Service Manager for Advising Intermediate/Associate

Location
Michigan, United States
Salary
$47,476.00 – $73,500.00
Posted
29 Oct 2018
End of advertisement period
29 Dec 2018
Ref
163928
Contract Type
Fixed Term
Hours
Full Time

How to Apply

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.

Underfill Statement

This position will be filled at the Intermediate salary range of $56,538 - $73,500 as the primary goal. The requirements listed below reflect the Intermediate 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 Associate level salary range of $47,476 - $59,000.

**NOTE: This is a full-time; term-limited position ending after one (1) year with the intent to re-evaluate for potential extension.

Job Summary

Information and Technology Services (ITS) at the University of Michigan has an exciting opportunity for a talented and motivated candidate to join the Teaching and Learning Team as the Service Manager for Advising. The Service Manager will play a critical role in defining, implementing and managing an academic advising service. Core responsibilities will include meeting with institutional stakeholders to define current needs of the academic advising community, making recommendations for the implementation of new systems or the expansion of existing services, providing oversight for any system implementations or enhancements and ensuring service offerings meet service level expectations.

For more information about the department of ITS, please visit our website: http://www.its.umich.edu/

Responsibilities*

SERVICE IMPROVEMENT (70%)

  • Collaborate with various institutional stakeholders to gather requirements for defining an academic advising service
  • Collect, interpret and use data to understand requirements and needs and develop proposals and solutions
  • Document existing workflows and identify gaps between between existing and future state
  • Contribute to the development of new and modification of existing standards and processes
  • Develop support knowledge base documentation and ensure materials are accurate and comprehensive
  • Advise users on the handling of sensitive data and recommended software and procedures to use with data; make users aware of IT security policies and procedures

PRODUCTION SUPPORT (20%)

  • Responsible for the end-to-end performance of implemented services, ensuring each meets service level expectations and escalating issues to appropriate stakeholders
  • Continually monitor quality metrics, including customer feedback metrics and work across technical teams to ensure service is meeting service level expectations
  • Lead regular service quality reviews including; planning, organizing and facilitating meetings
  • Provide daily operations and tier 2/3 support for applications, actively coordinates with team members, service support groups and vendors to effectively resolve incidents and requests
  • Participate in after-hours on-call rotation

PROJECT COORDINATION (5%)

  • Manages the allocation of the resources to the project
  • Develops implementation and contingency plans and timelines for projects
  • Provides status reports, exchanges relevant information with management and project teams and meets timelines
  • Provides accurate time estimates for tasks, identifies impacted teams and notifies management of potential risks and issues

DEVELOPMENT OF SELF AND OTHERS (5%)

  • Stays current with relevant advances in technologies; responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software and technical services which 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 evidenced 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 mentoring to lesser-experienced staff, resulting in staff and teams using and implementing the latest policies, procedures and best practices to accomplish tasks

Organizational Competencies

While not limited to the following, in this role our successful candidate will be expected to demonstrate the following organizational competencies:

Creative Problem Solving / Strategic Thinking: demonstrates the 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

Flexibility / Adaptability to Change: understands and accepts the need for change, cooperating in implementation and constructively voicing concerns and proposing alternatives; ability to assist in the implementation of changes within established and changing deadlines

Leadership / Achievement Orientation: demonstrates behaviors aligned with the values and ethics of the organization and profession; demonstrates initiative in setting and measuring performance against goals and evaluating results, demonstrates the ability to understand what is expected to do the job well, functions effectively in a team, achieves deadlines or milestones, accepts accountability for mistakes and takes corrective action; demonstrates ability to work independently and seeks direction or assistance as needed

Required Qualifications*

  • A Bachelor’s degree in a related field and/or the equivalent combination of education, certification and experience
  • A minimum of two (2) years of demonstrated experience in a related role requiring confidentiality, timeliness, customer service, organization, prioritization, troubleshooting and working independently to successfully conduct systems and process analysis and design
  • Knowledge of systems development methodologies, including waterfall and iterative approaches
  • Demonstrated skills in:
    • business systems analysis, design and system testing
    • gathering, translating, prioritizing and documenting system requirements
    • data analysis and visualization and process modeling tools and techniques
  • Demonstrated proficiency with current computer technology and applications, Business Process Mapping software, word processing, spreadsheet and collaboration applications

Desired Qualifications*

  • Experience in academic advising
  • Project management skills

Additional Information

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, etcc. 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
  • Able to conduct normal amount of work at a computer
  • Will require to travel to various locations on and off campus
  • May require maintaining own high-speed residential connectivity service

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.

Comprehensive Benefits

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 hr.umich.edu/benefits-wellness

GO BLUE!

The University of Michigan is No. 20 in 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.
  • 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.

Application Deadline

Job openings are posted for a minimum of seven calendar days. This job 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.