Service & Quality Management Analyst
Hyde Park Campus
83766 Shared Services
About the Unit
The Shared Services Office (SSO) is a service organization dedicated to continuous improvement. We strive to deliver high quality services and an excellent experience so faculty and staff can focus on teaching and research. The SSO offers key procure-to-pay, payroll, human resource transaction services to customers through consistent processes and technology enhancements.
The Analyst will use data and analytical models to identify trends to improve service delivery and the customer experience by maintaining a positive, customer service approach in partnering with university community, specifically the administrative leaders for each respective academic and administrative unit, in order to effectively address any service delivery issues or feedback.
The Analyst will be responsible for monitoring service performance and proactively identifying opportunities for continuous improvement through data analysis and by soliciting improvement ideas from the shared services office, business partners and the university community.
The Analyst will manage the service performance monitoring and evaluation process, including: aggregating data from source systems (i.e., Workday, ServiceNow, Concur, Jaggaer, Business Objects), collating, compiling operational metric data into key performance indicator (KPI) operational reports, analyzing data to identify trends and root causes for performance issues, and summarizing findings into an executive summary.
The Analyst will develop project charters defining the business value proposition for each continuous improvement proposal, prioritize and create implementation plans, seek approval through the governance process, and lead continuous improvement projects from initiation through project closure. The Analyst will be responsible for coordinating with SSO teams, business partners, central and academic divisions, throughout the lifecycle of each improvement initiative, and manage staff temporarily assigned to the project.
- Serve as a relationship manager for designated School/Unit/Department portfolio
- Proactively communicate and manage relationships with central and academic administrative leaders, including face-to-face meetings to ensure service expectations are met and/or identify opportunities for continuous improvement
- Monitor and track SSO organization-wide, team, and individual staff metrics to identify trends and coordinate with SSO team leaders to identify, implement, and track remediation actions
- Develop analytical models to identify trends to improve the customer experience, and help to ensure/improve the overall quality of SSO service delivery
- Manage ongoing review, audit, and reporting process of service delivery performance
- Solicit improvement ideas from SSO leadership, SSO staff, and other university stakeholders
- Develop project charters outlining the value proposition for each continuous improvement project, prioritize and create implementation plans, seek approval through SSO established governance committees
- Coordinate with SSO teams, central and academic divisions, throughout the lifecycle of each improvement initiative
- Manage staff temporarily assigned to support the improvement projects from initiation through project closure
- Listens to and accurately captures others' expectations, ideas and concerns
- Raises issues and pushes to ensure that the 'right thing' is done despite potential consequences
- Maintains a high level of client/customer focus within the team
- Ability to analyze customer needs through soliciting, evaluating and acting upon customer feedback
- Ability to coordinate with other internal units to deliver seamless service to customers
- Develops close working relationships with clients/customers (e.g., trusted advisor)
- Keeps the end in mind when dealing with differences in perspective
- Ability to manage individual and team assignments to deliver a defined outcome
- Ability to manage competing priorities, work simultaneously on multiple initiatives, and meet deadlines
- Ability to participate as a team player and positively influence a group
- Generates clear/realistic estimates, plan and schedule that helps others understand what needs to be done
- Demonstrated ability to utilize spreadsheet software and analyze data
- Ability to interpret financial data, produce reports, and present statistical information
- Adopts methods and tools or reuses proven work to improve productivity and quality
- Excellent written and verbal communication skills
- High comfort level with performing quantitative analysis (including accuracy and attention to detail)
- Critical thinking and problem-solving skills
- Excellent organizational skills, adaptability to change, and deadline driven orientation
- Ability to work independently, as well as part of a team
- Skills in process mapping / business process reengineering
Education, Experience, and Certifications:
- Bachelor's degree or higher required
- 3+ years of project management and/or management consulting experience required
- Experience in a quality management, continuous improvement or data analytics role required
- Experience with data analysis and reporting from systems such as: Workday, ServiceNow, Concur, Jaggaer, Business Objects and Tableau preferred
- Demonstrated proficiency in Microsoft Excel, Word, PowerPoint, Visio, and Project
- Previous experience in a higher education or nonprofit setting
- Familiarity with administrative processes, procedures, and systems, particularly in a university setting
Resume, Cover Letter, and Reference list
All required documents must be submitted to be considered for this position
NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application
Depends on Qualification
Scheduled Weekly Hours
Job is Exempt?
Drug Test Required?
Does this position require incumbent to operate a vehicle on the job?
Health Screen Required?
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