Lead Performance Support Analyst

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　　Summary

　　Information and Technology Services (ITS) has an exciting opportunity for a Performance Support Analyst Lead to join the Infrastructure Business Services within ITS. This position will report to the Director of Business Services.

　　The role will own the performance support, change management, operational communications, and campus engagement for the ITS Infrastructure group. This position will plan and execute training, documentation, and communication efforts for end users, units, neighborhood / unit IT staff, service center staff, and the operational / installation team.

　　Who We Are

　　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 enabling university wide innovations by:

　　Elevating the customer experience by providing proactive, laser focused customer service

　　Providing appropriate IT security and privacy in an open university society, while enabling innovation

　　Supporting data-informed decision making

　　Delivering intuitive research computing solutions

　　Building a world-class, transformational network and reliable administrative systems

　　In addition, we value those that proactively solve challenges, work with a sense of urgency, and seek a collaborative and inclusive work environment.

　　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. To learn more, visit: https://its.umich.edu .

　　WHO YOU ARE

　　You are energized by working with a collaborative team and industry peers to support the university mission through innovative and appropriate use of technology. You seek understanding and to tackle projects and problems with your customers' needs in mind. You anticipate problems and work proactively to preempt challenges and concerns, delivering increasingly relevant customer experiences over time. You value a culture that is rooted in mutual respect, where you can learn from different perspectives, roles, and identities.

　　You have at least 7 years experience 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.

　　Responsibilities*

　　Project management & leadership for Infrastructure Projects

　　Leads service enhancement projects that involve design, development, implementation, and evaluation of performance support training, change management, and communication plans, materials and vehicles for the ITS. Studies and develops a comprehensive understanding of assigned systems by working directly with subject matter experts. Collaborates with team members, customers and Tier 2 and 3 teams to understand service improvement requests and opportunities. Following established standards and methodology, designs and develops course curriculum, training deliverables, change management programs and communication plans to meet determined objectives, including but not limited to documentation; simulations; e-learning courses; videos; and, change management and communication plans. Conducts analysis, planning, testing, implementation, and evaluation of solutions.

　　Demonstrates relationship building and effective communication skills through active listening and frequent communication with department staff, customers and Tier 2 and 3 teams, resulting in understanding quality improvement needs, creating buy-in for enhancements, and collaboration with staff and campus.

　　Demonstrates quality service by advocating for customer and quality improvement needs, resulting in meeting or exceeding customer satisfaction metrics.

　　Proactively seeks information and utilizes analytical and communication skills in the development and modification of performance support materials, resulting in content tailored to the level and type of audience.

　　Develops and owns all end user (quick reference) templates, materials, and web repository of existing documentation.

　　Presents day one training to unit end users and local support staff (e.g., local IT, executive assistants, facilities, and other individuals).

　　Develops and owns all service center and neighborhood/unit IT templates, materials, and web repository of existing documentation.

　　Maintains an effective and open relationship with ITS Support Services teams that provide Tier 1 and 2 telephone, email, and onsite support for infrastructure systems.

　　Serves as a liaison between all infrastructure support, installation, and technical teams to ensure effective end to end support and training.

　　Develops and owns Tier 3 operational and installation training materials, as appropriate.

　　Effectively utilizes leadership, analytical and creative problem solving skills, interpersonal and communication skills, along with standard processes and methodologies, as evident by successful prioritization, assessment, management, and implementation of projects (including upgrades) resulting in effective collaboration across the organization, and project completion that meets requirements and quality expectations and is on time.

　　Concierge / White Glove Support for Infrastructure Projects

　　Assists in the development of a concierge "white glove" support model for infrastructure groups and projects. Partners with Service leaders to develop a charge-back model for supporting high-profile infrastructure services, locations, and/or individuals by request. Develops scheduling and support models. Attend events, provide setup support, troubleshoot emergent issues, and ensure smooth, professional infrastructure services.

　　Proactively seeks information and utilizes analytical and creative problem solving skills along with standard processes and technologies resulting in: efficient triage and resolution of incidents and requests; and modification of performance support materials, resulting in content tailored to the level and type of audience.

　　Demonstrates accountability, relationship building, effective communication skills, and quality service in the process of collaborating with, supporting, advising, and educating customers and team members on the use of performance support deliverables and handling incidents and requests, resulting in meeting or exceeding customer needs, and efficient, effective, and compliant use of services.

　　Development of Self and Others

　　Stays current with relevant advances in technologies, makes cases for advances in current infrastructure based on technological advances. 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. Mentors staff where appropriate and provides functional leadership by managing day to day work.

　　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.Required Qualifications*

　　Bachelor's degree in a related field and/or equivalent combination of education, certification and experience.

　　Minimum of 7 years experience 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.

　　Proven ability to lead project teams to meet customer expectations.

　　Demonstrated understanding of currently used web tools and coding.

　　Demonstrated proficiency using word processing applications.

　　Demonstrated 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.

　　Demonstrated effective creative problem solving and flexibility when collaborating with customers, team members, support teams, external vendors, and technical organizations to understand, advocate for, evaluate, and support enhancements, resulting in plans and services that leverage the capabilities of existing technology and meet customer and organizational expectations.

　　Demonstrated effective verbal communication skills including strong interpersonal skills with an ability to work effectively through all levels of management and matrix organizations.

　　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.

　　Excellent organizational, analytical and independent problem-solving skills

　　Ability to influence others in the building and maintain a consensual approach with a wide array of diverse business interests.

　　Work Locations

　　May require travel to various locations on and off the university campus.

　　Additional Information

　　Physical Demands/Work Environment:

　　May require on-call availability and may require working during non-business hours and on weekends.

　　Punctual, regular, and consistent attendance is required.

　　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.

　　The candidate must regularly move throughout the office and building environment, must frequently operate a computer to complete work and tasks

　　Application Deadline

　　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.

　　U-M EEO/AA Statement

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

　　Job Detail

　　Job Opening ID

　　244429

　　Working Title

　　Lead Performance Support Analyst

　　Job Title

　　Instructional Designer

　　Work Location

　　Ann Arbor Campus

　　Ann Arbor, MI

　　Full/Part Time

　　Full-Time

　　Regular/Temporary

　　Regular

　　FLSA Status

　　Exempt

　　Organizational Group

　　Its Comm Dc

　　Department

　　ITS Infra Net Dir of Bus

　　Posting Begin/End Date

　　1/24/2024 - 1/31/2024

　　Salary

　　$73,364.00 - $86,320.00

　　Career Interest

　　Human Resources

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