How to Apply

A cover letter and resume are required. The cover letter must be PAGE 1 of your resume and should:

• Specifically outline the reasons for your interest in the position and
• Outline your skills and experience that directly relate to this position.

Starting salary will vary depending on the qualifications and experience of the selected candidate.

Summary

Information and Technology Services (ITS) has an opening for a Software Life Cycle Analyst Associate. This position’s focus is assisting in daily support and troubleshooting activities for customers across the University and members of the ITS team. Daily activities include:

• Troubleshooting licensing and software distribution issues.
• Installing, testing, and documenting new and renewed software licenses.
• Inventory and website maintenance.
• Assisting customers with requests for software and software issues.

The position will assist with recordkeeping related to software procurement and compliance. Other responsibilities include performing routine office tasks.

This position reports to the Software Services Manager in the Support Services group and collaborates with multiple teams in ITS. The Software Services team provides software license management to customers across the university.

Highly qualified individuals will need to possess self-directed, creative problem solving and analytical skills with a focus on high performance in a constantly changing and evolving environment.

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: Demonstrates the ability to prevent and solve simple problems, seeking help from others when required.

QUALITY SERVICE: Demonstrates the 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.

• BUILDING RELATIONSHIPS and INTERPERSONAL SKILLS: Respects diversity; demonstrates respect for the opinions of others; values each person's contribution to the team. Demonstrates the ability to develop and maintain positive and cooperative relationships, inside and outside of workgroup, interacting in a friendly, open, honest, and accepting manner. Maintains agreed-upon levels of confidentiality.

FLEXIBILITY and ADAPTABILITY to CHANGE: Understands and accepts the need for change, cooperates in implementation and constructively voices concerns while proposing alternatives.

Responsibilities*

Key responsibilities of this position include, but are not limited to, the following:

• Coordinate with team members and other service support groups to effectively resolve incidents and requests for software, as well as coordinate with vendor support.
• Assist in providing Tier I and Tier 2 technical support and service restoration for daily operations and project efforts.
• Providing support to technical staff in units across the university to manage installation, configuration, troubleshooting, upgrading and other licensing issues.
• Maintain a repository of software and a customer-facing website and database which includes versions, licensing restrictions, media locations and installation methods.
• Prepare reports by collecting, analyzing, and summarizing information and trends.
• Contribute to service enhancements by identifying and translating customer requirements and match those requirements to the capabilities of existing software and technologies and recommend improvements.
• Assist other team members in the development and updating of customer and technical support knowledge base documentation.
• Assist team members and customers in efforts to develop, design, implement and continuously improve the service.
• Assist in maintaining and updating knowledge of software policies and procedures.
• Develop and follow best practices and procedures and share knowledge with team members.

Required Qualifications*

• Associate degree in computer science or a related field, or equivalent combination of education, certification, and experience.
• A minimum of one (1) year of experience in a customer service role including prioritization, troubleshooting, and gathering requirements and performing analysis on customer needs.
• Demonstrated ability in troubleshooting software problems on current versions of Windows & MAC OS.
• Demonstrated ability to leverage appropriate technical tools to perform day-to-day analysis tasks and reporting.

Desired Qualifications*

• Associate degree in computer science or a related field, or equivalent combination of education, certification, and experience.
• A minimum of one (1) year of experience in a customer service role including prioritization, troubleshooting, and gathering requirements and performing analysis on customer needs.
• Demonstrated ability in troubleshooting software problems on current versions of Windows & MAC OS.
• Demonstrated ability to leverage appropriate technical tools to perform day-to-day analysis tasks and reporting.

Additional Information

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.

Work Schedule, Location and Physical Demands

Punctual, regular, and consistent attendance is required.

The position offers the ability to work from the Ann Arbor campus or remotely at this time, based on business and University needs. Remote work agreements are reviewed on a yearly basis.

Most of the work requires the ability to remain stationary utilizing a computer and teleconference software.

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.

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.

U-M COVID-19 Vaccination Policy

COVID-19 vaccinations, including one booster when eligible, are required for all University of Michigan students, faculty and staff across all campuses, including Michigan Medicine. This includes those working remotely and temporary workers. More information on this new policy is available on the U-M Health Response website or the UM-Dearborn and UM-Flint websites.