A cover letter in the PDF format 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.

Information and Technology Services (ITS) at the University of Michigan has an exciting opportunity for you to join the Collaboration Services support team as a Cloud Collaboration Platforms Analyst/Administrator. Collaboration Services delivers services to all three U-M campuses including Google Workspace, Microsoft 365, Zoom, Slack, Dropbox and more.

You will engage with customers, vendors, and other support teams to administer technical platforms, resolve problems, implement new features, create documentation, and deliver exceptional customer service.

You will report to the Collaboration Services Manager.

ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, work, and be leaders in their fields. ITS works together to provide a cohesive digital experience and seamless support to the U-M community. For more information, please visit our website: https://its.umich.edu/about

In addition to a career filled with purpose and opportunity, 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. Benefits include:

• Generous time off
• A retirement plan that provides two-for-one matching contributions
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses
• Maternity and Parental Leaves
• Vision and Dental Insurance

• Perform domain level administration of cloud platforms with scope over top level functions, account operations, settings configuration and integrated applications.
• Deliver excellent customer service by managing expectations and communicating in support tickets to provide accurate, prompt resolutions to incidents and requests that meet customers expectations
• Help maintain written procedures, processes, and technical support knowledge related to integrated applications with content tailored to the level and type of target audience
• Work with vendors to file bug reports and resolve technical issues; develop automation workflows, respond to recommendations and remediation requests, and participate in process improvement projects.

• Bachelor's degree in computer science, information science, business analysis, or a related field, or equivalent combination of education and experience.
• 2+ years working in a role providing end-user technical support.
• Experience providing tier 2/tier 3 support for some or all of the following cloud collaboration platforms in an enterprise environment: Google for Edu, Zoom, Slack, Dropbox, or Microsoft 365.
• Experience using appropriate technical tools to perform daily administration tasks, troubleshooting, root-cause analysis, and service restoration
• Experience working as part of a team to meet customer expectations.
• Excellent customer service skills.
• Experience writing technical documentation for a variety of audiences/skill levels.

Physical Demands / Work Environment

• This job is hybrid working both on the Ann Arbor campus and remote.
• You will participate in an on-call rotation and perform occasional work during non-business hours and on weekends.

Positions that are eligible for hybrid or mobile/remote work mode are at the discretion of the hiring department. Work agreements are reviewed annually at a minimum and are subject to change at any time, and for any reason, throughout the course of employment. Learn more about the work modes.

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.

The University of Michigan is an equal employment opportunity employer.