This job has expired and you can't apply for it anymore. Start a new search.
Company Name:
Approximate Salary:
Not Specified
Naperville, Illinois
United States
Position type:
Full Time
Experience level:
3-5 Years
Education level:
See ad for details


The Analyst is responsible for system and business process support of multiple systems utilized by functional business groups across multiple higher education institutions supported by the department. The Analyst is expected to be a Subject Matter Expert (SME) of processes and technology for at least two of the following system areas: CRM, Workforce Management, telephony/call center systems, reporting and analytics, and/or other relevant systems.

A successful candidate for this position should have experience supporting business processes and information systems for business groups in higher education, strong communication skills with technical and business colleagues and leaders, knowledge of project management principles and the capacity to learn advanced systems, technology and technical environments in order to apply them to optimize systems processes and improve business efficiencies.

As this position supports a wide range of business, systems and process functions, the successful candidate will lead and manage responsibilities as a system and process Subject Matter Expert (SME) and consultant in at least two of the following areas: Customer Relationship Management, Workforce Management, telephony systems and reporting and analytics. Typical responsibilities may include:

  • Providing regularly scheduled and ad hoc reports from assigned business systems and learning how to develop reports and dashboards using advanced reporting tools such as Cognos BI, MS Power BI and other business intelligence analytical tools.
  • Performing administrative functions, executing, maintaining and delivering process requests, overseeing deliverables and Service Level Agreements (SLAs) for each of the systems assigned to you. This could include setting up system profiles, Q/A testing, tracking/forecasting call volumes and colleague activities, establishing omni-channel system campaigns and other tasks as needed
  • Serving as Subject Matter Expert and consultant with good working knowledge of multiple business and system processes in the following areas: CRM, SIS, Student Finance/AR, Workforce Management, Telephony and Omni-channel systems
  • Working and communicating with business leaders at all levels to identify needs, determining and recommending system and analytic solutions, documenting data requirements and developing reports and/or system processes to support and optimize business performance
  • Serving as liaison with technical teams in IT to communicate business needs, determining level of effort and prioritizing against other initiatives and driving process and system improvements for various system enhancements
  • Documenting and tracking activities associated to different academic partners

Completes other duties as assigned.

  • Bachelor's degree required, Master's degree a plus
  • Strong MS Office skills required, especially with MS Excel
  • 3-5 years of customer service experience preferred working in at least one or more of the following higher education areas: Admissions, Registrar Services, Student Finance or Academic Advising
  • 3-5 years of experience preferred working with CRM, Telephony, Workforce Management, SIS systems processes and/or call center technologies or similar applications
  • Capacity to learn technical systems and environments, interested in developing their technical skills
  • Experience with project and/or change management a plus
  • Detailed-oriented with the ability to work independently, problem solve and drive to solutions
  • Some experience with coding and basic programming languages such as SQL for advanced analytical tools such as Cognos or Crystal reports is a plus
  • Ability to work independently, problem solve and drive to solutions
  • Good written and oral communication problem solving skills.

We are proud to be an EEO employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. Thank you for applying for this outstanding opportunity today.

Apply Here: