Excel and data visualization

Experience working in a similar role in an institution of higher education, or similar environment

Working knowledge of business intelligence functions and analytics

Working knowledge of relevant internal databases, BI applications and tools. Ability to produce reports and documentation

Demonstrated analytical and problem-resolution skills

Detail oriented, with demonstrated organizational skills

Demonstrated written and verbal communication skills with the ability to convey complex information in a clear, concise manner

Demonstrated interpersonal skills for effective collaboration with professional and technical staff

Ability to train staff at a variety of technical skill levels

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

Ability to handle conflict management and influence and negotiate with stakeholders

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. The ability to design and implement internal controls standard operating procedures and process improvements

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

Skill and ability to work in a customer service-oriented environment, meeting and exceeding customer expectations and sustained satisfaction

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

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

Knowledge of web based work order systems

Working knowledge of UC/UCR systems, policies, procedures, and regulations