The University of Chicago Shared Services Office (SSO) is a new customer service organization focused on providing user-friendly, high quality and cost effective administrative services to the university community across procure-to-pay, payroll, and human resources. The Service and Quality Management Analyst ("Analyst") will be responsible for monitoring SSO service performance and proactively identifying opportunities for continuous improvement by soliciting improvement ideas from SSO leadership, staff, and other university stakeholders. They will develop project charters to outline the scope and value proposition for each continuous improvement project, prioritize and create implementation plans, seek approval through established governance committees, and manage initiatives from project initiation through project closure. The Analyst will be responsible for coordinating with SSO, central and academic divisions, throughout the lifecycle of each initiative, and manage SSO staff assigned to support the project. During the first year the Analyst will focus on activities supporting the rollout of the Shared Services Office, which will focus on project management of process, technology, and policy updates. The Analyst will also be responsible for maintaining a positive, customer service approach in managing relationships and communication with the university community. The Analyst will be responsible for developing relationships with administrative leaders and staff in central and academic divisions in order to effectively address any issues or concerns. Additional responsibilities include aggregating, collating, and compiling operational data from source systems into key performance indicator (KPI) reports for office leadership. The Analyst will use data and analytical models to identify trends to improve the customer experience, and help to ensure and improve the overall quality of service delivery for the office. Essential Functions:
- Perform project management tasks including planning, estimating and monitoring timelines to ensure on-time completion. - Process and produce documentation such as status reports, minutes and input into project documents such as issue logs, risk logs - Assist project teams with the timely identification, management and resolution of risks and issues. - Assist with project communications across project teams as well as with external stakeholders. - Serve as a source of content development for project support materials, such as briefing documents, talking points, brochures, FAQs, fact sheets, and web site content where appropriate to the success of the project. - Develop, prepare and deliver presentation materials, using the ability to collect disparate information and organize it into a concise, coherent message. - Effectively handle highly sensitive, and often highly confidential, university information using exemplary judgment, tact and diplomacy. - Develop project charters outlining the scope and value proposition for each continuous improvement project, prioritize and create implementation plans, seek approval through SSO established governance committees - Proactively communicate and manage relationships with central and academic administrative leaders - Support Office leadership as a relationship manager for designated Schools/Units/Departments - Conduct client facing meetings on a regular basis to ensure SSO client satisfaction and/or identify opportunities for improvement - Monitor and track operational metrics to identify trends and coordinate with office leadership to identify, implement, and track mitigation actions - Develop analytical models to identify trends to improve the customer experience, and help to ensure/improve the overall quality of SSO service delivery - Perform other related duties
At least two years of Project Management experience Higher education industry or shared services/BPO experience (preferred) Demonstrated proficiency in Microsoft Excel, Word, and PowerPoint
- PMP or related project management credential (preferred) - Demonstrated project management and/or full lifecycle project experience, including implementation of a new solution - Ability to manage competing priorities, work simultaneously on multiple initiatives, and meet deadlines - Demonstrated experience with enterprise finance and/or human resources systems, such as Workday - Familiarity with administrative processes, procedures, and systems in a university setting - Procurement, or Human Resources functional experience (preferred) - Ability to interact courteously with customers and ensure interactions are of a high quality of service - Ability to analyze customer needs through soliciting, evaluating and acting upon customer feedback
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
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