A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
The University of Michigan Shared Services Center (U-M SSC) is a customer service organization focused on providing user-friendly and cost effective administrative services to the university community. The SSC offers key financial and human resource transaction services to customers through consistent processes and enabling technology.
Reporting to the Technology Manager, the IT Applications Administrator will play a pivotal role in the implementation of the Shared Services Center’s new ITSM case management system. The IT Applications Administrator will be the lead, working closely with U-M SSC and Information and Technology Services (ITS) staff, responsible for the initial and ongoing configuration of the new ITSM. This includes working with the team on the SSC’s requirements and building forms, workflows, reports, and integrations with other systems to meet those requirements.
Working both independently and collaboratively, implement the new ITSM case management solution. This includes participating in workshops and planning sessions, consulting with staff subject matter experts to translate business requirements as well as working closely with University ITS staff and the vendor to complete the initial configuration and set-up of the new ITSM.
Perform ongoing ITSM administration including evaluate, design, develop, and debug TeamDynamix applications, integrations, workflows, reports, forms. ITSM administration tasks also include creating templates, assigning user permissions, responding to and resolving high level end user issues through TeamDynamix ticketing.
Prepare and submit change requests, user guides, training guides and other required documentation in support of capabilities for the ITSM system.
Coordinate with University ITS staff on upgrades, patches and new releases for the ITSM system. This includes notifying SSC staff regarding upcoming outages and maintenances as well as working with SSC Learning and Communications to communicate changes about new functionality and changes to existing functionality. Conduct end user testing with SSC staff when there are new feature releases or updates to existing functionality.
Help to drive the adoption, utilization and proficiency of TeamDynamix use with end users. Consult with SSC departments not currently using case management to build business cases and find ways for ITSM to meet internal needs and create efficiencies.
Apply proven communication, analytical, and problem-solving skills to help maximize SSC’s investment in the University’s ITSM platform. This includes assessing new system functionality and its potential for playing a role in improving business processes.
Demonstrate the desire to continue ITSM and TeamDynamix education efforts through attending conferences, seminars, training classes, networking, etc.
Bachelor’s Degree in CS, IS, BA and/or 3-5 years’ experience in one or more information technology disciplines.
Hands on experience with industry standard ITSM tool implementations (Remedy, ServiceNow, HP, etc).
A minimum of two years of programming or equal combination of training and experience in one or more of the following: HTML, Forms, Web API
Strong working knowledge of service management methodologies (ITIL) and best practices.
Ability to work collaboratively with diverse teams of all sizes
Strong organization and communication skills.
Excellent analytical and creative problem solving skills
Proficient in analyzing complex workflow processes and procedures
Basic knowledge of various technical areas (networking/telecommunications, server hardware and operating systems, web servers, application servers, database systems, SaaS concepts, etc.)
Organizational Core Competencies and Skills:
Advancing the Mission - Demonstrates ability to operate effectively in a manner consistent with the University of Michigan's mission and culture.
Building Relationships/Interpersonal Skills - Values organizational diversity, treats others with respect, and promotes cooperation.
Creative Problem Solving/Strategic Thinking - Develops and creates ideas, processes, and approaches focused on the future.
Communication - Demonstrates excellent communication skills to those at all levels throughout the University.
Development of Self and Others - Seeks opportunities to learn and develop themselves and others by setting developmental goals and seeking performance feedback.
Flexibility/Adaptability to Change - Responds positively to and champions change to others.
Leadership/Achievement Orientation - Holds self-accountable for meeting established objectives and successfully accomplishing desired outcomes.
Quality Service - Strives to meet the expectations of internal and external customers, firmly establishing a service first culture.
TeamDynamix experience a strong plus.
Knowledge of project management and business analysis methodology and software(s).
Experience in a Higher Education technology environment
Knowledgeable in process improvement methods, procedures, metrics development, documentation and reporting.
ITIL Foundation certification (v3 or above)
Experience with Change Management
Familiarity with reporting tools (Tableau, Business Objects)
Familiarity with Robotic Process Automation (RPA)
Familiarity with Imaging software (Perceptive Content)
The University of Michigan, with an operating budget of over $7 billion, is a leader in higher education. U-M SSC provides administrative support related to financial and human resources in the following areas: Accounts Payable, Travel and Expense, General Accounting, Accounts Receivable, Benefits, HR Data Management, Time and Leave, and Employment Process. To learn more about U-M SSC, please visit our website: SSC.umich.edu
We offer our employees an extensive total compensation package including competitive pay, a two-for-one retirement contribution, a variety of health insurance options, and a generous vacation plan. In addition, there are seven paid holidays and four paid season days.
The Shared Services Center seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to sustain the excellence of the university, and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
Note: Candidates for this position must be legally authorized to work in the United States. Visa sponsorship is not available for this position.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 184247
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.