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Operations Analyst

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Position Information

Position Information

Working Title: Operations Analyst
Role Title: General Administration Supervisor I/Coordinator I
Posting Number: SW0170587
About Virginia Tech:

Virginia Tech is a public land-grant university, committed to teaching and learning, research, and outreach to the Commonwealth of Virginia, the nation, and the world. Building on its motto of Ut Prosim (that I may serve), Virginia Tech is dedicated to InclusiveVT—serving in the spirit of community, diversity, and excellence. We seek candidates who adopt and practice the Principles of Community, which are fundamental to our on-going efforts to increase access and inclusion, and to create a community that nurtures learning and growth for all of its members. Virginia Tech actively seeks a broad spectrum of candidates to join our community in preparing leaders for the world.

Position Summary:

The Operations Analyst is a key member of the User Engagement team supporting data management, reporting, problem resolution and work force management. The position designs and conducts data and metrics analysis to support the functions of a continuous 365 day, 24×7 support center operation including planning schedules and ensuring coverage is adequate for operations. The Operations Analyst collects data from multiple sources and provides forecasting and real-time feedback to the management team and to department leadership. This position is responsible for providing operational input into strategic planning and supporting the continuous improvement of support center operations. In addition, this position will recommend and implement operational improvements as well as ensure adherence to operational practices and procedures. This position also acts as a shift lead, providing shift leadership for agents in the support center, including activities such as serving as a point of escalation and knowledge expert, ensuring agents have what they need to effectively execute their duties, and further escalating issues or questions as needed.

Applicants are required to include a sample operations report that you would write after a significant I.T. systems failure, to summarize the event and make recommendations for improved support center operations in the event of a similar failure.

Virginia Tech is unable to sponsor applicants for work visas for this vacancy.

Required Qualifications:

Experience researching and designing data analyses based on research questions; experience aggregating and analyzing data using a variety of reporting tools.

Ability to quickly learn knowledge and leadership responsibilities of a shift lead in a support center, including the rapid development of knowledge expertise on activities and services supported by the support center.

Requires the ability to work professionally and courteously in a high volume and fast paced support center environment.

Outstanding interpersonal, customer support, verbal, and technical writing skills required to document knowledge and share with others and to work with team members to assist in the formation of specific plans of action.

Self-starter with ability to achieve competing, deadline driven priorities; operate independently and without supervision; and collaborate with assigned teams to accomplish organizational goals and objectives is essential.

Bachelor’s Degree in Business Administration, Statistics, or related field or equivalent experience.

Applicants are required to include a sample operations report that you would write after a significant I.T. systems failure, to summarize the event and make recommendations for improved support center operations in the event of a similar failure.

Preferred Qualifications:

Experience in workforce management desired.

Experience with automated call routing and call center technology desired.

Experience generating complex reports.

Experience in higher education and with culturally diverse populations preferred.

Knowledge of Virginia Tech, Virginia Tech IT services and institutional structures preferred.

Experience in a call center, support center, or service desk environment.

Employment Conditions: Emergency Personnel - health & safety related, Alternate work schedule - If other than M-F, 8-5 please describe below, Other (Describe Below)
Must have a conviction check: Yes
Describe Other:

Tue – Saturday, 9a – 6p, on-call requirements, on-call as required including holidays, weekends, and evenings. Schedule subject to change as required by business needs.

This position has been designated as an Emergency Position. The incumbent is required to report to work as scheduled during authorized university closings
Supports use of project management procedures/techniques when participating in a project which has been designated by the department as requiring project management oversight

Employment Comments:
How to Apply for this Job:

For a complete listing of position qualifications, and to apply, please visit www.jobs.vt.edu and search for posting SW0170587.

Employee Category: Staff (Salary)
Appointment Type: Regular
If restricted or temporary, enter end date:
FLSA Status: Non-exempt: Eligible for overtime
Academic Year or Calendar Year: Calendar Year
Percent Employment: Full-time
If part time, enter Percent Time:
Pay Band: 4
Pay Range: Commensurate with Experience
Department: User Engagement
Work Location: Blacksburg
Location, if not Blacksburg:
Location Zip Code: 24061
Work Schedule: Tue - Sat. 9am - 6pm, on-call requirements.
Posting Date: 07/25/2017
Review Begin Date: 09/05/2017
Job Close Date:
Restricted to university employees only? No
Equal Opportunity/Affirmative Action Statement:

Virginia Tech does not discriminate against employees, students, or applicants on the basis of age, color, disability, gender, gender identity, gender expression, national origin, political affiliation, race, religion, sexual orientation, genetic information, or veteran status; or otherwise discriminate against employees or applicants who inquire about, discuss, or disclose their compensation or the compensation of other employees, or applicants; or any other basis protected by law.

For inquiries regarding non-discrimination policies, contact the executive director for Equity and Access at 540-231-2010 or Virginia Tech, North End Center, Suite 2300 (0318), 300 Turner St. NW, Blacksburg, VA 24061.

Reasonable Accommodation Statement:

If you are an individual with a disability and desire accommodation please contact the hiring department.

Quick Link: http://listings.jobs.vt.edu/postings/78294

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Do you have an Interagency Placement Screening Form (Yellow Form) as issued under Policy 1.30 Layoff? (Commonwealth of Virginia Employees Only)
    • Yes
    • No
  2. * Do you have a Preferential Hiring Form (Blue Form) as issued under Policy 1.30 Layoff? (Commonwealth of Virginia Employees Only).
    • Yes
    • No
  3. * How did you first learn about this job opening?
    • Chronicle of Higher Education - online
    • Chronicle of Higher Education - print
    • Higher Ed Jobs (www.higheredjobs.com)
    • Higher Education Recruitment Consortium - HERC (www.hercjobs.org)
    • Diverse Jobs (www.diversejobs.net)
    • Insight Into Diversity (www.careers.insightintodiversity.com)
    • Indeed (www.indeed.com)
    • Roanoke Times Online (www.jobs.roanoke.com)
    • Commonwealth of Virginia Jobs (www.jobs.virginia.gov)
    • Virginia Tech job site (www.jobs.vt.edu)
    • Facebook
    • LinkedIn
    • Twitter
    • Job Fair (please describe below)
    • Journal (please describe below)
    • Listserv (please describe below)
    • Newspaper - print (please describe below)
    • Professional Conference (please describe below)
    • From a friend/acquaintance not associated with Virginia Tech (please name below)
    • From a Virginia Tech employee/representative/recruiter (please name below)
    • Veteran related event/site (please describe below)
    • Virginia Employment Commission - VEC
    • Other Virginia Tech affiliated website (please describe below)
    • Other job board such as Simply Hired, Career Builder, etc. (please describe below)
    • Other - Not listed (please describe below)
  4. Please describe recruiting source identified in previous question (if applicable):

    (Open Ended Question)

Required Documents

Required Documents
  1. Resume/Curriculum Vita
  2. Cover Letter
  3. List of References
  4. Other Doc
Optional Documents