Research Analyst

City of Austin • Austin, TX

19h • $26 - $31

About The Position

At the City of Austin, we are more than just an employer—we are a vibrant community dedicated to shaping one of the nation's most dynamic and innovative cities. As we strive to fulfill our commitment as public servants, it is important that we ground our efforts in a set of guiding principles – Empathy, Ethics, Excellence, Engagement, and Equity – anchors in delivering services that significantly impact the lives of Austinites. Joining the City of Austin means embarking on a purposeful career, contributing to the community, and being part of a forward-thinking organization that values every employee. The purpose of this position is to review materials, gather and analyze data, establish prescribed format for tracking data, make recommendation and update information for specific projects. The ideal candidate will be responsible for utilizing research methodologies to gain valuable insights from call center data, service request data, and industry best practices. This role will play a key part in informing decision-making processes and improving operational efficiency within our organization. The Research Analyst will work on special projects and provide support to the Director’s Office. Duties include, but are not limited to, the following: Conduct in-depth analysis of call center data, service request data, and related metrics Utilize various research methodologies to extract meaningful insights. Collaborate with cross-functional teams to gather requirements and define research objectives. Develop and implement research plans and methodologies to address key business questions and challenges. Stay abreast of industry best practices and emerging trends in call center management and waste management services. Prepare and present comprehensive reports and presentations that communicate findings, insights, and recommendations to stakeholders. Work closely with internal teams to translate research findings into actionable strategies and initiatives. Assist in the development and implementation of process improvements based on research insights to optimize service delivery and customer satisfaction.

Requirements

• Graduation with a Bachelor’s degree from an accredited college or university with major coursework in Business Administration, Public Administration, Social Sciences or related field, to include six (6) semester hours involving or related to statistics and one (1) year of experience in a research field or; Master's Degree in Business Administration, Public Administration, Social Sciences or related field.
• Knowledge of statistical methodology.
• Knowledge of city practice, policy and procedures.
• Skill in oral and written communication.
• Skill in handling multiple tasks and prioritizing.
• Skill in using computers and related software.
• Skill in data analysis and problem solving.
• Skill in planning and organizing.
• Ability to establish databases to maintain or track data.
• Ability to conduct presentations.
• Ability to author technical documents.
• Ability to identify variables and utilizing various resources to gather data.
• Ability to work with frequent interruptions and changes in priorities.
• Ability to establish and maintain good working relationships with other city employees and the public.

Nice To Haves

• Experience with data analysis and problem-solving, with the ability to identify trends, patterns, and areas for improvement.
• Experience conducting research, including data mining, statistical analysis, and qualitative research techniques, to gather data and analyze research findings.
• Experience handling multiple tasks and prioritizing, with the ability to adhere to multiple project deadlines.
• Exceptional organizational skills with strong attention to detail.
• Proficiency in using the Microsoft Office Suite, including Outlook, Word, Excel, PowerPoint, Teams, and SharePoint
• Strong written and verbal communication skills with internal and external customers.
• Ability to travel to more than one work location.

Responsibilities

• Gathers data to meet specific project objectives by using various informational sources.
• Assists in planning design instrumentation and research methodology for gathering data.
• Collects information and establishes a database to catalogue, update and retrieve data.
• Analyzes data to determine trend, discrepancies or other specific departmental business issues.
• Coordinates meetings with targeted audiences to identify or clarify departmental issues, which may include committees, consultants, citizen's groups, etc.
• Authors or edits technical reports to provide a summary of findings.
• Manages data using statistical analysis processes and project management techniques.
• Conducts presentations and designs ancillary visual graphics to enhance reporting
• Conduct in-depth analysis of call center data, service request data, and related metrics
• Utilize various research methodologies to extract meaningful insights.
• Collaborate with cross-functional teams to gather requirements and define research objectives.
• Develop and implement research plans and methodologies to address key business questions and challenges.
• Stay abreast of industry best practices and emerging trends in call center management and waste management services.
• Prepare and present comprehensive reports and presentations that communicate findings, insights, and recommendations to stakeholders.
• Work closely with internal teams to translate research findings into actionable strategies and initiatives.
• Assist in the development and implementation of process improvements based on research insights to optimize service delivery and customer satisfaction.

Benefits

• Competitive Benefits : Enjoy a comprehensive compensation package that includes generous leave, work-life balance programs, and extensive benefits.
• Retirement Security : Plan for the future with the City of Austin Employees' Retirement System.
• Sustainable Transportation Options : Commute easily with access to public transit and bike-friendly infrastructure.
• Focus on Wellness : Stay healthy through wellness programs, on-site fitness centers, and mental health support.
• Career Growth : Advance your skills and expertise with professional development and leadership opportunities.
• Working with the City of Austin at Austin Resource Recovery (ARR) provides a number of health and welfare benefits, such as medical, paid leave time, a great retirement plan, training opportunities and more!
• This position is eligible for the Public Service Loan Forgiveness (PSLF) Program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level