Customer Support Process Analyst Jobs in Florida

Department: Student Services (Campus Central) (40000400)

JOB PURPOSE

The Senior System and Process Analyst plays a critical role in optimizing processes and systems to enhance operational efficiency and service delivery at Campus Central, as well as potentially other support departments. This position involves analyzing current workflows, identifying improvement opportunities, and implementing innovative solutions that align with the Department's strategic goals. The role also requires close collaboration with stakeholders across departments to ensure seamless integration of systems and processes that support the institution’s academic and administrative objectives.

AREAS OF RESPONSIBILITIES

• System and Process Analysis
• Analyze existing systems, workflows, and processes to identify inefficiencies and areas for improvement.
• Conduct needs assessments and gather requirements from team members and stakeholders to ensure solutions align with institutional / departmental goals.
• Evaluate and recommend technology solutions to enhance operational performance.
• Process Improvement and Implementation
• Design and document streamlined workflows and processes to improve efficiency and effectiveness.
• Develop and implement process improvements, ensuring minimal disruption to operations.
• Monitor and evaluate the effectiveness of implemented changes and refine as needed.
• System Support and Integration
• Collaborate with ICT teams to ensure systems are optimized and aligned with institutional requirements.
• Facilitate the integration of new systems or enhancements with existing platforms.
• Provide technical support and troubleshooting for system-related issues.
• Stakeholder Engagement
• Work closely within the department and across the academic and administrative teams to understand their operational needs and challenges.
• Conduct workshops and training sessions to support staff in adopting new systems and processes.
• Serve as a liaison between departments to ensure clear communication and alignment on system changes.
• Data Management and Reporting
• Develop and maintain dashboards, reports, and analytics to track process performance and outcomes.
• Ensure data integrity and security within systems and processes.
• Provide actionable insights to support decision-making.

JOB SPECIFICATIONS MINIMUM ACADEMIC / PROFESSIONAL QUALIFICATION

• Bachelor’s degree in Information Systems, Computer Science, Business Administration, or a related field.
• At least 5 years of relevant experience in process analysis, system implementation, or a similar role, preferably within a higher education or comparable organizational environment.
• Proficiency in system analysis, workflow design, process mapping, and project management software.
• Strong troubleshooting skills using database reporting tools, Microsoft applications, and other technical resources.
• Proficient in data visualization tools such as Power BI to deliver actionable insights.
• Strong analytical abilities to manage complex information, objectively capture user requirements and identify trends.
• Innovative problem-solving skills to develop creative and practical solutions to organizational challenges.
• Exceptional interpersonal and negotiation skills to engage effectively with technical, academic, and administrative stakeholders at all levels, able to understand and influence user requirements to align with organizational goals.
• Skilled in communicating complex issues clearly and guiding stakeholders through change initiatives.
• Strong oral and written communication abilities, including experience in creating and delivering training programs.

COMPETENCIES (BEHAVIOURAL)

• Strong commitment to fostering a customer-centric culture and collaborating effectively in team-based environments.
• Proven ability to work independently, manage multiple projects, and meet deadlines in a fast-paced setting.
• Demonstrates professionalism through courteous behavior, good manners, and adherence to workplace etiquette.
• Embraces diverse perspectives and approaches with an open and adaptable mindset.
• Strong focus on accuracy, precision, and delivering high-quality outcomes.
• Flexible and resilient in adapting to evolving technologies, priorities, and organizational changes.