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A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.

The HITS Business IT (BusIT) division provides focus on strategic products and service delivery to achieve a practical and effective environment for business to thrive at Michigan Medicine every day.  We focus on the technology needs of our customers that are not directly academic or clinical, but are necessary to run a multi-billion dollar academic medical center.

BusIT is comprised of Customer Success (including the HITS service desk and customer experience), Learning Design & Delivery (instructional design, eLearning, and Training), Service Management (for IT and Customer services), and Business, Administrative, and Learning Management product teams.

 

Job Summary

Health Information Technology and Services (HITS) is seeking a candidate to fulfill the role of  a Business Analyst Senior.  This position reports within the Service Operations Support team, under the Business IT division of HITS.This is a full-time exempt level position, reporting to the Manager of Service Operations Support.  Successful candidates will perform business analyst duties on the Service Operations Support team.  Service Operations Support is a vertically-integrated team who designs, implements,  and supports  the operation of IT services and applications to support the following areas:

  • IT Service Management, including Incident, Problem, and Change Management, Request Fulfillment/Service Catalog, Knowledge Management, and Demand and Project Portfolio Management
  • IT Operations Management, including Discovery, Configuration Management Database, Service Mapping, and Event Management
  • IT Security Operations, including Security Incident Response, Vulnerability Management, and Integrated Risk Management
  • Facilities Service Management, including Room and Resource Scheduling, Demand and Project Portfolio Management, Preventative and Corrective Maintenance Work Orders, and Request Fulfillment
  • Customer Service Management, including Case Management, Request Fulfillment/Service Catalog, and Knowledge Management

A significant portion of this work is executed through the ServiceNow platform, and the responsibilities of this position includes significant effort in configuring, using, supporting customers on, and creating reports in ServiceNow.  This position will also be expected to implement and support solutions in other vendor-provided applications such as (but not limited to) IBM Maximo, Accruent EMS, and PDS3.

This position will assist the Manager of Service Operations Support with planning, developing, and recommending short- and long-range information technology goals and objectives related to these services for Michigan Medicine.

Responsibilities*

  • Ensures seamless execution of  process development, technology implementation, and improvement and change management related activities across the IT organization by applying lean principles, ITSM frameworks, change management methodologies, communication planning, capability maturity models, and stakeholder analyses.
  • Creates reports, metrics, and KPIs related to business processes.
  • Participates in projects as required.
  • Supports customers using the ServiceNow platform by answering questions, resolving incidents, fulfilling requests, and maintaining knowledge articles.
  • Acts as a change agent to implement and manage best practices across the organization.
  • Represents the Service Management unit in various working groups, steering committees and governance bodies.
  • Other tasks as assigned.

Required Qualifications*

Requirements for Senior Position:

  • Education: Bachelor’s degree in a field related to Information Technology or related to healthcare, or equivalent combination of education and experience
  • At least 5 years overall relevant experience
  • Solid working knowledge of ITIL or other best-practice framework used to deliver IT products and services.
  • Strong general IT competency
  • Demonstrated knowledge and expertise in the delivery and support of enterprise class systems and support of the end-user community.
  • Outstanding oral, written, and interpersonal communication skills dealing with both IT and non-IT experienced audiences, including a diverse range of students, faculty, staff, and administrators.

Requirements for Intermediate Position:

  • Education: Bachelor’s degree in a field related to Information Technology or related to healthcare or equivalent combination of education and experience
  • 2-4 years overall relevant experience
  • Solid working knowledge of ITIL or other best-practice framework used to deliver IT products and services.
  • Demonstrated knowledge and expertise in the delivery and support of IT systems and support of the end-user community.
  • Solid oral, written, and interpersonal communication skills dealing with both IT and non-IT experienced audiences, including a diverse range of students, faculty, staff, and administrators.

Desired Qualifications*

  • Certified ITIL Practitioner
  • ITIL Foundations Certified

Underfill Statement

This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.

Background Screening

Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings.  Background screenings are performed in compliance with the Fair Credit Report Act. Pre-employment drug testing applies to all selected candidates, including new or additional faculty and staff appointments, as well as transfers from other U-M campuses.

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.