Business Systems Analyst

Position Purpose

The University of Washington (UW) is committed to attracting and retaining a diverse staff. This position offers a unique opportunity to support the university's technology needs through critical operations leadership for collaboration services.

Position Complexities

This is a demanding role requiring flexibility and self-reliance. It involves executing on and making decisions aligned with high-level strategy and policy as determined by the Technology Manager.

Position Dimensions and Impact

The position supports UWIT's goal of providing best-in-class information technology services by providing critical business analysis and service management support for Microsoft and Google productivity applications. It plays a crucial role within the team, ensuring these systems remain operational and minimizing service disruptions.

Position Responsibilities

• Business Analytics (30%)

  • Provide business-critical data and analytics on UW’s Productivity services and their related daily operations.
  • Coordinate communications with Microsoft / Google product representatives to ensure updates and changes are appropriately communicated and deployed to UW users.
  • Write, edit, and publish documentation about solutions for technical and non-technical audiences.
  • Conduct analysis of user needs, identify and document use cases, workflows, and common challenges.

• Customer Experience Management (30%)

  • Delegate and coordinate customer support ticket processing across the team to ensure high quality, timely processing and communication with customers.
  • Communicate with customers via support ticket responses to ensure high customer satisfaction and to perform de-escalation as necessary.
  • Develop and coordinate support ticket response strategy in collaboration with the Customer Experience and Tier 2 User Support teams.

• Support Daily Operations (20%)

  • Delegate development and support tasks across team members to maximize strategic utilization of team resources.
  • Ensure timely and quality completion of projects and customer ticket processing.
  • Provide operational visibility to the Technology Manager and enable key strategic decisions via daily reporting on support ticket resolution and project progress/status.
  • Advise the Technology Manager on subjects related to daily operations and incident management to support development of service delivery strategy and policy.

• Project Management (20%)

  • Ensure consistent task tracking and progress updates for team project work on daily/weekly schedules (as appropriate).
  • Perform complex task scheduling across the team for multi-departmental, multi-disciplinary projects.
  • Manage team’s resource capacity to ensure timely completion of critical development projects.

Minimum Qualifications

• Bachelor's Degree in Project Management, Informatics, Computer Science, or related field/degree, or equivalent experience.
• Minimum 4 years of experience.

Compensation, Benefits and Position Details

Pay Range: Minimum $87,984.00 annual, Maximum $142,980.00 annual.
Benefits: Visit this link for more information.
Shift: First Shift (United States of America)
Temporary or Regular?: This is a regular position
FTE (Full-Time Equivalent): 100.00%

Union/Bargaining Unit: Not Applicable

About The UW: Working at the University of Washington provides a unique opportunity to change lives – on our campuses, in our state and around the world. UW employees bring their boundless energy, creative problem-solving skills and dedication to building stronger minds and a healthier world.