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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.

Job Summary

Information and Technology Services (ITS) department of Infrastructure is seeking to hire a Peformance Support Analyst Lead. who is generally assigned to lead a team of analysts providing performance support.  Plans and executes training, documentation and communication efforts including large projects, multiple projects and projects with high visibility.  Provides guidance and assistance to other staff to accomplish objectives.  Supports staff career development through the sharing of expertise and serves as a mentor to others.  Generally completes the duties and responsibilities under the guidance and direction of management.

To learn more about ITS, visit our website: www.its.umich.edu/

Responsibilities*

Project Management and Leadership - 40% 
Manages work for assigned resources.  Assists with developing implementation plans and timelines of projects, provide 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. 

  • 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.

Service Improvement - 25%
Leads service enhancement projects that involve design, development, implementation and evaluation of performance support training, change management and communication plans, materials and vehicles.  Studies and develops a comprehensive understanding of assigned systems.  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.

Production Support - 20%  
Actively supports and coordinates with team members and other support groups to effectively resolve incidents and requests to meet the demands and service delivery needs for performance support deliverables.  Follows procedures, guidelines and methodology to solve or escalate incidents which may include - but is not limited to: researching, isolating, troubleshooting and providing resolutions, workarounds and problem escalation.  Evaluates problems and determines priority of responding.  Follows up with customers on incidents and requests.  Provides consulting to end-users in units and business offices on various topics, including communication plans and transactions in University systems.  Ensures training, change management and communications are delivered successfully, including presentation delivery, material production, room set-up and registration.  Reviews and monitors the effectiveness of training and change management programs and communication plans.  Compiles feedback.

  • 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 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 - 15%
Stays current with relevant advances in technologies, makes cases for advances in current infrastructure based on technological advances 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.  Mentors staff 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.
  • Demonstrates effective communication skills when providing training and mentoring to less 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:

Building Relationships / Interpersonal Skills

  • Respects diversity; demonstrates respect for the opinion 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 work group, interacting in a friendly, open, honest and accepting manner. 
  • Maintains agreed upon levels of confidentiality.
  • Demonstrates the ability to use formal/informal networks to accomplish tasks and objectives, developing and maintaining smooth, cooperative working relationships.
  • Demonstrates the ability to address and manage conflict and offer constructive criticism and feedback in a positive manner.

Communication

  • Demonstrates the ability to communicate clearly, correctly, knowledgeably, and effectively via email, letters and in person to teams and customers. 
  • Uses appropriate methods of communication (face-to-face, etc.) to achieve desired results.
  • Demonstrates the ability to communicate about complex topics effectively to groups, using visual aids as needed, varying style to fit the audience.
  • Actively communicates with and persuades others with differing opinions and differing levels of understanding, using effective strategies, arguments and materials.

Leadership / Achievement Orientation

  • Demonstrates behavior aligned with the values and ethics of the organization and profession.
  • Experience delegating and empowering others while creating a culture in which people do their best.
  • Demonstrates experience acting to address current issues, respond quickly and effectively in a crisis, determining future priorities and leading ad hoc or project teams.
  • Demonstrates the ability to develop specific action plans, achieve deadlines or milestones, accept accountability for mistakes, take corrective action, exercise positive influence and resolve team conflicts with finesse.
  • Demonstrates the ability to work independently and assume a broad range of responsibility.

Required Qualifications*

  • A Bachelor’s degree in in a related field and/or equivalent combination of education, certification and experience.  
  • A minimum of seven (7) years of 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.

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.

  • May require on-call availability and may require working during non-business hours and on weekends.
  • Punctual, regular, and consistent attendance is required. 
  • May require travel to various location on and off university campus.

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 https://hr.umich.edu/benefits-wellness

GO BLUE!

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

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.