Business Systems Analyst

University of Washington•Seattle, WA

About The Position

This position is a critical, multi-faceted support role essential for the daily operational stability and strategic growth of several key collaboration services. The role provides crucial operations leadership for the MSCA service (which includes UW Office 365, Power Platforms, and Exchange Online) and the Google Collaborative Applications service (which includes Google Workspace, Gmail, and Google Drive). This position supports UWIT's objective of providing best in class information technology services to all UW users by providing critical business analysis and service management support for all Microsoft and Google productivity applications. The Productivity Platforms team (which supports Office 365, Exchange Online, and Google Workspace) provides mission-critical productivity applications used by every student, staff member, and patient throughout UW's various campuses and medical centers. This position plays a crucial support role within the team, empowering and enabling the team's engineering staff to keep these systems operational and minimize service interruptions.

Requirements

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

Responsibilities

Provide the Technology Manager and department/division leadership with business-critical data and analytics on UW’s Productivity services and their related daily operations.
Perform analysis on services and service usage to help inform overall product development strategy and focus PPLAT’s limited development resources on products and features most impactful across the University.
Coordinate communications with Microsoft / Google product representatives to ensure updates and changes to Office 365 and Google Workspace products 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.
Delegate and coordinate customer support ticket processing across the team to ensure high quality, timely processing and communication with customers.
Provide coaching and mentorship to Engineering staff to develop customer service and communication skills.
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.
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.
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.
Provide visibility on work status and project/task progress tracking for department and division leadership.
Manage team’s resource capacity to ensure to timely completion of critical development projects.