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.
The Information and Technology Services (ITS) organization has an exciting opportunity to employ a Service Analyst to support Campus Computing Services at the University of Michigan. This position will be responsible for helping ensure high service levels for Campus Computing Services by actively coordinating with team members, service support groups, campus partners and vendors in response to requests and incidents for U-M campus lab, print, walk-up support and digital signage environments. Providing technical direction, monitoring and ensuring quality service is being delivered by support teams and providers. Assisting with the review of campus feedback and opportunities, making recommendations and taking action to improve technology utilization and user experience. Creating or modifying support team and end user knowledge and documentation. Assisting with the tracking, coordination and communication of changes.
A qualified candidate will have experience working with minimal supervision and experience working as part of a high performing and dynamic team. The candidate must have great customer service skills, a strong work ethic, and a high level of problem-solving ability.
This person filling this position will report to the Campus Computing Manager in ITS Support Services. ITS Support Services is a division within ITS that is responsible for providing direct support for many ITS Services.
The mission of ITS is to be trusted enablers of technology for the U-M community. With a laser focus on customer service, the ability to proactively solve challenges, a sense of urgency when responding to requests, and a collaborative and inclusive nature, ITS works together to provide cohesive digital experiences and seamless support to the U-M community. To learn more, visit: https://its.umich.edu/careers.
Responsible for monitoring, distributing, completing incidents and requests in the Campus Computing queues to be distributed to internal service providers on a day-to-day basis. This includes validating that tickets have been completed properly and satisfactorily. Conducting root cause analysis to uncover opportunities for improvement.
Assists Campus Computing Specialists with supporting the digital signage platform. Works directly with customers to troubleshoot and resolve existing signage issues.
Steps in, as needed, to help resolve customer support issues. Works with customers, including clearly and articulately communicating problems and solutions, understanding and empathizing with the customer, and building and maintaining relationships with the customers. Handles and resolves customer service escalations.
Guides, provides knowledge and helps train student temporary staff. Serves as an escalation resource to aid in the resolution of complex problems and issues.
Reviews and processes course software requests. Works with customers, vendors, and engineers to validate licensing and technical requirements. Tests software upon deployment.
Reviews and process computer lab classroom reservation requests. Resolves conflicting requests by effectively communicating with customers while fulfilling as many requests as possible. Collaborates with Registrar's office on course scheduling.
Contributes, participates and shares information and ideas with the team. Develops and maintains positive and cooperative relationships, inside and outside of workgroup, interacting in a friendly, open, and honest manner.
Contributes to annual hardware and software refresh efforts (retirement of older computers and printers and replacing with new equipment, refreshing/upgrading software) and other significant changes and transitions.
Creates or modifies knowledge and documentation for all areas of Campus Computing and Digital Signage.
Facilitates small/medium operational projects. Proposes, plans, and executes the projects in collaboration with leadership. Assists with large projects by completing tasks to facilitate the implementation of new or changed systems, writes status reports, and updates logs in accordance with established methodologies. Provides input to ensure the planning and execution of deliverables meet the objectives of the organization and the customer. Prioritizes the completion of tasks and resolves issues to ensure compliance to project deliverables.
Contributes to process and service enhancements by identifying when established procedures are not working well and there are gaps in processes, and makes recommendations for improvements. Assists in the development, editing, and validation of support documentation and operational procedures.
Demonstrates relationship building and effective communication skills as a member of the ITS organization, interacting with many schools, colleges and units, through active listening and frequent communication with department staff, resulting in understanding customer needs, creating solutions for enhancements, and collaboration with department staff.
Demonstrates quality service by actively contributing to customer satisfaction through advocating for customer needs, escalating incidents and requests, and increasing the customer’s ability to help themselves, resulting in meeting or exceeding customer satisfaction metrics.
Utilizes analytical and communication skills in the development and modification of written procedures, processes, and technical support documentation, resulting in content tailored to the level and type of audience for support and issue resolution.
