Metrics Specialist
North Carolina Office of State Personnel - Wake County, NC

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The NC Retirement System administers the retirement system for retired and active (current) educators, law enforcement officers, and state and local government employees. The system is also responsible for administration of nine other pension and retirement income funds. In order to efficiently manage our processes, we have established a Metrics Program to measure those items which would be considered by our membership as major indications of the proper management of the Retirement Division. To provide RSD employees and leaders at all levels of the organization with objective performance measurements to allow management to take proactive steps toward improving the timeliness and accuracy of benefit payments and services to our membership, and to provide objective measures of individual employee performance and productivity to enhance employee training and development programs.

This position will extract, compile, analyze and distribute performance metrics for the Retirement Systems Division on a weekly, monthly, annual, and as needed basis for processes in the Retirement Systems Division utilizing workflow, AX document management, ORBIT, Symposium, and data warehouse data. Metrics tracked in the areas of but not limited to work volume, accuracy, turn-around-time, and paid-on-time rates. Create and maintain reports to internal customers (RSD Management and Staff), including:

a. Performance results (metrics) for individuals, teams and processes
b. Special reports on individual performance as requested by management
c. Public measurement and process performance data via bulletin boards and emails
d. Accurate and useful summaries of “open-ended” customer survey question results that are not easily quantified except through detailed analysts
e. Leverage databases and data mining for analytical purposes
f. Narrative report writing with insertion of chart and data tables

Pursue and complete projects related to prospective legal and policy changes on the Retirement System or its Employers Monitor, evaluate and analyze process and employee performance utilizing workflow reports, client server application extracts, and data warehouse. Be a resource for continuous process improvement and failure analysis teams for root-cause analysis, statistical variance and planning.

Knowledge, Skills and Abilities / Competencies:

Considerable knowledge of methods of statistical research and of the uses of information; and of research and investigative methodology, its application to problems, and the presentation of results. Ability to analyze statistical data and to present findings clearly and concisely in written and graphic form; to modify package computer programs and to utilize computers and calculators; and to establish and maintain effective working relationships with associates, managers, other agencies, and the public. Ability to be creative and analytical. Skill in creating and delivering presentations to diverse audiences explaining and summarizing implications of data collected and analyzed on business processes. Ability to work in cross-functional teams.

Minimum Education and Experience Requirements:

College degree with a major in an area of concentration in statistics or math and one year of experience in data analysis (a master's degree in statistics or master's level course work is desirable); or an equivalent combination of educational experience.

Management Prefers : Expert level skills using Microsoft Excel in a network environment including various add-ons used in making charts, graphs, and compiling reports. Advanced experience iwith VBScript and Pivot tables.