Req #: 233220

Department: UW FACILITIES: MAINTENANCE & CONSTRUCTION

Appointing Department Web Address: https://facilities.uw.edu/

Job Location Detail: open to hybrid work schedule (combination in-office + remote)

Posting Date: 04/15/2024

Closing Info: Open Until Filled

Salary: $6,815 - $7,400 per month

Shift: First Shift

Notes: As a UW employee, you will enjoy generous benefits and work/life programs. For a complete description of our benefits for this position, please visit our website, click here. (https://hr.uw.edu/wp-content/uploads/sites/3/2018/02/benefits-professional-staff-librarians-academic-staff-20230119_a11y.pdf)

As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem-solving skills and dedication to build stronger minds and a healthier world.

UW faculty and staff also enjoy outstanding benefits, professional growth opportunities and unique resources in an environment noted for diversity, intellectual excitement, artistic pursuits and natural beauty.

UW Facilities manages the University’s buildings, infrastructure and land, with more than 1,100 employees in a variety of fields. The Asset Management group includes Capital & Space Management, Real Estate, Sustainability and other teams responsible for planning and workload management. The Operations group includes Project Delivery, Maintenance & Construction, Campus Energy, Utilities & Operations, Building Services, Transportation Services and Safety. Supporting these groups are the Business Intelligence & Information Technology group and the Finance & Administration group. Please visit UW Facilities web page for more information: UW Facilities .

Workflow Management & Customer Care is responsible for fully optimizing University resources across the full life cycle of our facilities to enhance the functionality, efficiency, and beauty of our campuses. We make sure UW Facilities is “doing the right work.” Workflow Management & Customer Care facilitate work requests in and through UW Facilities’ linear operational system to achieve seamless interface between units in the delivery of service provisions and excellence in customer service standards in a fast-paced environment with a high degree of skill, detail, and attention across programs and projects that move toward accomplishing the mission of UW Facilities.

We have an outstanding opportunity for a Customer Experience & Engagement Analyst .

The Customer Experience and Engagement Analyst works under the general direction of the Assistant Director for Workflow Management & Customer Care. This key position is responsible for managing and delivering data and process analysis, performance analytics, provide information and manage the development key performance indicators (KPI) by employing professional level skills and expertise in an efficient and timely manner. The role will be focused on workflow responsibilities and linear operations workload management initiatives. The scope of work performed by the analyst will assist unit director in determining the proper application of business processes, engagement of appropriate stakeholders, maximize resource allocation and productivity through operational efficiencies, guide and adopt operational policies, and drive program performance that have impact across Facilities’ linear operational system.

The Analyst is expected to perform routine and “deep dive” research and analysis to help daylight operational processes that are contained in our database system, system tools, and report findings. This includes, but not limited to: understanding database architecture and key data points, how the system architecture may or may not drive end user workflow and processes, identify workflow best practices, pinpoint when or where database customization may be required; develop a broad understanding of how the use of external programs interface with our mainframe structure – including how these external systems may be included to provide further robust organization wide metrics and understand existing workload management standards that can help drive informed decisions in the examination of determining process refinement or establish new process standards – both at the unit level and within our linear operational system.

The work that the Analyst is responsible for will have an impact on overarching strategic goals. In analyzing data and identifying parallels to our linear operations, the Analyst will be able to provide deep dive analysis in understanding and developing business strategy for workload management activities. These deep dive activities will help stakeholders determine appropriate service level expectations both internally and externally. The Analyst is expected to engage with other Facilities stakeholders to achieve goals related to their core role and responsibilities. In so doing, the Analyst will be responsible to help develop and/or provide standard training resources in coordination with appropriate stakeholders in the implementation of workflow processes including end user training. Hence, balancing competing demands, priorities, and subject matter expertise (SME) in business analysis are vital for position success.

Primary Duties and Responsibilities

Data interpretation, analysis, and reporting 50%

• Collect, analyze, evaluate operational data utilizing quantitative and qualitative methods to produce unbiased analysis. • Develop and maintain monthly pipeline reports and forecasting of workload management. • Provide analysis and analyze variances of operational data for planning or refinement activity. • Analyze performance in comparison to strategic goals and/or objectives and identify areas of opportunity for the organization to explore further process refinement, efficiency, or productivity. • Review and analyze historical data, metrics, or information against current performance trends and productivity and develop a platform to highlight and contrast data. • Analyze and report on developing programs, projects, or initiatives that may have impact on linear operations including identifying opportunities and provide insight that may influence overall strategy. • Create, manage, and maintain weekly, monthly, and recurring organizational reports • Develop an understanding of existing databases, to better apply appropriate data collection, analytics, and other strategies that optimize statistical efficiency, integrity, and quality. • Acquire data from appropriate primary or secondary data sources and maintain databases/systems. • Filter and “clean” data by reviewing computer reports, printouts, and performance indicators to locate and correct errors and inconsistencies to ensure data integrity in report analysis and presentation. • Identify and define new process improvement opportunities and recommend strategies/best practices. • Provide Assistant Director with annual data report and written analysis information of linear operational activities and workload management status. • Work with Assistant Director to prioritize business and information needs.

