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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 experience that directly relates to this position.

Job Summary

Health Information and Technology Services (HITS) is seeking a qualified individual to join their Classroom Services team in the role of Closed Captioning Associate. The position will provide direct support to the University of Michigan Medical Education Programs , faculty, and staff. This associate will advise and collaborate with staff, faculty, and department administration on closed captioning processing for all medical education lectures.

Mission Statement

Michigan Medicine improves the health of patients, populations, and communities through excellence in education, patient care, community service, research, and technology development, and through leadership activities in Michigan, nationally and internationally. Our mission is guided by our Strategic Principles and has three essential components; patient care, education, and research that together enhance our contribution to society. 

Department Overview: 

Health Information Technology & Services (HITS) plays a role in the success of Michigan Medicine by providing clinicians, educators, researchers, students, and staff with technology-related information, products, and support. HITS also provides institutional expertise related to IT strategy, security, infrastructure, and resource management. 

Division Overview: 

The Academic IT (AcadIT) division in Health Information & Technology Services (HITS) serves both the education and research communities at the University of Michigan Medical School (UMMS). We engage faculty, students, and staff to provide a holistic portfolio of software and applications, infrastructure, device support, and custom projects to enable innovation and excellence. AcadIT is comprised of three areas that work in concert to provide support: 1) Application Services - focused on product management and support for vendor applications; 2) Software Delivery - focused on building custom applications when a vendor solution is not available and offering secure application environments; 3) Technical Services & Engagement - focused on providing support for high-performance computing, device management, data integration, and scientific programming and engagement and outreach with our customers.

Why Work at Michigan?


The University of Michigan offers a comprehensive benefits package to help you stay well, protect yourself and your family, and plan for a secure future. More details at


  • Provide service-oriented high-quality customer service to faculty, staff, and students, assisting with audio/visual and computer technology and media
  • Establish and maintain a good relationship with all key stakeholders--media creators, administrators, and captioning vendors to allow clear and transparent instruction and support for the captioning process 
  • Ticket management, encompassing updates, transferring, follow-ups, resolving, customer assistance, and evaluating tickets 
  • Adapt workflow to accommodate special requests or situations that may require problem-solving and researching out of the box solutions 
  • Evaluate, recommend, and maintain workflows to allow for proficient use of time and money and still maintain finished products of the highest quality
  • Track the progress of media to be close captioned from initial contact to the final product 
  • Track and maintain videos across multiple cloud-based platforms pre and post captioning 
  • Evaluate and confirm pre-production media is confirming to naming conventions and is a compatible format for captioning 
  • Review completed post-production digital content for quality control and accuracy of closed captions and ensure it is in the appropriate platform for end-users access
  • Communicate and cooperate with colleagues on projects and technologies in team meetings and via electronic communication and other networking software
  • Troubleshoot technical issues, as well as track, resolve, and follow up on operational problems with equipment in the classroom.

Required Qualifications*

  • An associate degree or experience in information systems and/experience in various videoconferencing systems 
  • 1+ years of experience in a wide variety of business analysis techniques including gathering, translating, prioritizing, and documenting requirements, data and system analysis, design, and system testing 
  • Demonstrates ability to conduct root-cause analysis for problems of varying levels of complexity. Can understand and clearly articulate business and technical concepts 
  • Flexibility and adaptability to a changing environment is required including the ability to manage under deadline pressure, ambiguity, and changing priorities
  • Excellent interpersonal, written, and verbal communication skills
  • Experience and enthusiasm for customer service and helping people
  • Respects diversity; demonstrates respect for and seeks the opinion of others; trusts and values each person’s contributions to the team, develops and maintains smooth, cooperative working relationships

Desired Qualifications*

  • Experience working in the medical or education fields 
  • Experience working with faculty or students 
  • Experience with: 
  • Using ServiceNow, JIRA, or other ticketing systems 
  • Using Kaltura, MediaSite applications 
  • Using LucidChart, Visio, or other process mapping tools 
  • Using cloud storage such as DropBox and OneDrive.

Work Schedule

This position will require working during non-business hours (8am-5pm) and on limited weekends with the ability for you to negotiate alternative/flexible work schedules and remote/on-site options to suit your work-life balance, as long as customer needs are being met

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.


U-M COVID-19 Vaccination Policy

COVID-19 vaccinations are now required for all University of Michigan students, faculty and staff across all three campuses, including Michigan Medicine, by the start of the fall term on August 30, 2021.  This includes those working or learning remotely.  More information on this policy is available on the Campus Blueprint website or the U-M Dearborn and U-M Flint websites.