Req #: 233220 Department: UW FACILITIES: MAINTENANCE & CONSTRUCTION Appointing Department Web Address: https://facilities.uw.edu/ Job Location: Remote/Hybrid, Seattle Campus 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 Other Compensation: Shift: First Shift Benefits: 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.
Req #: 233220 Department: UW FACILITIES: MAINTENANCE & CONSTRUCTION Appointing Department Web Address: https://facilities.uw.edu/ Job Location: Remote/Hybrid, Seattle Campus 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 Other Compensation: Shift: First Shift Benefits: 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. 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%
Manage various data-related reports for program operations 15%
Administrative responsibilities 35%
Core Competencies
Requirements include:
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.
required to manipulate data and ability to produce tangible results.
findings.
and data visualization tools or platforms.
documentation materials, and end user support when appropriate.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Desired:
Conditions of Employment:
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.
Committed to attracting and retaining a diverse staff, the University of Washington will honor your experiences, perspectives and unique identity. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable and welcoming.
The University of Washington is an affirmative action and equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age, protected veteran or disabled status, or genetic information.
To request disability accommodation in the application process, contact the Disability Services Office at 206-543-6450 or dso@uw.edu.
Applicants considered for this position will be required to disclose if they are the subject of any substantiated findings or current investigations related to sexual misconduct at their current employment and past employment. Disclosure is required under Washington state law.
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