Service Delivery Analyst

University System of Georgia; Atlanta (GA); On-site; USD 70,000 - 110,000; Full time

Job summary

The University System of Georgia's Shared Services Center seeks a Service Delivery Analyst to design, create, and monitor data measuring progress toward strategic goals. This exempt full-time role reports to the Service Delivery Manager and focuses on quality controls, efficiency, and responsive reporting.

You will develop dashboards, scorecards, and ad-hoc reports, collaborate with leadership, and ensure data integrity across university systems while pursuing continuous improvement.

Qualifications

• Bachelor's degree in statistics, data analytics or related field.
• At least 3 years of experience in statistical or data analysis.
• Experience with large datasets, data extraction and manipulation.
• Experience in report writing and business process analysis.

Responsibilities

• Design, create and monitor data to measure progress against goals.
• Evaluate quality controls and manage efficiency.
• Analyze outcomes and adapt strategies to align with operational changes.
• Create queries for large datasets and develop visual reports.
• Generate dashboards and scorecards with leadership alignment.
• Develop and analyze operational data for reporting and risk identification.
• Collaborate with stakeholders to assess information needs.

Skills

Stakeholder collaboration

Decision making

End user support

Multitasking

Education

Statistics/Data Analytics

Job description

Job Title: Service Delivery Analyst

Location: Shared Services Center (SSC) - 1005 George J Lyons Pkwy, Sandersville, GA 31082

Job Summary

The Service Delivery Analyst is an exempt full‑time position that reports to the Service Delivery Manager at the University System of Georgia (USG) Shared Services Center (SSC). This position is charged with the design, creation, and monitoring of data intended to measure progress compared to strategic and operational goals. This position will handle evaluating quality controls and managing efficiency, finding areas of improvement. Comparing intended outcomes with actual outcomes and adapting approach and framework appropriately to align with any operational changes.

Responsibilities

• The role involves designing, creating, and monitoring data to measure progress against strategic and operational goals
• Key responsibilities include evaluating quality controls, managing efficiency, analyzing outcomes, and adapting strategies to align with operational changes
• Research, collect, create, monitor, track, and report key performance metrics to improve operational efficiency
• Analyze operations and relevant data using appropriate methods
• Create queries for large datasets, define report requirements, and develop visual reports
• Generate reports, dashboards, and scorecards, collaborating with leadership to ensure accuracy and relevance
• Develop and analyze operational data for regular and ad‑hoc reporting, identifying risks and concerns
• Work with the Continuous Improvement Project Manager to analyze business problems and opportunities, identifying root causes and trends
• Manage the use and delivery of operational, financial, market research, and governmental data to meet strategic goals
• Support data‑driven projects as directed by leadership
• Analyze third‑party or vendor relationships continuously
• Collaborate with internal and external stakeholders to assess information needs and requirements
• Advise colleagues on research and market trends to support operational and strategic decisions
• Identify training opportunities and facilitate knowledge transfer to improve processes
• Support functional resources, initiatives, and events
• Assist with data imports, exports, and analysis
• Propose new techniques and technologies to support business goals
• Maintain data integrity across university systems
• Develop and implement quality control procedures to ensure data quality
• Analyze data for compliance and behavioral patterns, addressing quality issues
• Monitor and implement actions to uphold quality standards
• Ensure compliance with industry and regulatory standards
• Continuously update knowledge on rules, regulations, tools, and best practices in data analytics and quality control
• Perform other duties as assigned

Required Qualifications

• Bachelor's Degree in statistics, business, computer science, mathematics, data analytics, or related field
• At least 3 years of experience in statistical analysis, data analysis, or related areas
• Experience working with large datasets, data extraction, and manipulation
• Experience in report writing and business process analysis

Knowledge, Skills, & Abilities

Knowledge

• Knowledge of USG internal operations business procedures
• Knowledge of relational database management systems
• Knowledge of process improvement principles
• Knowledge of project management principles
• Knowledge of software development lifecycles and approaches
• Knowledge of functionality testing procedures
• Knowledge of end user training and support principles
• Knowledge of database management concepts
• Knowledge of change management processes
• Knowledge of database programming and scripting principles
• Knowledge of Board of Regents policies and procedures

Skills

• Skill in collaborating with multiple constituents
• Skill in decision making and problem solving
• Skill in the provision of support to end users
• Ability to respond diplomatically to sensitive and critical issues
• Ability to effectively multi‑task

Equal Employment Opportunity

The University System Office is an equal employment, equal access, and equal opportunity employer. It is the policy of the University System Office to recruit, hire, train, and promote persons without regard to an individual's age, color, disability, genetic information, national origin, race, religion, sex, or veteran status as required by applicable state and federal laws. For questions or more detailed information regarding this policy, please contact the University System Office Human Resources at 404.962.3242.