Manage various data-related reports for program operations 15%

• Manage and oversee tracking and reporting process for workload management activity – including monthly updates on progress and ad hoc status reports. • Develop, collect, analyze, and provide quarterly written reports on program/project activity that have potential workload implications or linear operations impact. • Develop, launch, and/or manage Building Coordinator webpage; communication platforms; and related database tools. • Develop and/or manage Tableau dashboards or similar platforms utilized by the Assistant Director related to operational activities and workload management strategies. Including performance metrics dashboards and KPIs. • Other duties as assigned.

Administrative responsibilities 35%

• Regular attendance, engagement, preparation, and presentations for workflow management meetings, strategic planning sessions, committees, and operational working groups. • Lead, facilitate, or participate in workload management meetings and appropriate working groups as needed. • Track deliverables, and follow-up with stakeholders from working groups, committees, and/or planning sessions to ensure continued momentum and deadlines are met. • Lead, facilitate development and updating departmental workflows. • Develop and maintain area system training and documentation. • Develop and maintain department Knowledge Base documents. (Policies & Procedures) • Lead, departmental system(s) implementation efforts and upgrades. • Lead, facilitate, or participate in department intake design, development, and revisions, can develop communication tools.

Core Competencies

• Demonstrate personal integrity and trustworthiness. • Manage stressful situations and changing priorities effectively. • Anticipate, recognize and resolve problems. • Be responsible and accountable. • Use organizational skills and provide attention to details. • Maintain a positive, optimistic, and success-oriented attitude. • Exercise professionalism, which includes being tactful and courteous. • Exhibit a professional work ethic. • Continuously promote a safe work environment.

Requirements include:

• Bachelor’s degree in related field AND 4 years of relevant experience to include:

-Experience as data or systems analyst, through which technical understanding of data models, database design development, data mining, and segmentation techniques are understood, and likely attained with at least two years of related experience. -Proficiency with reporting packages, databases, and programming logic required to manipulate data and ability to produce tangible results. -Demonstrated expertise at queries, report writing, and presentation of findings. -Experience using statistical software such as Tableau, MS Excel, Visio, and data visualization tools or platforms. -End user experience and resources including technical or directional documentation materials, and end user support when appropriate.

• Strong analytical skills and the ability to collect, organize, analyze, and disseminate significant amounts of information. • Demonstrated excellent interpersonal and oral/written communication skills; ability to work successfully with people at all levels throughout the organization and University community. • Excellent organizational skills; ability to successfully prioritize and coordinate multiple programs and assigned tasks and meet goals. • Excellent problem-solving skills; ability to analyze complex information, and to define and solve problems. • Demonstrated flexibility to meet changing needs and unpredictable deadlines. • Demonstrated ability to lead and facilitate projects and groups. • Demonstrated professionalism, confidentiality, poise, and composure in a fast paced and dynamic environment. • Proven ability to exercise a high degree of professional judgment and work independently with limited direct supervision. • Excellent written analysis and summary reports for multi-level or broad audiences.

Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.

Desired:

• Experience or working knowledge of project management and business process including workflow process and value stream methods. • Understanding and ability to apply change management concepts and principles to projects. • Demonstrated experience with enterprise change management, program implementation, and/or resource development. • Ability to quickly learn new systems, retain and recall a large amount of information and data mining skills. • Possession of a valid Washington State driver’s license.

Conditions of Employment:

• Regular and predictable attendance is required. • This position is located on the UW Seattle main campus. • Able to travel locally to alternate work sites when needed. • Must be able to work in a non-smoking open and shared office environment – which may result in additional or higher levels of noise, visual distraction, or interruptions. • UW Facilities promotes a diverse and inclusive work environment with respect to the inclusiveness of students, faculty, and staff from many ethnic, social, economic, and ideological backgrounds. • This position is identified as providing an essential service. The successful candidate must be able to perform shift work even during an emergency in which non-essential University operations have been suspended. • This position is overtime exempt.

Application Process:

The application process for UW positions may include completion of a variety of online assessments to obtain additional information that will be used in the evaluation process. These may include Work Authorization, Cover Letter and/or others. Any assessments that you need to complete will appear on your screen as soon as you select “Apply to this position”. Once you begin an assessment, it must be completed at that time; if you do not complete the assessment, you will be prompted to do so the next time you access your “My Jobs” page. If you select to take it later, it will appear on your "My Jobs" page to take when you are ready. Please note that your application will not be reviewed, and you will not be considered for this position until all required assessments have been completed.

University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, religion, color, national origin, sexual orientation, gender identity, sex, age, protected veteran or disabled status, or genetic information.