Cincinnati, Ohio
Brooklyn, New York
Posted: 19-Sep-23
Location: Ann Arbor, Michigan
Salary: Open
Internal Number: 239647
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.
Information and Technology Services (ITS) has an opening for a Software Life Cycle Analyst Associate. This position's focus is assisting in daily support and troubleshooting activities for customers and other members of the ITS team. Daily activities include troubleshooting licensing and software distribution issues, integrating software upgrades, inventory and website maintenance and assisting customers with requests for expiring software and software issues. The position will assist with record keeping related to software procurement and compliance. Other responsibilities include performing routine office tasks.
This position reports to the Software Services Manager in the Support Services group and collaborates with multiple teams in ITS. The Software Services team provides software license management and software procurement assistance to customers across the university.
Highly qualified individuals will need to possess self-directed, creative problem solving and analytical skills with a focus on high performance in a constantly changing and evolving environment.
Key responsibilities of this position include, but are not limited to, the following:
- Coordinate with team members and other service support groups to effectively resolve incidents and requests for software, as well as coordinate with vendor support.
- Assist in providing Tier I and Tier 2 technical support and service restoration for daily operations and project efforts.
- Providing support to technical staff in units across the university to manage installation, configuration, troubleshooting, upgrading and other licensing issues.
- Maintain a repository of software and a customer-facing website and database which includes versions, licensing restrictions, media locations and installation methods.
- Prepare reports by collecting, analyzing, and summarizing information and trends.
- Contribute to service enhancements by identifying and translating customer requirements and match those requirements to the capabilities of existing software and technologies and recommend improvements.
- Assist other team members in the development and updating of customer and technical support knowledge base documentation.
- Assist team members and customers in efforts to develop, design, implement and continuously improve the service.
- Assist in maintaining and updating knowledge of software policies and procedures.
- Develop and follows best practices and procedures and share knowledge with team members.
- Associate degree in computer science or a related field, or equivalent combination of education, certification, and experience.
- A minimum of one (1) year of experience in a customer service role including prioritization, troubleshooting, and gathering requirements and performing analysis on customer needs.
- Demonstrated ability in troubleshooting software problems on current versions of Windows & MAC OS.
- Demonstrated ability to leverage appropriate technical tools to perform day-to-day analysis tasks and reporting.
- A Bachelor?s degree in computer science or a related field.
- Working knowledge of software installation and licensing technologies.
- Familiarity with Software Asset Management as an IT discipline.
- Familiarity with U-M policies and procedures.
This position may work with and/or support systems that maintain or process sensitive institutional data as defined by university policy. Successful candidates must comply with federal, state, and local law and/or university policies or agreements that require the university to implement specific privacy and security safeguards, including but not limited to: ITAR, EAR, HIPAA and FISMA. 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.
Work Schedule, Location and Physical Demands
- Punctual, regular, and consistent attendance is required.
- Ann Arbor Campus or remote.
- Most of the work requires the ability to remain stationary utilizing a computer and teleconference software.
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 opportunity/affirmative action employer.
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