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Competitive salary available based on qualifications, experience and education of the selected candidate.

Information and Technology Services (ITS) supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, and work, and be leaders in their fields. We are dedicated to creating cohesive digital experiences and promoting university wide innovations. ITS's mission is to be trusted enablers of technology for the U-M community. ITS works together to provide cohesive digital experiences and seamless support to the U-M community. For more information about ITS, visit: https://its.umich.edu/about

Information and Technology Services (ITS) at the University of Michigan is seeking a skilled IT Business Consultant to join our Customer Relationship (CR) team. In this pivotal role, you will serve as a strategic liaison between ITS Service Owners and unit IT leadership across the Ann Arbor, Dearborn, and Flint campuses, cultivating strong partnerships and supporting collaborative engagement.

You will become deeply familiar with the technology needs, business cycles, and unique priorities of each unit, ensuring that ITS solutions and decisions are aligned with campus requirements. Responsibilities include co-leadership of bi-monthly Unit Representative meetings, which provide a forum for IT teams from schools and colleges to learn about new IT initiatives, service updates, and major changes impacting their units. As well as co-facilitation of  ITS Service Owner and Service Manager meetings, supporting collaboration, alignment, and information-sharing across ITS service leadership.

As an advocate for campus stakeholders within the ITS Change process, you will ensure that business cycles, critical dates, and operational impacts are fully considered. Your expertise will enable you to effectively communicate service changes to all relevant constituents, while proactively escalating concerns and feedback from campus units to ITS leadership. This approach will help drive responsive, customer-centric service and support successful outcomes for the campus community.

You will possess comprehensive knowledge about ITS services, including new offerings, retirements, and major updates, enabling you to advise campus partners on the implications and opportunities associated with IT changes. As the primary point of contact for ITS services within your assigned units, you will foster collaborative relationships, streamline communication, and champion process improvements.

The ideal candidate excels at bridging business and technology, demonstrates strong independent problem-solving skills, and is committed to advancing the University of Michigan's mission through innovative IT solutions and continuous improvement. If you are passionate about transforming campus experiences and contributing to a dynamic team, we invite you to apply.

• Collaborate with ITS Service Owners and unit IT leadership to build strong partnerships and align IT solutions with campus needs.
• Support effective engagement across the Ann Arbor, Dearborn, and Flint campuses, and Michigan Medicine, understanding the unique technology requirements and business cycles of each unit.
• Co-lead bi-monthly Unit Representative meetings, providing forums for IT teams from schools and colleges to discuss new initiatives, service updates, and changes impacting their units.
• Co-facilitate bi-monthly ITS Service Owner and Service Manager meetings promoting collaboration, alignment, and information-sharing across ITS leadership.
• Advocate for campus stakeholders in the ITS Change process by ensuring business cycles, critical dates, and operational impacts are adequately considered.
• Communicate service changes proactively and clearly to campus stakeholders, ensuring timely and effective information flow.
• Escalate concerns and feedback from campus partners to ITS leadership, driving customer-centric service and positive outcomes for the university community.
• Stay updated on ITS services, including new offerings, major updates, and retirements, to advise campus units on impacts and opportunities.
• Act as the primary point of contact for ITS services within assigned units, streamlining communication and facilitating problem resolution.
• Champion process improvements and innovative IT solutions that enhance campus experiences and advance the University of Michigan's mission.

• Bachelor's degree in information technology, business administration, or a related field, or an equivalent combination of education, certification, and experience
• Minimum of four years' demonstrated experience in a related role requiring confidentiality, timeliness, customer service, organizational skills, prioritization, and independent problem-solving
• Proven experience facilitating meetings and building relationships between IT and business units
• Experience communicating complex IT concepts to non-technical stakeholders and managing change in a collaborative environment
• Ability to advocate for customer needs within IT frameworks and escalate issues appropriately
• Strong written and verbal communication skills, with a history of producing clear and concise documentation and reports

• Relevant experience with enterprise IT services, project management, or service management in a higher education environment
• Familiarity with University of Michigan ITS systems and organizational structure, or similar higher education environments
• Prior experience with customer relationship management (CRM), business consulting, or stakeholder engagement in IT
• Knowledge of enterprise platforms such as PeopleSoft, TeamDynamix, or comparable systems
• Understanding of the unique challenges and business cycles within academic institutions, especially related to technology adoption and support

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.

Benefits at the University of Michigan

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 with immediate vesting
• Many choices for comprehensive health insurance
• Life insurance
• Long-term disability coverage
• Flexible spending accounts for healthcare and dependent care expenses
• Dental and Vision Insurance
• Parental and Maternity Leave

The University of Michigan is an equal employment opportunity employer.