As a UW employee, you have a unique opportunity to change lives on our campuses, in our state and around the world. UW employees offer their boundless energy, creative problem solving skills and dedication to build stronger minds and a healthier world. UW is Committed to attracting and retaining a diverse staff, your experiences, perspectives and unique identities will be honored at the University of Washington. Together, our community strives to create and maintain working and learning environments that are inclusive, equitable, and welcoming.

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 (CSS) is a full-service organization providing 24x7x365 support to UW faculty, staff, and students within the ITIL service management framework. We are the liaisons between UW-IT and the University, representing UW-IT and advocating on behalf of our customers. CSS operates the Service Center assisting the UW community; monitors and troubleshoots University systems and applications; and collaborates with UW partners to develop strategic customer solutions.

CSS values and commits to diversity, equity, and inclusion to promote individual growth, professional excellence, cultural intelligence, and success within our community. CSS fosters a climate of mutual respect, applying innovative solutions drawing upon our strengths.


The Program Operations Analyst role is responsible for providing analytical support to UW-IT tool users and UW-IT service teams by analyzing data, compiling reports, and driving processes that focus on improving customer experience. The Program Operations Analyst will create, maintain, and optimize regular reports via ServiceNow on UW-IT service and support activities, and will also work with leadership to establish metrics and monitor achievement of performance targets. The Analyst will also lead projects that involve working across the organization to gather data requirements, identify reporting inefficiencies and producing new 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.

REQUIREMENTS:

Bachelor’s Degree in Business Administration, Information Science, Computer Science, Mathematics, Statistics, or related field or experience.

3 years’ experience in analyst or other roles requiring quantitative analysis and report preparation.

Strong Microsoft Excel, Tableau and/or Power BI skills to manage complex data.

Demonstrated ability to work with minimal supervision both independently and in a collaborative team environment.

Excellent written/oral communication skills, technical documentation skills, user liaison skills, and personal interaction abilities.

Excellent customer service skills driven by a desire to empower customer success and strong problem ownership orientation.

DESIRED:

Experience with ServiceNow IT Service Management suite, including dashboard and report creation.

Project management experience, including communication of progress, dependencies, and risk mitigation directly with stakeholders and partners.

Demonstrated knowledge of the full suite of Microsoft Office products and G-Suite or Google Collaborative applications.

Experience with relational databases, SQL, SQL query writing.

ITIL Foundations V4 certification equivalent.

This role will join a small team of analysts working in a hybrid work environment.
This is an essential position and is required to report to work remotely when UW suspends operation.

Application Process:The application process 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, 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.