Service Delivery Analyst at InsideHigherEd

Job Title: Service Delivery Analyst
Location: USO-Shared Services Center
Regular/Temporary: Regular
Full/Part Time: Full-Time
Job ID: 279964
About Us

The University System of Georgia (USG) is comprised of 26 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.

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

• Research, collect, create, monitor, track, and report key performance metrics on a regular basis to improve business operational efficiency.

• Determine appropriate methods to analyze operations, relevant information, and data.

• Creates queries to view and analyze large operational sets of institution data by defining report requirements and developing visually represented reports.

• Generates reports, interactive dashboards, and scorecards by working with leadership and teams to design, develop, retrieve and validate underlying data.

• Develops and collects SSC and institution operational data for weekly/monthly and ad hoc reporting, analyzes data and reports any risks or concerns.

• Works with the Continuous Improvement Project Manager to analyze business problems and opportunities, using reports and survey data, to find root causes/trends and recommend action.

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

• Aid with various data-driven projects as directed by the Associate Vice Chancellor of Shared Services and SSC (Shared Services Center) Leadership Team.

• Execute continuous analyses on significant third-party or vendor relationships.

• Proactively communicate and collaborate with external and internal customers to analyze information needs and functional requirements.

• Advise colleagues on latest research and market trends for data and analysis to support decisions with respect to operations and strategies.

• Utilize data to identify training opportunities and coordinate knowledge transfer to improve processes.

• Provide support for functional resources, initiatives, and events.

• Provide support in data imports, exports, and analysis.

• Proposes new techniques and technologies to actualize business goals.

• Aid in the maintenance of data integrity across relevant University systems.

• Maintain an extensive understanding of the overall strategies, operations, data, and systems.

• Develops and implements quality control procedures to assess the quality of data and supplies reports to data owners.

• Analyze data for compliance and expected/anticipated behaviors, find quality issues, and recommend solutions.

• Recommend, implement, and monitor preventative and corrective actions to ensure that quality control standards are achieved.

• Ensure ongoing compliance with quality and industry regulatory requirements.

• Engages in continuous knowledge development of rules, regulations, best practices, tools, techniques, and performance standards for data analytics and quality controls.

• Performs other duties as assigned.

Required Qualifications

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

• 3 years or more of experience in statistical analysis, planning, information analysis, program evaluation, or research desired.

• Experience working with large data sources, extracting, and manipulating data from multiple data fields.

• Experience in data analysis, report writing, and business process recommendations.

• Experience in higher education preferred.

Preferred Qualifications

• Masters Degree preferred.

• Experience working with SQL strongly preferred.

Knowledge, Skills, & Abilities

• Ability to design, run, and refine complex data queries.

• Organizational skills that increase productivity management.

• Well-developed attention to detail that facilitates a degree of accuracy in work products.

• Ability to successfully navigate a fast-paced work environment.

• Intermediate to advanced computer skills and strong knowledge of Microsoft Office 365.

• Advanced Excel Skills with Power BI experience preferred.
• Experience with automation tools and technology preferred.

• Ability to advise and provide strategic recommendations to a variety of audiences including executive leadership.

USG Core Values

The University System of Georgia is comprised of our 26 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 institution, 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 race, color, national or ethnic origin, age, disability, gender, religion, sexual orientation, gender identity or veteran status as required by applicable state and federal laws (including Title VI, Title VII, Title IX, Sections 503, and 504, ADEA, ADA, E.O. 11246, and Rev. Proc. 75-50).

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.

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.