Development of Self and Others
Stays current with relevant advances in technologies. Responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software and technical services. This can include: on-the-job training, attending technical courses or conferences, reading, research and testing. Develops and follows best practices and procedures and shares knowledge with team members.
Demonstrates skill development by actively participating in growth opportunities for continuous development and improvement and applying new skills/knowledge to the job as evident by the ability to efficiently and effectively perform assigned duties, resulting in meeting or exceeding customer expectations and performance metrics.
Demonstrates effective communication skills when providing training and direction to other staff, resulting in staff and teams using and implementing the latest policies, procedures, and best practices to accomplish tasks.
While not limited to the following, in this role our successful candidate will be expected to demonstrate the following organizational competencies:
Building Relationship / Interpersonal Skills
Demonstrated ability to develop and maintain positive and cooperative relationships, inside and outside of workgroup, interacting in a friendly, open, honest, and accepting manner. Maintains agreed-upon levels of confidentiality.
Demonstrated ability to use formal/informal networks to accomplish tasks and objectives, developing and maintaining smooth, cooperative working relationships.
Creative Problem Solving / Strategic Thinking
Demonstrated ability to provide necessary attention to solve different level problems, often multitasking to solve moderate level problems.
Defines problems, analyzes causes, identifies possible solutions, selects the best solution, and develops action plans.
Generates new ideas and goes beyond the status quo.
Demonstrated ability to communicate clearly, correctly, knowledgeably, and effectively both verbally and in writing.
Demonstrated ability to communicate effectively to groups, varying style to fit the audience, actively communicating with those with differing opinions and differing levels of understanding.
Demonstrated ability to establish and maintain effective relationships with internal and external customers in a manner that consistently meets the organization’s expectations for exemplary customer service.
Demonstrated ability to see issues from the customer’s perspective, assesses urgency of requests, and responds accordingly.
Bachelor's degree in a related field and/or equivalent combination of education, certification and experience.
A minimum of two (2) years of related experience in a role responsible for working with teams and customers requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting, and working independently to successfully achieve results.
Experience in a customer advocacy role; must be friendly, outgoing and approachable with a diverse clientele
Demonstrated proficiency with current computer technology and applications (e.g. desktop computing, productivity apps, MS Office, Google apps, etc.)
Ability to provide accurate and complete information via email and letters with the ability to tailor messages to different audiences, including end users, faculty/staff, and technical specialists, taking into account varying knowledge of assistive technologies and of general technology concepts.
Demonstrated ability to effectively communicate technical concepts via email and letters and interact effectively with customers and technical staff.
Ideal candidates are customer focused, dependable, and able to work with minimal supervision in a fast paced and changing work environment.
Experience with quality, process and operational improvement activities
Demonstrated ability to work well with others
Experience working in a higher education organization.
Experience working in a large IT organization.
Experience with continuous improvement and quality assurance activities.
Responsible for protecting data and information from unauthorized release or from loss, alteration, or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement.
Punctual, regular, and consistent attendance is required
Normal amount of sitting
Average mobility to move around an office environment
Ability to conduct normal amount of work at a computer
Will require travel to various locations on and off campus.
Periodic lifting and moving of equipment weighing up to 60 pounds by self or weighing up to 120 pounds with assistance from others.
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 ranked the No. 3 public university in the 2020 U.S. News & World Report’s annual report of the nation’s best undergraduate colleges and universities.
The University of Michigan is ranked No. 6 on Kiplinger’s list of Best Values in Public Colleges, again making U-M one of the nation’s best values in higher education for in-state students. The ranking highlights colleges and universities that combine outstanding education with economic value.
For the third straight year, the University of Michigan maintained its position as the 15th top university in the world, according to the Times Higher Education World Reputation Rankings.
The University of Michigan maintained its ranking as the top U.S. public university in the QS World University Rankings for 2019-20 and ranked 21st among all institutions on the list, moving down one spot from last year in the ranking released Tuesday, 06/18/2019.
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: 177431
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.