Information and Technology Services (ITS) has an exciting opportunity for a Performance Support Analyst Senior to join the Infrastructure Business Services within ITS. You will report to the Director of Business Services.

You will lead change management and communications efforts to support end-users across the university community who use infrastructure services. You will work directly with technical and marketing/communications teams as well as stakeholders in U-M units. You will provide expertise in instructional design and change management and knowledge of communications in order to plan and develop materials needed to provide excellent support for end-users.

You will lead change management initiatives and delegate tasks according to staff experience and skill levels. You will perform project management tasks, including resource and time estimates. You will participate in strategic planning and set the direction for the department.

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.

We value those who solve challenges and seek a collaborative and inclusive work environment.
 

ITS' 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. To learn more, visit: https://its.umich.edu.

In addition to a career filled with purpose and opportunity, we offer 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
• Flexible Work Program

Service Improvement

• You will lead service enhancement projects that require performance support, such as change management and communication plans, presentations and other materials for ITS Infrastructure projects and websites.
• You will collaborate with team members, customers and Tier 2 and 3 teams to understand service improvement requests and opportunities.
• You will follow established standards and methodology for designing training, change management programs and communication plans to meet customer-focused goals. Deliverables include change management and communication plans, procedural documentation, videos, website content and communications.

Project and Change Management

• Be viewed as a subject matter expert in communications, performance support, documentation development and change management. Coach, support, and guide Infrastructure staff in the execution of education and engagement efforts.
• Manage workload and determine priorities.
• Develop implementation and change management plans and timelines for projects.
• Provide status reports, exchange relevant information with management and project teams, and meet deadlines.

Develop Self and Others

• Stay current at a high level with relevant advances in technologies.
• Develop and follow best practices.
• Share knowledge with team members and serve as a mentor to other staff.

• Bachelor's degree in a related field or equivalent combination of education, certification and experience.
• Minimum of 4 years experience in a related role requiring customer service, organization, prioritization, creative problem solving and confidentiality. Also, be skilled at applying instructional design methods and theories as well as developing training, user documentation, or communications programs.
• Demonstrate strong writing and editing skills.
• Work with subject matter experts (SMEs) on technical documentation and articles to be translated into non-technical language.
• Experience leading project teams to meet customer expectations.
• Understanding of client relationship management, process mapping and improvement, project management, and production support.
• Demonstrated ability to listen actively and communicate effectively- on internal teams and when engaging at all levels with customers, subject matter experts and stakeholders.

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.

May require on-call availability and may require working during non-business hours and on weekends.

May require travel to various locations on and off the university campus.

UM- ITS welcomes a healthy applicant pool, so we encourage all interested applicants to apply. This position may be underfilled at a lower classification depending on the qualifications of the selected candidate. It will be filled at the Senior level salary range of $73,600 - $81,777 as the primary goal. The requirements listed below reflect the Senior level expectation. Applicants with lesser experience are encouraged to apply and may be considered if the primary goal is not met. Lesser-experienced candidates will be reviewed at an Intermediate level salary range of $57,898 - $64,332.

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.