Service Delivery Analyst

Job Title: Service Delivery Analyst
Location: USO-Shared Services Center
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 297418
About Us

The University System of Georgia (USG) is comprised of 25 higher education institutions as well as the University System Office (USO). Within the USO, our administrative operations are primarily housed in the Trinity Washington Building located in downtown Atlanta. Our Information Technology Services (ITS) division is located in Athens. The University System of Georgia Shared Services Center (SSC) is located in Sandersville. The Georgia Public Library System is located in Atlanta. The Georgia Archives is located in Morrow. The State of Georgia Records Center is located in Austell.

Location

Shared Services Center (SSC) - 1005 George J Lyons Pkwy Sandersville, GA 31082

Job Summary

The Service Delivery Analyst is an exempt full-time position that reports to the Service Delivery Manager at the University System of Georgia (USG) Shared Services Center (SSC). This position is charged with the design, creation, and monitoring of data intended to measure progress compared to strategic and operational goals. This position will handle evaluating quality controls and managing efficiency, finding areas of improvement. Comparing intended outcomes with actual outcomes and adapting approach and framework appropriately to align with any operational changes.

Responsibilities

• The role involves designing, creating, and monitoring data to measure progress against strategic and operational goals

• Key responsibilities include evaluating quality controls, managing efficiency, analyzing outcomes, and adapting strategies to align with operational changes

• Responsibilities Research, collect, create, monitor, track, and report key performance metrics to improve operational efficiency

• Analyze operations and relevant data using appropriate methods

• Create queries for large datasets, define report requirements, and develop visual reports

• Generate reports, dashboards, and scorecards, collaborating with leadership to ensure accuracy and relevance

• Develop and analyze operational data for regular and ad hoc reporting, identifying risks and concerns

• Work with the Continuous Improvement Project Manager to analyze business problems and opportunities, identifying root causes and trends

• Manage the use and delivery of operational, financial, market research, and governmental data to meet strategic goals

• Support data-driven projects as directed by leadership

• Analyze third-party or vendor relationships continuously

• Collaborate with internal and external stakeholders to assess information needs and requirements

• Advise colleagues on research and market trends to support operational and strategic decisions

• Identify training opportunities and facilitate knowledge transfer to improve processes

• Support functional resources, initiatives, and events

• Assist with data imports, exports, and analysis

• Propose new techniques and technologies to support business goals

• Maintain data integrity across university systems

• Develop and implement quality control procedures to ensure data quality

• Analyze data for compliance and behavioral patterns, addressing quality issues

• Monitor and implement actions to uphold quality standards

• Ensure compliance with industry and regulatory standards

• Continuously update knowledge on rules, regulations, tools, and best practices in data analytics and quality control

• Perform other duties as assigned

Required Qualifications

• Minimum Qualifications Bachelor's Degree in statistics, business, computer science, mathematics, data analytics, or related field

• At least 3 years of experience in statistical analysis, data analysis, or related areas

• Experience working with large datasets, data extraction, and manipulation

• Experience in report writing and business process analysis

Educational Requirements
Bachelor's degree required.

Other Required Qualifications
Or equivalent combination of education and experience.

Required Experience
Over three years of related experience required.

Knowledge, Skills, & Abilities

KNOWLEDGE
1.Knowledge of USG internal operations business procedures.
2.Knowledge of relational database management systems.
3.Knowledge of process improvement principles.
4.Knowledge of project management principles.
5.Knowledge of software development lifecycles and approaches.
6.Knowledge of functionality testing procedures.
7.Knowledge of end user training and support principles.
8.Knowledge of database management concepts.
9.Knowledge of change management processes.
10.Knowledge of database programming and scripting principles.
11.Knowledge of Board of Regents policies and procedures.

SKILLS
12.Skill in collaborating with multiple constituents.
13.Skill in decision making and problem solving.
14.Skill in the provision of support to end users.
15.Ability to respond diplomatically to sensitive and critical issues.
16.Ability to effectively multi-task.

USG Core Values

The University System of Georgia is comprised of our 25 institutions of higher education and learning as well as the System Office. Our USG Statement of Core Values are Integrity, Excellence, Accountability, and Respect. These values serve as the foundation for all that we do as an organization, and each USG community member is responsible for demonstrating and upholding these standards. More details on the USG Statement of Core Values and Code of Conduct are available in USG Board Policy 8.2.18.1.2 and can be found on-line at https://www.usg.edu/policymanual/section8/C224/#p8.2.18_personnel_conduct.

Additionally, USG supports Freedom of Expression as stated in Board Policy 6.5 Freedom of Expression and Academic Freedom found on-line at https://www.usg.edu/policymanual/section6/C2653.

Conditions of Employment

Offers of employment are subject to federal and state laws, as well as the statutes, rules, and regulations of this organization, and the Bylaws and Policies of the Board of Regents (BOR) of the University System of Georgia (USG). These Bylaws and Policies are available for inspection upon request.

Equal Employment Opportunity The University System Office is an equal employment, equal access, and equal opportunity employer. It is the policy of the University System Office to recruit, hire, train, and promote persons without regard to an individual's age, color, disability, genetic information, national origin, race, religion, sex, or veteran status as required by applicable state and federal laws.

For questions or more detailed information regarding this policy, please contact the University System Office Human Resources at 404.962.3242. Individuals requiring disability related accommodations for participation in any event or to obtain print materials in an alternative format, please contact Human Resources.

Other Information

This is not a supervisory position.
This position does not have any financial responsibilities.
This position will not be required to drive.
This role is not considered a position of trust.
This position does not require a purchasing card (P-Card).
This position may travel 1% - 24% of the time
This position does not require security clearance.

Background Check

Offers of employment are subject to a background investigation, including criminal records history, to determine eligibility for employment. Additionally, credentials and employment history stated in your application materials are also subject to verification.

For certain positions, a satisfactory credit check, MVR, or other relevant investigations may also be conducted. The University System Office holds the sole discretion in assessing eligibility for employment.