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University of California, Riverside
  • Position Number: 1390847
  • Location: Riverside, CA
  • Position Type: Other Administrative Positions

Full/Part Time
Full Time

8AM - 5PM

$53,700 - $105,900

Position Information
The Business & Process Analyst develops, maintains, and manages data analytics and process improvements to facilitate the delivery of a customer experience that is responsive, engaging and adaptable for all members of the campus community by Facilities Services (FS). Monitors the work order system to drive excellent customer service and propose streamlined work flow activities. Possess extensive knowledge about service offerings and processes such as work intake, reception, 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 Customer Relations. Facilities Services is one of the largest departments at UC Riverside employing nearly 400 career employees. Facilities Services provides exceptional service in maintaining an environment conducive of teaching, learning, living, working and research for the entire campus community. The department maintains buildings, facilities and landscape totaling over 6 million square feet across 1,350 acres of campus. We are a team of service oriented professionals focused on exceptional client engagement, continuous improvement and development opportunities.

Minimum Requirements
Demonstrated written and verbal communication skills with the ability to convey complex information in a clear, concise manner.
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 interpersonal skills for effective collaboration with professional and technical staff.
Ability to train staff at a variety of technical skill levels.
Working knowledge of business intelligence functions and analytics.
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.
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.

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.

Additional Information
In the Heart of Inland Southern California, UC Riverside is located on nearly 1,200 acres near Box Springs Mountain in Southern California; the park-like campus provides convenient access to the vibrant and growing Inland region. The campus is a living laboratory for the exploration of issues critical to growing communities' air, water, energy, transportation, politics, the arts, history, and culture. UCR gives every student, faculty and staff member the resources to explore, engage, imagine and excel.

UC Riverside is recognized as one of the most ethnically diverse research universities in the country boasting several key rankings of which we are extremely proud.

  • UC Riverside was included in the (August 2018) edition of The Princeton Review's "The Best 382 Colleges."

  • Shanghai Jiao Tong University (August 2017) Academic Ranking of World Universities ranked UC Riverside among the top 151 institutions. This survey bills itself as "the most trustworthy precursor of global rankings of the world's top 500 universities."

  • In 2016, UCR was recognized for graduation rate success by the Association of Public and Land-Grant Universities (APLU) for achieving near parity across racial-ethnic, socio-economic, and gender boundaries.

  • UCR ranks among the Top 15 Public Research Universities in the nation, as identified by the 2017 Washington Monthly.

  • In 2017, two separate reports from the Education Trust celebrated UCR as a national leader for African American and Latino student success. UCR was one of just three schools to be named top-performing institutions in both reports and the only California campus recognized among 18 top-performing colleges and universities in the nation for high black student graduation rates.

The University of California is an Equal Opportunity/Affirmative Action Employer with a strong institutional commitment to the achievement of excellence and diversity among its faculty and staff. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by law.

For information about our generous employee benefits package, visit: Employee Benefits Overview


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