| The University of Washington (UW) is proud to be one of the nation's premier educational and research institutions. Our people are the most important asset in our pursuit of achieving excellence in education, research, and community service. Our staff not only enjoys outstanding benefits and professional growth opportunities, but also an environment noted for diversity, community involvement, intellectual excitement, artistic pursuits, and natural beauty. |
UW Information Technology (UW-IT) is the central information technology organization for the University of Washington, responsible for strategic planning, oversight, and direction of the UW's IT infrastructure, resources, and services. UW-IT provides critical technology support to all three campuses, UW Medicine, and research operations around the world. UW-IT partners with the UW community to enable innovation, learning, discovery, and service.
UW-IT Customer Service & Support provides 24x7 information technology help for faculty, staff, and students. This UW-IT division operates the strategic help desk assisting the UW community with requests for help, services and UW-IT Service Catalog offerings; monitors and troubleshoots University systems and applications; works with UW partners to develop strategic technology solutions; and manages campus software licensing.
UW-IT has an outstanding full time opportunity for a Program Operations Analyst.
The Program Operations Analyst is responsible for operational business intelligence for the division. The Program Operations Analyst will create, maintain, and optimize regular reports via ServiceNow on CSS service and support activities, and will also work with CSS leadership to establish metrics and monitor achievement of performance targets. The Analyst will gather data requirements, identify reporting gaps and inefficiencies, propose new metrics, and produce reports. The Analyst will also contribute to efforts to measure and monitor the UW-IT customer experience through quantitative and qualitative data collection and analysis. In addition, the Analyst will contribute to project planning and completing project activities.
The focus of the Program Operations Analyst is helping CSS measure and monitor support activities in order to optimize operations and enhance the customer experience. Position will identify service patterns and operations data to business need using operational knowledge and data extraction/reporting tools. Duties will include regular data analysis to:
Identify trends in support volume
Monitor performance targets for responsiveness, resolution, and quality
Monitor customer experience with support and services offered by CSS and UW-IT;
Compare UW-IT services and support levels to peer institutions.
Bachelor's degree in Statistics, business, computer science or related field or experience.
Minimum of 3 years' experience in reporting and data analysis.
Experience using statistical software, such as Tableau, Excel, and/or other tools for reporting, data analysis, and visualization.
Experience with request and issue tracking systems.
Demonstrated ability to prioritize workload and manage time.
Strong logic, reasoning, and problem-solving skills.
Experience working in a customer service environment, with a genuine commitment to providing superior service.
Excellent written/oral communication skills and personal interaction abilities.
Equivalent education/experience will substitute for all minimum qualifications except when there are legal requirements, such as a license/certification/registration.
Work experience within a higher education environment.
Experience with Performance Analytics application in ServiceNow.
Experience with IT Service Management in the ITIL framework.
Solid understanding of business, product, or system lifecycle methodology.
Ability to develop workflows, business processes, and procedures.
| Appointment to this position is contingent upon obtaining satisfactory results from a criminal background check. |
Work may be required outside of regular working hours of 8am to 5pm Monday through Friday.
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 assessments may include Work Authorization, Criminal Conviction History, 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.