To be considered, a cover letter and resume are required. The cover letter must be the leading page of your resume and should:
Specifically outline the reasons for your interest in the position and
Outline your particular skills and experience that directly relate to this position.
Starting salaries will vary depending upon the qualifications and experience of the selected candidate.
This position will be filled at the Senior salary range of $57,692 - $75,000 as the primary goal. The requirements listed below reflect the Senior level expectation. However, applicants with lesser experience are encouraged to apply and may be considered if the primary goal is not met. Lesser-experienced candidates will be reviewed at an Intermediate level salary range of $47,476 - $59,000.
Provides leadership, vision, creativity and strategy for the development of performance support programs. Work assignments involve supporting integrated systems and business processes by planning and executing training, change management, documentation and communication efforts including cross-functional projects, multiple projects and projects with high visibility. Leads service enhancement projects. Performs project management, including resource and time estimates. Collaborates with team members, support groups and customers to develop, design, implement and continuously improve performance support programs and deliverables. May require on-call availability and may require working during non-business hours and on weekends.
Lead change management efforts for ITS Support Services initiatives and services. Lead team members in selecting the best approach for communicating a project, execute user research and synthesize results into solutions; including developing timelines, determining communication strategies and creating content.
Help to create better engagement of ITS Support Services employees by providing context for technical and procedural changes and demonstrating value to the University community.
Collaborate with teams, stakeholders and business partners to understand and implement improvements to the customer service experience and participate with the implementation processes for moving new services and features into production and/or decommissioning sunsetting services or technologies.
Collaborate with subject matter experts (SMEs) on the ITS Support Services team to perform analysis, select, design and develop appropriate communication methods; Knowledge, Web pages, Wiki articles, eLearning, emails and social media postings.
Re-design or update communications, as appropriate, based on changing needs.
Support training and Go-Live activities as part of implementations and ongoing production support, including developing content and curriculum and leading training.
Intentionally build and maintain good relationships with teams and stakeholders at all levels such as management, colleagues and staff - both inside and outside of ITS along with the greater University community while exhibiting strong competencies to build trust, change and challenge perceptions and effectively communicate and influence.
While not limited to the following, in this role our successful candidate will be expected to demonstrate the following organizational competencies:
Respects diversity and demonstrates it by respecting the opinions of others while placing value on each person's contribution to the team
Demonstrated unwavering focus on aligning all activities to produce maximum value for the customer
Demonstrated ability to develop and maintain positive and cooperative relationships, inside and outside of the work group, interacting in a friendly, open, honest and accepting manner
Demonstrated ability to effectively communicate about complex topics to groups, using visual aids as needed, varying style to fit the audience
Demonstrated ability to plan, implement and communicate effective change approaches within established and changing deadlines
Proactively proposes and implements changes: surfaces resistance to change; works to diminish resistance; and organizes resources to effectively implement large-scale change
Knowledge of (or experience with) computing processes, systems or services within a higher education environment
Proven ability to lead project teams to always meet but aim to exceed customer expectations
Demonstrated understanding of currently used web tools and coding, proficiency with word processing applications and a high attention to detail and proofreading skills
Demonstrated ability to learn new software quickly and to understand technical information and communicate it to others using clear, concise and user-friendly language
Demonstrated understanding of client relationship management, process mapping and improvement, project management and production support
A Bachelor’s degree in communications, or a related field and/or the equivalent combination of education, certification and experience
A minimum of four (4) years of experience managing change or in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting and working independently to successfully: analyze business processes; apply instructional design methods and theories; and, develop training curricula, user documentation, and/or communications programs, while demonstrating exemplary writing and editing skills
Knowledge of (or experience with) end-user computing processes, systems or services, preferably within a higher education environment
Knowledge of the University of Michigan history, environment and culture
Work Schedules and Locations
Punctual, regular and consistent attendance is required
May require on-call availability and may require working during non-business hours and on weekends
May require travel to various locations on and off university campus
Diversity, Equity and Inclusion
The University of Michigan Information and Technology Services seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to maintain the excellence of the University and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
The University of Michigan Benefits Office is committed to offering a high-quality benefits package to support faculty, staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, three dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, three early childhood centers, time away from work and work-life programs to promote balance. Learn more at https://hr.umich.edu/benefits-wellness
The University of Michigan is No. 20 in the annual Times Higher Education world ranking, 2019.
The University of Michigan is ranked No. 2 U.S. public university, 28th overall in The Wall Street Journal and Times Higher Education announced 09/05/2018.
The University of Michigan maintained its ranking as the top U.S. public university in the QS World University Rankings for 2018-19, and ranked 20th among all institutions on the list, which was released 06/13/2018.
The University of Michigan maintains No. 15 in Times Higher Education World University Rankings released 05/30/2018.
Job openings are posted for a minimum of seven calendar days. The review and selection process may begin as early as the eighth day after posting. This opening may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 174701
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.