Under the direction of the Manager for Housing Systems & Operations in University & Community Housing Services (UCHS), the Housing Services Analyst is responsible for analysis, design, construction, and maintenance of the University housing contract allocation systems in both the residence halls and apartments to ensure consistency, equity, and efficiency for internal and external users. Serves as a primary liaison with the Administrative & Residential Information Technology (ARIT) staff to align data management practices with operational needs of the UCHS staff and the customer. This position analyzes current and historical contract data for reports and departmental planning purposes, trains staff on the use of necessary computer programs and software, and works collaboratively with the Manager(s) to establish goals for the unit. Additionally, the Analyst is responsible for billing of ad hoc, daily, monthly, and yearly University Housing charges as well as the monitoring collections and implementing efforts to reduce write-off charges for more than 10,000 residents.
Problem-Solving - Ability to analyze and solve complex problems.
Knowledgeable, experienced, and enthusiastic computer user, experience with processing flow, and troubleshoot issues.
Data Analysis - Experience with data analysis, reporting, and interpretation of data analysis to end users.
Technical Expertise - Experience with Excel and relational databases.
High level of experience with technology, and an ability to learn new software/systems quickly.
Experience in college/university housing assignments systems, with residential, conference or hospitality management software.
Experience with MS Access and SQL; advanced Excel skills.
Customer Service/Communication - Excellent customer service, as well as written and oral communication skills.
Teamwork - Ability to work both independently and collaboratively with others.
Organization - Ability to work with little supervision, to establish priorities and manage time to balance workload and meet deadlines.
Organized and detail-oriented, able to track a problem through many contexts to a final resolution.
Flexibility to adapt to change.
Familiarity with UCSB policies as well as on-line systems such as STAR, BARC and OFAS Zones.
Experience with advanced database reporting platforms, such as Telerik and Crystal Reports.
- Ability to create, update, and delete data from databases using SQL statements.
Special Conditions of Employment
A little help? Go to Driver's License Requirements or Background Check Guidelines
Satisfactory criminal history background check
Other Special Conditions of Employment
Other Recruitment Notes
Optional Applicant Documents
Other Document (1)
Other Document (2)
Other Document (3)
Required Applicant Documents
FLSA Exemption Status
A little help? Go to Exempt vs. Non-Exempt Employees
CBU (Collective Bargaining Unit)
99 - Non-Represented (PPSM)
ERC (Employee Relations Code)
Business Systems Analysis
End Date for Other Appointment Type (e.g., Contract or 18-month Career)
Type of Supervision Received
A little help? Go to Degree of Supervision
Knowledge, Skills and Abilities
Continuously=Activity occurs > 66%
Frequently=Activity occurs 33% to 66%
Occasionally=Activity occurs < 33%
Not Applicable=Activity does not exist
Reach above shoulder level
Other (please specify activity)
Frequency of Other Activity
Light lifting (< 20 lbs)
Moderate lifting (20-50 lbs)
Heavy lifting (>50 lbs)
Light pushing/pulling (< 20 lbs of force)
Moderate pushing/pulling (20-50 lbs of force)
Heavy pushing/pulling (>50 lbs of force)
Reason and Analyze
Other (please specify activity)
Frequency of Other Activity
Is exposed to excessive noise
Is around moving machinery
Is exposed to marked changes in temperature and/or humidity
Is exposed to dust
Is exposed to fumes
Is exposed to gases
Is exposed to radiation
Is exposed to microwave
Drives motorized equipment
Works in confined quarters
Other (please specify activity)
Frequency of Other Activity
Total Percentage of Duties:
Analysis of Contract Allocation Systems/Processes
- Analyzes current contract systems, applications, and allocation processes to develop new and improved methods and procedures. Meets regularly with the Manager(s) of Assignment Services to continue understanding the needs of student residential populations, and provides ongoing development and support of dynamic systems that meet those needs. Creates and maintains process documentation and operation manuals.
