Job Details

Pennsylvania State University
  • Position Number: 2776650
  • Location: University Park, PA
  • Position Type: Business - Information Systems and Technology

Process Improvement Analyst (Business Analyst)

Penn State IT's Operational Excellence, part of User Success, is seeking a Process Improvement Analyst (Business Analyst). The Process Improvement Analyst will ensure that projects and initiatives are properly supported through requirements gathering, data analysis, stakeholder analysis, communication plans, risk assessments, process improvement and systems analysis, gap analysis, root cause analysis, quality assurance/testing, organizational change management, and project planning. The initial focus of this position will be related to IT Service Management processes and operations, including Major Incidents, Service Foundations, Knowledge Management, Service and/or Process Owner/Management, etc.

The location of this position is flexible and can operate fully remote within the United States, fully in-person at our University Park Campus, or in a hybrid model of both in-person and remote. Standard working hours are in the eastern time zone.

Duties of this position include:
  • Identifying deliverables and developing project/initiative schedules
  • Conducting stakeholder analysis
  • Defining and scoping project/initiative objectives
  • Developing and executing communication plans
  • Defining and managing project/initiative roles and responsibilities
  • Identifying risks and impacts and developing mitigation plans
  • Performing analyses to identify key inputs and outputs to create documentation, including business models/ diagrams (business, process flow, data flow, systems flow, architecture, etc.) for current and future state
  • Identifying metrics/Key Performance Indicators (KPI), developing data collection plans, conducting measurement system analysis, and executing data analyses to establish baseline metrics/KPIs
  • Defining requirements (high-level and detailed)
  • Generating functional and technical specifications and documenting user experience specifications
  • Performing root cause, gap, and statistical analyses
  • Using Lean techniques to improve processes, services, and business designs
  • Conducting solution comparisons/analyses to evaluate, select, and optimize best solutions
  • Writing business cases/justifications, including financial modeling, budgeting and forecasting, total cost of ownership, return on investment, and variance analysis
  • Collaborating with external and internal stakeholders
  • Leading and managing major incidents
  • Bridging information from technical staff to the user community
  • Establishing process and audit controls, SOPs, and reporting metrics/KPIs for continuous improvement
  • Identifying, tracking, and managing improvement opportunities to ensure completion and reporting on outcomes
  • Generating and distributing reports and presentations to all levels within the organization
  • Developing Organizational Change Management (OCM) plans to ensure adoption of organization, process, and/or system changes within projects/initiatives
  • Leading stakeholders through phases of change
  • Analyzing existing processes in comparison with improved or proposed processes to identify gaps and/or necessary changes

    The desired skills for this position include:
  • Extensiveprocess andanalytical skills
  • Ability to interpret and communicate process improvement activities
  • Strong executive presence and ability to interact effectively at all levels of the organization
  • Creative problem-solving and ability to effectively handle multiple projects or initiatives
  • Ability to develop effective business relationships, build consensus, and effectively manage and positively influence change
  • Excellent communication and customer service skills including persuading, influencing, negotiating, and resolving disputes with a wide variety of stakeholders internal and external to the University
  • Attention to detail

    This position will be filled at a level 3 or level 4, depending upon the successful candidate's competencies, education, and experience. Typically requires a Bachelor's degree or higher plus 4 years of related experience, or an equivalent combination of education and experience for a level 3. Additional experience and/or education and competencies are required for higher level jobs.

    This position will require successful completion of standard background checks.

    The Pennsylvania State University is committed to and accountable for advancing diversity, equity, inclusion, and sustainability in all of its forms. We embrace individual uniqueness, foster a culture of inclusion that supports both broad and specific diversity initiatives, leverage the educational and institutional benefits of diversity in society and nature, and engage all individuals to help them thrive. We value inclusion as a core strength and an essential element of our public service mission.

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