Performance & Systems Analyst, Technician Earn-and-Learn Concierge Service at Cincinnati State Technical & Community College — Cincinnati, USA | Base Career | Base Career
Microsoft ExcelMicrosoft 365Power BIMicrosoft Power Platform
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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.
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.
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.
Analyze pipeline patterns, service utilization, employer progression, referral outcomes, applications, milestones, satisfaction, and regional participation to identify trends and improvement opportunities.
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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.
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.
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.
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.
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.
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.
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.
About Cincinnati State Technical & Community College
Higher Education826 employeesFounded 1969
Public Ohio two-year technical and community college serving students through degrees, certificates, transfers, and workforce training.
