Careers

Job Summary:

Reporting to the Director, Service and Quality, the Business & Data Analyst provides business, operations, data analytics, project management and customer engagement support.  This position will support data analytics and general customer engagement activities like project management, customer issues resolution and any other activities as delegated by the Director, Service & Quality. Specifically, help drive the Services & Quality and overall UPST strategic agenda, research and propose leading practice processes to improve the operation of Service & Quality.   

Essential Functions:

• Support the Data & Analytics function with the development of data models, that support the creation on visually interactive and actionable dashboards using data visualization tools.
• Analyze and understand data and identify data issues and anomalies, document them and work with IT professionals to put processes in place to correct them.
• Acquire data from primary or secondary data sources and maintain databases/data systems.
• Identify, analyze, and interpret trends or patterns in complex data sets.
• Filter and "clean" data by reviewing computer reports, printouts, and performance indicators to locate and correct code problems.
• Provide phone, email, and online customer support to internal and external procurement, accounts payable, contracts, sourcing, and procurement technology.
• Work closely with the UPST Leadership and process owners in driving their strategic improvement initiatives with regards to impact on end-users.
• Work closely with the Director of Service and Quality and other team members to develop and implement customer engagement and satisfaction strategies.
• Research issues needing resolution and develop solutions that comply with all applicable UPST processes, procedures, and policies.
• Recognize pre-determined triggers for escalation as well as the ability to search the knowledge base and provide clear directions based on defined solutions.
• Drive resolution of escalated issues of a more complex nature to functional team members and process owners as needed.
• Document all reported issues and proposed resolutions according to established standard operating procedures.
• Lead and support project management activities for the Service and Quality Team.
• Build competencies across the procurement platform to potentially be elevated into other roles that serve Operations, Training and Comms, Strategic Sourcing functions.

Other Functions:

• Perform other duties as may be assigned.

Minimum Qualifications (Knowledge, Skills, Abilities, Education, Experience):

• Bachelor’s degree in business or a closely related field or equivalent experience.
• Minimum of 1-3 years of work experience in a business, data analytics, project management, and customer service environment.
• Able to coordinate multi-task effectively across various communication channels.
• Effective communication (oral & written), interpersonal and leadership skills.
• Strong project management skills.
• Strong data and business analytics skills.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience):

• Master’s degree in Business or a closely related field
• Knowledge of software such as Salesforce, Tableau, Python, Windows and Microsoft products: Word, Excel, Outlook and PowerPoint or equivalent
• Internet navigation skills and the proven ability to quickly learn new systems

Working Conditions:

• Typical office environment
• Must be able to travel occasionally to all UMass campuses and the Boston central office
• Hybrid work schedule

Additional Details:

Salary commensurate with experience up to $60,000.