"Client Support Services Process Analyst"

Position Information

UC Riverside's Facilities Services is recruiting for the Client Support Services Process Analyst. The full salary range for the Client Support Services Process Analyst is $36.35 - $65.76 per hour. We base salary offers on a variety of considerations, such as education, licensure and certifications, experience, and other business and organizational needs.

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.

Applicants must have current work authorization when accepting a UCR staff position. Currently, we are unable to sponsor or take over sponsorship of an employment Visa for staff.

As a University employee, you will be required to comply with all applicable University policies and/or collective bargaining agreements, as may be amended from time to time. Federal, state, or local government directives may impose additional requirements.

Requirements

Educational Requirements

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

Experience Requirements

• 2 - 4 years of related experience. Required
• Experience using statistical software such as Tableau, Excel and data visualization. Required
• Experience working in a similar role in an institution of higher education, or similar environment. Preferred

License Requirements

• Valid CA Driver License Preferred

Certification Requirements

• Lean Six Sigma Preferred
• Change Management Preferred

Special Conditions

• Hired candidate must successfully pass a background check prior to appointment start date. Required
• Occasional travel for business related meetings, professional development, conferences and/or events. Required
• Overtime 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

Minimum Requirements

• 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 Qualifications

• 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.

Key Responsibilities

• Conducts analysis and audits focused on Facilities standards and expectations within FS; creates reporting documents and supports process standards. Recommends measures, metrics, process/service improvements and opportunities. Creates data feedback mechanisms to measure progress in asset management, work completion, variation in standard completion times, job aging and other metrics that will drive KPIs. (30%)
• Performs comprehensive data analysis for business decision making.