Business Systems Analyst

Business Systems Analyst page is loaded## Business Systems Analyst remote type:
Hybrid (telework 3 days or more per week) locations:
Seattle, WAtime type:
Full time posted on:
Posted Yesterday job requisition :
REQ
- ** Job Description
**** Position

Purpose:

** As a University of Washington (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. The 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 (UWIT) is the central IT organization for the University of Washington, providing critical technology support to all three campuses and UW medical centers. This includes information technology and services in: customer experience, data & applications, infrastructure, information security, people & culture, research computing, and strategy & business operations. UWIT collaborates with University partners to advance teaching, learning, innovation, and discovery at the UW.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).The responsibilities of this position are specialized and cannot be absorbed by other team members without significantly impacting service quality, security, and customer satisfaction of both service operations and key initiatives throughout CPP and UW-IT.
** Position Complexities:
** This is a demanding position that requires a high degree of flexibility and self-reliance. As a role that supports the Technology Manager's leadership, this role will require the ability to execute on and make decisions in line with high-level strategy and policy as determined by the TM.
** Position Dimensions and Impact to the University:
** 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.
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* Position Responsibilities:

** Business Analytics (30%):
* 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.

Customer Experience Management (30%):
* 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…