Service Delivery Analyst

About UsThe University System of Georgia (USG) is comprised of 25 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.LocationShared Services Center (SSC) - 1005 George J Lyons Pkwy Sandersville, GA 31082Job SummaryThe 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 changesResponsibilitiesThe role involves designing, creating, and monitoring data to measure progress against strategic and operational goalsKey responsibilities include evaluating quality controls, managing efficiency, analyzing outcomes, and adapting strategies to align with operational changesResponsibilities Research, collect, create, monitor, track, and report key performance metrics to improve operational efficiencyAnalyze operations and relevant data using appropriate methodsCreate queries for large datasets, define report requirements, and develop visual reportsGenerate reports, dashboards, and scorecards, collaborating with leadership to ensure accuracy and relevanceDevelop and analyze operational data for regular and ad hoc reporting, identifying risks and concernsWork with the Continuous Improvement Project Manager to analyze business problems and opportunities, identifying root causes and trendsManage the use and delivery of operational, financial, market research, and governmental data to meet strategic goalsSupport data-driven projects as directed by leadershipAnalyze third-party or vendor relationships continuouslyCollaborate with internal and external stakeholders to assess information needs and requirementsAdvise colleagues on research and market trends to support operational and strategic decisionsIdentify training opportunities and facilitate knowledge transfer to improve processesSupport functional resources, initiatives, and eventsAssist with data imports, exports, and analysisPropose new techniques and technologies to support business goalsMaintain data integrity across university systemsDevelop and implement quality control procedures to ensure data qualityAnalyze data for compliance and behavioral patterns, addressing quality issuesMonitor and implement actions to uphold quality standardsEnsure compliance with industry and regulatory standardsContinuously update knowledge on rules, regulations, tools, and best practices in data analytics and quality controlPerform other duties as assigned Required QualificationsMinimum Qualifications Bachelor's Degree in statistics, business, computer science, mathematics, data analytics, or related fieldAt least 3 years of experience in statistical analysis, data analysis, or related areasExperience working with large datasets, data extraction, and manipulationExperience in report writing and business process analysisEducational RequirementsBachelor's degree required.Other Required QualificationsOr equivalent combination of education and experience.Required ExperienceOver three years of related experience required.Knowledge, Skills, & AbilitiesKNOWLEDGE1. Knowledge of USG internal operations business procedures.2. Knowledge of relational database management systems.3. Knowledge of process improvement principles.4. Knowledge of project management principles.5. Knowledge of software development lifecycles and approaches.6. Knowledge of functionality testing procedures.7. Knowledge of end user training and support principles.8. Knowledge of database management concepts.9. Knowledge of change management processes.10. Knowledge of database programming and scripting principles.11. Knowledge of Board of Regents policies and procedures.SKILLS12. Skill in collaborating with multiple constituents.13. Skill in decision making and problem solving.14. Skill in the provision of support to end users.15. Ability to respond diplomatically to sensitive and critical issues.16. Ability to effectively multi-task.USG Core ValuesThe University System of Georgia is comprised of our 25 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 EmploymentOffers 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 OpportunityThe 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.Other InformationThis is not a supervisory position.This position does not have any financial responsibilities.This position will not be required to drive.This role is not considered a position of trust.This position does not require a purchasing card (P-Card).This position may travel 1% - 24% of the timeThis position does not require security clearance.Background CheckOffers 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.