A cover letter and resume are important submissions for the hiring team to get a sense of your experience. In the cover letter, in one page or less, please let us know how this role aligns with your career aspirations and skills. Submit both a cover letter and resume as one file.

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

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 enabling university wide innovations by:

• Elevating the customer experience by providing proactive, laser focused customer service
• Providing appropriate IT security and privacy in an open university society, while enabling innovation
• Supporting data-informed decision making
• Delivering intuitive research computing solutions
• Building a world-class, transformational network and reliable administrative systems

In addition, we value those that proactively solve challenges, work with a sense of urgency, and seek a collaborative and inclusive work environment. 

Our mission is to be trusted enablers of technology for the U-M community. To learn more, visit: https://its.umich.edu.

Join the Information and Technology Services (ITS) team as an Emerging Technologies Solutions Analyst and help shape how AI is supported across the University of Michigan. As part of the Emerging Technology team, you will play a key role in advancing services like Go Blue and U-M GPT by strengthening how they are delivered through the ITS Service Center.

This role connects AI innovation with real customer impact. You will work closely with Service Center teams to improve how AI-related tickets are handled, uncover patterns in support needs, and drive faster, more effective resolutions for faculty, staff, and students.

You will also keep the Service Center ready for what's next. As new AI capabilities launch, you will turn them into clear guidance, documentation, and practical support approaches that staff can use immediately.

Working with ITS teams and campus partners, you will help improve and scale AI services across campus. If you like solving problems, improving systems, and making new technology actually work for people, this role delivers.

For more information about the department of ITS, please visit our website: http://www.its.umich.edu/

Technical Support 

The Emerging Technologies Solutions Analyst will support the implementation and maintenance of AI services such as Go Blue and U-M GPT. They will troubleshoot and resolve technical issues in collaboration with other technical teams and assist in evaluating and optimizing the use of platforms like Microsoft Azure, Amazon Web Services, and Google Cloud Platform.

Driving User Adoption

This role involves working directly with customers to understand their needs and assist them in adopting AI services. The programmer will help deliver training sessions and contribute to creating user-friendly documentation that supports customer success. Monitoring adoption metrics and suggesting improvements to enhance user engagement will also be part of the responsibilities.

Exploration of Emerging Technologies

The Emerging Technologies Solutions Analyst will research and review new AI technologies and methodologies. They will share their findings and provide actionable feedback to the software engineering team, helping to guide ongoing product development and service improvements.

Technical Collaboration and Planning Assistance 

In this area, the programmer will contribute technical insights during project discussions and assist in planning activities. They will help estimate resource needs and project timelines and work to align technical tasks with broader project goals under the direction of senior staff.

Customer Service and Relationship Management 

The programmer will maintain a strong commitment to providing excellent service to users and stakeholders. They will collect user feedback and relay it to development and support teams to drive continuous improvement in AI services.

• Bachelor's degree in Computer Science or related field
• Minimum 2 years of experience in a technical role
• Strong proficiency in Python, Java, or C++
• Hands-on experience with Microsoft Azure, AWS, Google Cloud
• Proven customer service skills
• Strong problem-solving and analytical skills
• Team player and able to work independently
• Demonstrated ability to communicate effectively in technical concepts both verbally and in writing to teams and customers
• Knowledge of AI applications

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.

PHYSICAL DEMANDS/WORK ENVIRONMENT

Punctual, regular, and consistent attendance is required.  Ability to work on technical equipment installed at heights of 10 feet or higher.  Normal amount of sitting, average mobility to move around an office environment, able to conduct normal amount of work at a computer.  Requires travel to various locations on the UM campuses and moves through buildings including stairways with test equipment weighing up to 40 lbs. utilizing proper safety techniques.  May require working during non-business hours and on weekends.  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 which the incumbent signs.  

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

Job openings are posted for at least 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.