- Evaluates, designs, constructs, implements, monitors and troubleshoots the application and contract processes in accordance with departmental objectives for a population totaling more than 10,000 residents. Ensures that processes serve the specific needs for diverse populations served by University housing including new first-year freshmen, junior-level transfer students, new graduate students, students with families, continuing students in all categories, Education Abroad Program reciprocity students, UCSB Extension students, readmitted students, Summer Session students and post-doctoral researchers.
- Thoroughly tests application, contract, and allocation systems before processes open to ensure utility, reliability, and quality of previously untested systems. Resolves faulty segments and error messages with edits to data settings and templates to ensure no negative impact to the user. Informs internal and external staff when processes are complete and active, and assists with ongoing support as needed.
- Consults with UCHS Managers to determine exceptions to eligibility standards and guidelines for new student populations. Determines eligibility of applicants for contract and lottery processes using judgment based on data base information and supporting documentation supplied by applicants. Conforms all processes to ensure adherence to policies and eligibility criteria by defining access through technical parameters.
- In consultation with the UCHS
Managers, analyzes and coordinates new and ongoing allocation processes and associated deadlines to ensure programs are set to reflect departmental priorities in regards to special populations and all other student residents, as well as allow for sufficient time for multi-step verification processes. Prepares and disseminates associated calendars as appropriate and is the point person for communicating any changes to timelines.
- Analyzes and executes process for holding spaces and allocating special guarantees in residence halls and apartments during each contract process. Informs supervisors and advises staff on processes to allocate these special guarantees.
- Coordinates the implementation of UCHS processes in line with the timelines of ARIT, Business and Financial Services (BFS), and the Billing Accounts Receivable Collections (BARC) unit's processes to ensure timely and accurate billing of student residents in University housing, and safeguard against additional financial confusion for students.
Design/Maintenance of User Interface
- Coordinates regular interfaces of student data from other University departments (Admissions, Graduate Division, Registrar, Financial Aid, Colleges, BARC, etc.) within UCHS data management systems. Ensures FERPA guidelines are being followed in the transfer of data, and fixes any import issues. Designs Crystal Reports and Telerik Reports in order to make data accessible to staff.
- Architects customized forms, applications, and templates using the Mercury platform through Residential Management Systems' (RMS) web-based student housing management software. Responsible for building and maintaining custom housing applications, contract processes requiring electronic signatures, and student self-assignment templates. Performs critical role of maintaining software during high-volume contract cycles and immediately resolving issues that arise. Is considered an expert to consult for technical process questions and advises staff on effective use of Mercury.
- Reviews internal and external user templates, applications, forms, and other communications in order to ensure consistency between processes and efficiency for the user. Resolves any issues or inconsistencies found, and updates staff of any changes made.
- Designs, maintains, and updates systems for accommodations and petitions related to confidential disability accommodations, residents' financial needs, and exceptions to policies and contractual obligations. Analyzes and executes changes to the University housing contracts and terms and conditions, as needed.
- Administers complex waiting lists for all areas of university-owned housing including Residence Halls, Undergraduate and Graduate Apartments, and Family Student Housing, analyzing a variety of factors including availability, need, differing levels of priority, and eligibility. Utilizes a high degree of judgment to maintain the integrity of policies and the highest level of occupancy, while also providing a high level of customer satisfaction.
- Analyzes changes in RMS product upgrades as they relate to UCHS functions and integrates accordingly. Researches and stays informed about future product development, and proposes avenues to ARIT and UCHS Managers to incorporate unique products and innovative ideas into our systems. Represents University and departmental needs to RMS for program changes and product updates.
Resident Billing Systems and Processes
- Responsible for daily billing of ad hoc charges such as key replacement charges, damages, meal plan changes, contract cancellations, etc. Responsibilities include generation of electronic billing batches with subsequent upload to Billing Accounts Receivable Collections (BARC) billing system, after which housing room and board as well as other charges will post to student perm accounts. Generates billing adjustments, based on contract modifications. Tracks the financial impact of payment plan deferrals and late payments.
- Completes monthly, quarterly and annual billing for room/board and rent for all student residents housed in University facilities. Estimated yearly billing amounting in the tens of millions of dollars, possibly exceeding $100,000,000 annually.
