Performance & Systems Analyst, Technician Earn-and-Learn Concierge Service
The Performance & Systems Analyst provides the data, technology, reporting, and workflow infrastructure for Cincinnati State’s Technician Earn-and-Learn Concierge Service. The Analyst administers the employer CRM and related systems; monitors pipeline, service, application, enrollment, milestone, satisfaction, and quality data; prepares required reports and dashboards; and identifies operational risks and opportunities for improvement.
The position turns program activity into reliable management information while reducing administrative burden on employer-facing staff. Success requires both technical skill and operational judgment: the Analyst must understand how employers move through the service lifecycle, recognize incomplete or inconsistent records, communicate findings clearly, and design tools that help the team act before employers stall or milestone documentation is delayed.
Essential Duties and Responsibilities
CRM and systems administration
- Configure, administer, and maintain the CRM and related intake, assessment, referral, application, milestone, satisfaction, and reporting workflows.
- Develop user-friendly fields, forms, status definitions, task prompts, alerts, templates, and automation that support consistent service delivery and employer follow-up.
- Manage appropriate user access, system documentation, change control, and data-handling practices in coordination with Information Technology and institutional requirements.
- Provide staff training, job aids, troubleshooting, and ongoing support for CRM, dashboards, digital forms, secure records, and approved collaboration tools.
Data quality and employer pipeline management
- Monitor employer records for completeness, accuracy, timeliness, duplication, and consistency; work with staff to resolve missing or conflicting information.
- Maintain reliable definitions and tracking for lead source, employer eligibility, region, industry, size, service activity, application status, pathway, participant enrollment, milestone progress, referral outcome, satisfaction, risk, and next action.
- Develop quality-control routines and exception reports that identify overdue follow-up, stalled employers, incomplete applications, documentation gaps, missed milestones, and other service risks.
- Support portfolio and caseload reviews by providing current information on volume, complexity, service intensity, response time, and staff capacity.
Performance measurement and reporting
- Create and maintain dashboards and operational reports for employers served, outreach and conversion, incentive applications, programs launched or scaled, participants enrolled, milestone conversion, employer satisfaction, regional coverage, response time, referral quality, and data quality.
- Prepare accurate, timely employer-level activity logs, satisfaction results, performance reports, and supporting documentation required by JobsOhio and the Concierge Lead.
- Reconcile information across systems and collaborate with Finance, Institutional Research, program staff, and external partners to validate reported results.
- Maintain reporting calendars, data dictionaries, documentation standards, and auditable records of definitions, calculations, corrections, and submissions.
Analysis and continuous improvement
- Analyze pipeline patterns, service utilization, employer progression, referral outcomes, applications, milestones, satisfaction, and regional participation to identify trends and improvement opportunities.
- Translate analysis into concise, practical recommendations for the Program Director and Executive Sponsor.
- Support regular operating reviews, case reviews, performance discussions, and continuous-improvement projects with accurate data and clear visualizations.
- Evaluate whether workflow changes and service improvements produce the intended results and refine tools accordingly.
Technology, privacy, and responsible innovation
- Support Microsoft 365, project-management, secure document-management, workflow-automation, and approved AI-assisted administrative tools used by the project team.
- Ensure technology use aligns with institutional privacy, information-security, records-management, accessibility, and data-governance requirements.
- Identify opportunities to reduce duplicate entry, improve employer communication, strengthen data quality, and allow Advisors to spend more time in direct employer service.
- Document and communicate system changes, limitations, risks, and business-continuity procedures.
Team and partner support
- Work closely with the Program Director and Concierge Advisors to understand service-delivery needs and translate them into effective systems and reports.
- Coordinate with JobsOhio, the Concierge Lead, JobsOhio Network partners, and institutional units on data exchange, definitions, reporting, and system integration as authorized.
- Participate in required training and the Concierge Lead’s monthly community of practice; incorporate applicable statewide guidance into local tools and reporting.
- Protect employer, participant, and institutional information and exercise sound judgment when handling sensitive or confidential data.
Minimum Qualifications
- Bachelor’s degree in data analytics, information systems, business, public administration, economics, research, operations, or a related field; an equivalent combination of education and directly relevant experience may be considered.
- Three years of experience in CRM administration, data analysis, performance measurement, reporting, business-process improvement, program operations, or a related area.
- Demonstrated ability to organize, validate, analyze, and explain data from multiple sources with a high degree of accuracy.
- Experience creating operational reports, dashboards, data-quality controls, and documented workflows.
- Proficiency with Microsoft Excel and Microsoft 365; experience with CRM, visualization, database, automation, or project-management tools.
- Strong analytical, written, verbal, training, troubleshooting, and cross-functional collaboration skills.
Preferred Qualifications
- Experience with Power BI or a comparable visualization platform and with Microsoft Power Platform or comparable workflow tools.
- Experience supporting a grant-, contract-, workforce-, education-, economic-development-, or employer-services program.
- Knowledge of employer pipelines, case management, incentive applications, workforce outcomes, milestone tracking, or satisfaction measurement.
- Experience with data dictionaries, audit-ready documentation, privacy and security controls, or system implementation.
- Experience using AI-assisted administrative tools responsibly within organizational privacy and data-governance requirements.
Core Competencies Accuracy and attention to detail
Systems thinking and process design
Analytical reasoning and problem-solving
Data visualization and clear communication
CRM and workflow administration
Service orientation and user support
Discretion and data stewardship
Organization and deadline management
Collaborative and adaptable work style
Work Schedule and Conditions
- Work is primarily performed in an office or virtual environment, with periodic attendance at Cincinnati State, partner, employer, training, or program locations.
- Occasional schedule flexibility may be required to meet reporting deadlines, support events, or resolve time-sensitive system issues.
- Reasonable accommodations will be provided consistent with applicable law.
This position description is intended to describe the general nature and level of work performed. It is not an exhaustive list of all duties, responsibilities, or qualifications. Duties may be modified as program needs evolve.
Details: This grant starts in fiscal year 2026-27. It runs for 2 years and may be renewed.
Reports To: Program Director, Technician Earn-and-Learn Concierge Service
Minimum Compensation: $35.00 per hour
Contract Affiliation: Non-Bargaining
Status: Part-time
Classification: Exempt
CINCINNATI STATE IS AN E-VERIFY EMPLOYER:
If you're hired, you must complete a Form I-9, which verifies your identity and your legal right to work in the U.S.
You'll need to provide original, acceptable documents—no photocopies—to complete the I-9 process.
A list of acceptable documents can be seen here: USCIS I-9 website
STATEMENT OF COMMITMENT
- The institution declares that it will educate students by means of free, open, and rigorous intellectual inquiry to seek the truth.
- The institution declares that its duty is to equip students with the opportunity to develop the intellectual skills they need to reach their own, informed conclusions.
- The institution declares its commitment to not requiring, favoring, disfavoring, or prohibiting speech or lawful assembly.
- The institution declares it is committed to create a community dedicated to an ethic of civil and free inquiry, which respects the autonomy of each member, supports individual capacities for growth, and tolerates the differences in opinion that naturally occur in a public higher education community.
- The institution declares that its duty is to treat all faculty, staff, and students as individuals, to hold them to equal standards, and to provide them equality of opportunity, with regard to those individuals' race, ethnicity, religion, sex, sexual orientation, gender identity, or gender expression.
