Systems Analyst, Technician -and- Concierge Service

Location: Cincinnati, OH

Job :1395

# of Openings:1

The Performance & Systems Analyst provides the data, technology, reporting, and workflow infrastructure for Cincinnati State’s Technician Earn-and-Learn Concierge Service. The Analyst administers the employer CRM and related systems; monitors pipeline, service, application, enrollment, milestone, satisfaction, and quality data; prepares required reports and dashboards; and identifies operational risks and opportunities for improvement.

The position turns program activity into reliable management information while reducing administrative burden on employer-facing staff. Success requires both technical skill and operational judgment: the Analyst must understand how employers move through the service lifecycle, recognize incomplete or inconsistent records, communicate findings clearly, and design tools that help the team act before employers stall or milestone documentation is delayed.

• Configure, administer, and maintain the CRM and related intake, assessment, referral, application, milestone, satisfaction, and reporting workflows.
• Develop user-friendly fields, forms, status definitions, task prompts, alerts, templates, and automation that support consistent service delivery and employer follow-up.
• Manage appropriate user access, system documentation, change control, and data-handling practices in coordination with Information Technology and institutional requirements.
• Provide staff training, job aids, troubleshooting, and ongoing support for CRM, dashboards, digital forms, secure records, and approved collaboration tools.

• Monitor employer records for completeness, accuracy, timeliness, duplication, and consistency; work with staff to resolve missing or conflicting information.
• Maintain reliable definitions and tracking for lead source, employer eligibility, region, industry, size, service activity, application status, pathway, participant enrollment, milestone progress, referral outcome, satisfaction, risk, and next action.
• Develop quality-control routines and exception reports that identify overdue follow-up, stalled employers, incomplete applications, documentation gaps, missed milestones, and other service risks.
• Support portfolio and caseload reviews by providing current information on volume, complexity, service intensity, response time, and staff capacity.

• Create and maintain dashboards and operational reports for employers served, outreach and conversion, incentive applications, programs launched or scaled, participants enrolled, milestone conversion, employer satisfaction, regional coverage, response time, referral quality, and data quality.
• Prepare accurate, timely employer-level activity logs, satisfaction results, performance reports, and supporting documentation required by Jobs Ohio and the Concierge Lead.
• Reconcile information across systems and collaborate with Finance, Institutional Research, program staff, and external partners to validate reported results.
• Maintain reporting calendars, data dictionaries, documentation standards, and auditable records of definitions, calculations, corrections, and submissions.

• Analyze pipeline patterns, service utilization, employer progression, referral outcomes, applications, milestones, satisfaction, and regional participation to identify trends and improvement opportunities.
• Translate analysis into concise, practical recommendations for the Program Director and Executive Sponsor.
• Support regular operating reviews, case reviews, performance discussions, and continuous-improvement projects with accurate data and clear visualizations.
• Evaluate whether workflow changes and service improvements produce the intended results and refine tools accordingly.

• Support Microsoft 365, project-management, secure document-management, workflow-automation, and approved AI-assisted administrative tools used by the project team.
• Ensure technology use aligns with institutional privacy, information-security, records-management, accessibility, and data-governance requirements.
• Identify opportunities to reduce duplicate entry, improve employer communication, strengthen data quality, and allow Advisors to spend more time in direct employer service.
• Document and communicate system changes, limitations, risks, and business-continuity…