- Generates student activity billings for Residential Housing Association (RHA), Student Apartment Community Council (SACC), Graduate Student Apartments Community Council (GSACC), and Family Student Housing Tenant's Union with electronic upload to resident BARC accounts.
- Develops and maintains annual billing cycles in accordance with campus academic calendar and payment plan billing schedules in consultation with BARC and Financial Aid. Manages a complex set of billing plans, including administration of billing operations for multiple year billing cycles concurrently.
- Produces regular and in-depth financial and statistical analysis of payment plan take rates and occupancy, damage charges, break occupancy, and short-term housing rates and occupancy.
- Monitors eligibility, compliance and payment for residents that receive housing assistance payments through the county/state and federal Housing and Urban Development (HUD) department. Uploads complex HUD billings to BARC, which requires posting client credits and debits on separate BARC account. Resolves discrepancies with "HUD" accounts when required.
- Responsible for coordination of UCHS proactive processes to ensure timely recovery of past due payments from student residents in University housing. This includes collection of late charges for all residents housed in University facilities.
- Monitor BARC reports for amounts owed to University housing after credits, such as payments from individuals or families and financial aid. Maintains and updates late list report, and assists internal staff with running report, late list billing, follow up with residents, and Notices to Pay Rent or Quit. Resolve discrepancies with occupant statistics and booking/billing errors as required.
- Coordinate all debt collection efforts on delinquent accounts: Track aging receivables, communicate with debtors by phone, email, and/or letter (as needed) and negotiate payment plans with debtors prior to write-off, whenever possible. Analyze account transactions designated for write-offs, researching selections for validity and conformity with departmental and campus policies. Design and maintain payment plan system for accountability and tracking of resident debt. Prepare internal budgetary reports specific to impact of delinquent debt and write-offs for UCHS Managers. Monitor collection agency activity received via BARC and audit reports against accounts.
- Develops and maintains billing and collections documentation and operations manual.
Reports, Templates and Other Resources
- Research and maintain all allocation history which includes total number of applications for various populations, return rate, special offers/returns, and all attrition rates.
- Develops operational and informational reports using database query applications (i.e., Crystal Reports) to disseminate student data to other units within Housing, Dining, and Auxiliary Enterprises (HDAE) including, but not limited to, Dining Services, the University Center Post Office, Transportation and Parking Services, as well as departments outside of HDAE such as the University Police and Financial Aid and Scholarships, as needed. Meets with end user of student data to assess if report provides all necessary information, and makes adjustments to report or delivery system as needed. Complies with FERPA guidelines to ensure those receiving information have a legitimate educational interest.
- Writes reports for Residential and Community Living staff using Crystal Reports and Telerik and facilitates publication to Admin Services Info View or Mercury Reports to make residential data accessible in the form of dynamic lists. Reviews, updates, and standardizes reports on a regular basis to ensure programmatic goals are met. Determines with ARIT the folder structure and permission levels of Info View reports to maintain security of resident data.
- Trains UCHS team to use necessary computer processes, software, and business-related product updates, including database management systems (i.e., RMS/Mercury) and query applications (i.e., Crystal Reports).
Advising, Customer Service and Outreach
- In accordance with campus standards, regularly writes and sends mass emails on critical issues to University housing resident population exceeding 10,000 on behalf of UCHS, and at times to the larger student body of UCSB. Provides complex reports that include necessary data fields for messages, and ensures timely delivery of all mass communication.
- Advises residents, prospective residents, parents, staff, and others on all housing and contractual issues, responding to written, email, telephone, and in-person inquiries.
- Examines confidential residency issues/concerns (such as health, disability, family issues, etc.) and attempts to resolve to support unique individual needs. Makes judgments to pursue resolution and/or coordinate referrals to a variety of other campus departments or channels when appropriate, requiring knowledge of departmental and campus policies, procedures, and resources.
- Advises residents on policies and potential options for exceptional requests. Uses independent judgment to either approve exceptions or refer requests to Exceptions Committee.
- Provides information and assistance with room change processes, contract cancellations, and resident information as requested by Assistant Directors, Resident Directors, and Complex Coordinators
- Actively participates in outreach efforts for Spring Insight, Gaucho Transfer Fridays, and Transfer Orientation.