Company:  University of Michigan

Job ID:	10738 and 10739
Unit:	MAIS Shared Services
Hours:	40 hours/week
Target Salary Range:	$29,615 - $42,350 annually for a 100% appointment, and may vary depending on the qualifications and experience of the selected candidate.

The University of Michigan's Administrative Information Services (MAIS) mission is to partner with the University community by providing leadership in enterprise-wide administrative information services and systems to effectively and efficiently support the University's operations and strategic directions. For more information about MAIS please go to http://www.mais.umich.edu.

Summary

Duties

Receives in-bound emails and phone calls from end-users. Evaluates problems and determines priority of responding. Researches, isolates, and troubleshoots technical instances. Provides resolutions, workarounds, and problem escalation for Tier II support as appropriate to ensure end-users are able to successfully utilize the M-Pathways systems. Educates the end-user community for successful access to supported systems utilizing internal help desk tools to walk users through the systems. Provides end-users with information on how to access help documentation and e-Learning sources.

Creates and maintains documentation to support users and the Help Desk team. Works with subject matter experts to document, research, review, and update issues in the knowledge management system. Supports the development of end-user documentation by working with the performance support team, making content recommendations assisting with the review of documentation.

Conducts effective communications with co-workers, product teams, and end-users with guidance from management and senior personnel. Maintains all appropriate documentation.

Supports internal teams and projects as needed. Identifies end-user needs and communicates those as needed to project teams. Participates in system testing and knowledge management activities.

Qualifications

• Bachelor's degree or equivalent combination of experience and education.
• Minimum of 1 year of experience in a customer service computer-related consulting and/or teaching environment, demonstrating exceptional customer service and problem solving skills.
• Strong knowledge of operating systems (Windows, MacOS) and industry standard web browsers.
• Proficient with word processing , spreadsheet, and database applications
• General computer operation skills.
• Ability to communicate effectively, both verbally and in writing.
• Strong organizational skills and the ability to successfully complete multiple tasks within established and changing deadlines.
• Ability to contribute and collaborate effectively as a member of a highly-functioning and productive team.

Note:  There are two available positions. Applicants who apply to this posting will be considered for both positions and need only apply once

Online Application:  visit http://www.umich.edu/~jobs/
A cover letter and resume are required for consideration for this position. The cover letter should be included as a page of your resume and specifically address your interest in the position and outline particular skills and experience that directly relate to this position.

Tips:  (1) keep your cover letter and resume in the same document, only one attachment is allowed on an application. (2) You can set up an account allows for alerts to be sent when postings open and all of the applications are submitted online, so having an account created saves time once you find a position you want to apply for.