How to Apply

A cover letter and resume are important submissions for the hiring team to get a sense of your experience. In the cover letter, in one page or less, please let us know how this role aligns with your career aspirations and skills. Submit both a cover letter and resume as one file.

Competitive salary available based on qualifications, experience and education of the selected candidate. 

Summary

Information and Technology Services (ITS) is looking for a Business Analyst Associate to join the ITS Service Center team, within ITS.

You will develop and sustain an understanding of business problems and opportunities, and the capabilities of relevant information systems. You will serve as a subject matter expert and application administrator for our cloud-based contact center system, providing design and customization of the system, including workflow and integration. Responsibilities also include routine operations and support for additional systems, tools, and initiatives that are important to effective IT support for the University of Michigan. This is a full-time remote position, with great university benefits. 

This position will report to a Service Center supervisor.

Who We Are

Information and Technology Services (ITS) supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and promoting university wide innovations. ITS's mission is to be trusted enablers of technology for the U-M community. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. For more information about ITS, visit: https://its.umich.edu/about

The ITS Service Center provides initial (tier-1) service and support for a wide portfolio of IT services, and acts as a consistent point of IT assistance for the entire U-M community (well over 500,000 individuals).

Responsibilities*

Service & Process Improvement

Identify and document functional and technical requirements for new services, service improvements, and processes

Recommend and design solutions aligned with organizational goals

Configure, integrate, automate, and test systems against requirements

Operations & Support

Provide daily operations and support for designated applications and services

Collaborate with colleagues, other support groups, and and vendors to effectively support end-users, by resolving incidents and fulfilling requests

Investigate and resolve the root cause of problems

Leverage established procedures to actively manage service changes and communications with stakeholders

Analyze, interpret, and report data for systems, services, and support processes

Create and improve documentation, presentations, training, and knowledge to meet a range of needs from colleagues and end-users

Development of Self and Others

Stay current with relevant advances in technologies covering policies and procedures, hardware, software and technical services; this can include: on-the-job training, attending technical courses or conferences, reading, research and testing

Develop and sustain strong non-technical skills including communications, analysis, organizational effectiveness

Develop and follow best practices and procedures and share knowledge with team members

Actively participate in growth opportunities for continuous development and improvement and applying new skills/knowledge to the job

Provide training and mentoring to less-experienced staff

Required Qualifications*

• Bachelor's degree or equivalent combination of education and experience
• One year of experience in a IT support or customer service role
• One year of experience in a related, independent role requiring confidentiality, prompt customer service, organization, prioritization, troubleshooting
• One year of experience using contact center systems and ticketing or customer relationship management systems
• Demonstrated experience with systems implementation including requirements analysis, design, implementation, and testing
• Demonstrated experience in developing and improving documentation, presentations, and reports
• Demonstrated experience with communicating with a diverse range of colleagues and customers

Desired Qualifications*

• Demonstrated experience reporting, analyzing, and presenting data to inform decisions
• Experience with TeamDynamix service management
• Experience configuring and managing AWS cloud services, especially Amazon Connect contact center 

Additional Information

Physical DemandsWork Environment

Punctual, regular, and consistent attendance is required. The team norm is work-from-home, and having a backup alternative work location is required. UM-provided work locations are always available, as a backup or as preferred by the employee.  May require on-call availability and may require working during non-business hours and on weekends. Normal amount of sitting, able to conduct normal amount of work at a computer.  

Data Security Compliance

This position may work with and or support systems that maintain or process sensitive institutional data as defined by university policy. Successful candidates must comply with federal, state and local law and or university policies or agreements that require the university to implement specific privacy and security safeguards including, but not limited to: ITAR, EAR, HIPAA and FISMA. 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.

Benefits at the University of Michigan

In addition to a career filled with purpose and opportunity, The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family and plan for a secure future. Benefits include:

Generous time off

A retirement plan that provides two-for-one matching contributions with immediate vesting

Many choices for comprehensive health insurance

Life insurance

Long-term disability coverage

Flexible spending accounts for healthcare and dependent care expenses

Dental and Vision Insurance

Parental and Maternity Leave 

Application Deadline

Job openings are posted for at least 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.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.