BUS SYS ANL 3 (Customer Service And Business Analyst)

Advancement Services manages the Advance Database and Reporting Services to department staff and to departments UC Davis-wide. Services provided include client programming support, data/information management, data analysis, system auditing, and compliance, formulation and implementation of data policies, consulting, procedures development, and user documentation and training. Advancement Services is the office of record for the alumni and donors of the University of California, Davis.

Development & Alumni Relations (DEVAR) provides leadership in building enduring public trust, understanding, and support for UC Davis and its mission of teaching, research, and public service. DEVAR provides leadership, coordination, and support services to help the university meet its mission of research, teaching, and service by building philanthropic support and executing approved fundraising programs that support the university's highest priorities and initiatives.

Job Summary

Under the direction of the Customer Service Manager, provide business analyst services for over 500 users in the Development and Alumni Relations community. Collect and document users' functional, data, and technical requirements for ad-hoc or standard reports.

Review and suggest potential design solutions that satisfy user needs and improve business efficiency. Troubleshoot end-user report and system issues to resolution as Tier 2 support by identifying and isolating technical or training deficiencies. Provide comprehensive analysis and summary of meetings, requests, or issues to all levels of constituents, adapting the message appropriately to different audiences.

Consistently and clearly provide written documentation of project status. Perform alpha and regression testing for new or updated reports or applications to meet tight deadlines. Guide end-user through user acceptance testing. Upon project or issue resolution, record any new business processes.

Position Information

Apply by Date

6/3/2024

Salary Range

$72,300/yr. - $131,100/yr. (Department budgeted salary range: $72,300/yr. - $78,000/yr. Commensurate with experience.)

Appointment Type

Contract

Number of Positions

1

Percentage of Time

100%

Shift Hours

Monday

• Friday, 8am

• 5pm

Location

Davis, CA / Hybrid Work Schedule

Union Representation

No

Benefits Eligible

Yes

PHYSICAL DEMANDS

• Mental Demands: Analytical and Problem Solving, Confidentiality, Constant Interruptions, Customer Contact, Detailed Work, Language, Math, Multiple Concurrent Tasks, Reading (documents or instruments), Reasoning, Training, Verbal Communication, Written Communication

• Physical Demands: Sitting, Speaking, Squatting, Stooping, Bending, Standing, Writing, Talk or Hear

• Lifting Requirements: Up to 25 Pounds (Light) -

• Visual Acuity Requirements: Close Visual Acuity (e.g., viewing a computer screen; using measurement devices)

• Noise Conditions: Quiet Noise Conditions, Very Quiet Conditions

WORK ENVIRONMENT

• Self-leadership: Establish objectives and develop and implement short-term and long-term solutions/plans.
  
  Establish priorities and meet frequent and short deadlines. Analyze, define, and assess problems, issues, and needs, and define and take needed actions. Excellent organizational and prioritization skills. Work independently, take initiative, and recommend solutions.

• Communication: Escalate issues to department supervisor appropriately and develop job knowledge across customer base.
  
  Communication skills to effectively present information (oral, written, presentation, documentation). Communication skills to understandably and effectively describe technical requirements to technical and non-technical audiences. Exercise tact and diplomacy in dealing with others and establish and maintain cooperative working relationships.

• Customer Service: Meet client and management expectations by being consistently punctual, reliable, and flexible.
  
  Make complex decisions, understand implications, and anticipate consequences. Develop recommendations and alternative courses of action. Cultivate trust and build successful working relationships with service managers, project managers, and other relevant staff and management in response to constantly changing projects, priorities, resources, and information.
  
  At all times exercise discretion when working with clients. Maintain positive and professional relationships with staff. Read and model the UC Davis Principles of Community. Work with a diverse group of people in such a manner as to build high morale and group commitments to goals and objectives.

• Safety and Stewardship: Accountability for the safekeeping of resources in the employee's care and custody and for following and implementing the cyber-safety guidelines.
  
  Maintain confidentiality of donor and prospect files and other departmental information. Grow knowledge of security principles required for appropriate stewardship of database of record.

• The Smoke and Tobacco Free Environment policy is intended to provide a healthier, safer, and more productive work and learning environment for the entire UC community. The University of California prohibits smoking and tobacco use at all University owned or leased properties, or facilities operated by UC staff or faculty. Smoking and tobacco use are strictly prohibited in indoor and outdoor spaces, parking lots, residential space, and University vehicles. https://ucdavispolicy.ellucid.com/documents/view/271

MINIMUM QUALIFICATIONS

Minimum Education/Experience:

• In-depth experience in managing challenging client interactions through written and verbal communication including documentation and customer communication in incident management systems such as ServiceNow.

• Significant experience writing, developing, and enforcing technical and security related processes and procedures including experience in confidential records and documentation access protocol and rights management.

• Experience translating and synthesizing business needs, system resources, and end-user needs with complex scope to improve existing data entry and input processes.

• Significant experience developing and delivering training via clear, concise, and logical course outlines, training materials, interactive and aggregated reports, proposals, newsletter articles, and announcements using various media and publishing platforms.

• Experience assessing complex relational database functionality, coding, and practices for continual improvement.

Minimum Knowledge, Skills, and Abilities (KSA):

• Demonstrated ability to organize and manage priorities and tasks in order to self-manage along with judgement to determine when and how to escalate to supervisor or other leadership.

PREFERRED QUALIFICATIONS

Preferred Education/Experience:

• In-depth experience with information technology and security standards associated with PCI, PII, ITIL, and Educause definitions.

• In-depth experience with data management and access provisioning within CRMs such as Advance Web Experience in a not-for-profit or fund-raising environment.

• Experience developing and testing processes in automation tools such as MicrosoftPowerAutomate and other PowerApps in order to improve efficiency and enhance workflows.

Preferred Knowledge, Skills, and Abilities (KSA):

• Awareness, knowledge, and skill in applying diversity, equity, and inclusion to one's work. A profound belief in the value of a diverse and safe workforce and a commitment to achieve this goal through collaboration and team building, working cooperatively with a diverse group of department and campus constituencies.

SPECIAL REQUIREMENTS

Background Check

This position is a critical position and subject to a background check. Employment is contingent upon successful completion of background investigation including criminal history and identity checks.

Diversity, Equity, Inclusion and Belonging

At UC Davis, we're solving life's most urgent challenges to bring a fuller, healthier, and more resilient world within reach. We grow from every challenge we take on and we don't just maintain - we improve.

We recognize that creating an inclusive and intellectually vibrant organization means understanding and valuing both our individual differences and our common ground. The most comprehensive solutions come from the most diverse minds, and you belong here. As you consider joining UC Davis, please explore our Principles of Community, our Clinical Strategic Plan and strategic vision for research and education, and our latest efforts to outgrow the expected.

The University of California, Davis is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age or protected veteran status.

For the University of California's Affirmative Action Policy please visit: https://policy.ucop.edu/doc/4010393/PPSM-20.

For the University of California's Anti-Discrimination Policy, please visit: https://policy.ucop.edu/doc/1001004/Anti-Discrimination.