Process Improvement Analyst

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JOB DESCRIPTION AND POSITION REQUIREMENTS:

The Office of Enterprise Change and Transformation is seeking a Process Improvement Analyst (Business Analyst) for the Enterprise Constituent Relationship Management (ECRM) Initiative. The Process Improvement Analyst will work with the ECRM project team to 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 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:

• Lead and generate critical to quality/voice of customer assessments

• Identify risks and impacts and develop mitigation plans

• Develop business and operating models (includes resource management, strategy analysis, organization/unit strategic roadmapping, process flow models/diagrams, data flow models/diagrams, systems flow models/diagrams, architecture/eco-system models/diagrams, etc.) for current and future state

• Identify metrics/Key Performance Indicators (KPI), develop data collection plans, conduct measurement system analysis, and execute data analyses to establish baseline metrics/KPIs

• Define requirements (high-level and detailed) and conduct benchmarking/research

• Define and document use cases and test cases, and develop and execute test plans (schedule/scope/resources/plan performance) to ensure quality assurance

• Produce pilot plan, and lead and conduct pilot and user testing

• Train/mentor users and stakeholders on quality management

• Generate functional and technical specifications and documenting user experience specifications

• Perform root cause, gap, and statistical analyses

• Use Lean techniques to improve processes, services, and business designs

• Conduct solution comparisons/analyses to evaluate, select, and optimize best solutions

• Write business cases/justifications and executive summaries,including financial modeling, budgeting and forecasting, total cost of ownership, cost savings/avoidance analyses, return on investment, and variance analysis

• Collaborate with external and internal stakeholders

• Bridge information from technical staff to the user community 

• Establish process and audit controls, service/process monitoring plans, SOPs, and reporting metrics/KPIs for continuous improvement

• Develop and execute training and control plans (schedule/scope/resources/plan performance)

• Identify, track, and manage improvement opportunities to ensure completion and reporting on outcomes 

• Perform post-improvement analysis and train managers/leads/users on process improvement foundations, setting and managing audit/control plans, resource allocation/capacity management, KPI/metric analysis and tracking, and establishing a continuous improvement plan

• Generate and distribute reports and presentations to all levels within the organization

• Lead stakeholders through phases of change

• Analyze existing processes in comparison with improved or proposed processes to identify gaps and/or necessary changes

Education and experience:

This position will be filled at an Advanced or Senior level, 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 Intermediate level. Additional experience and/or education and competencies are required for higher level jobs. Certified Lean Six Sigma Green Belt is strongly preferred.

The desired skills for this position include:

• Extensive process design and analytical 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

• Ability to work in a virtual environment, using virtual collaboration tools

• Experience with Salesforce preferred, but not required

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.

The pay range for this position, including all possible grades is:

$68,200.00 - $115,100.00

Salary Structure - additional information on Penn State's job and salary structure. 

CAMPUS SECURITY CRIME STATISTICS:

Pursuant to the Jeanne Clery Disclosure of Campus Security Policy and Campus Crime Statistics Act and the Pennsylvania Act of 1988, Penn State publishes a combined Annual Security and Annual Fire Safety Report (ASR). The ASR includes crime statistics and institutional policies concerning campus security, such as those concerning alcohol and drug use, crime prevention, the reporting of crimes, sexual assault, and other matters. The ASR is available for review here .

Employment with the University will require successful completion of background check(s) in accordance with University policies. 

EEO IS THE LAW

Penn State is an equal opportunity, affirmative action employer, and is committed to providing employment opportunities to all qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. If you are unable to use our online application process due to an impairment or disability, please contact 814-865-1473.

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