Job Summary

The Information and Technology Services (ITS) organization has an exciting opportunity to employ a Business Process Coordinator Intermediate to design, build and deliver technical, customer service, and continuous improvement projects or programs to meet the operational needs of the ITS Business Services and Infrastructure organization. This position will be responsible for refining existing operational processes,  managing and tracking of service level agreements and contracts, and assisting the Infrastructure management team where appropriate.
 
This role requires someone with a passion for engaging, learning, proactively identifying tasks and areas of process improvement, and has a willingness to learn technical service language in the various infrastructure lines of business.  A history of success in a service-oriented environment along with a demonstrated ability to work collaboratively across multiple teams to measurably improve service levels and/or process efficiency is required.

This position will report to the ITS Director of Business Services in the ITS Business Services team. The Business Services team is focused on the management of the service order business which is responsible for generating revenue for the infrastructure organization and helping to maintain a culture of service excellence. This position will also perform other duties as assigned by the Director of Business Services.  

Responsibilities*

Production Support
Actively coordinates with directors of the infrastructure lead team and other work groups to design presentations, deliver business and technical tasks, and ensure strong customer service to meet ongoing operational needs. Communicates with key stakeholders across the organization to understand and capture information and/or data for analysis or presentation.
Prepares for and facilitates group sessions as needed.

• Collaborate with directors, managers and employees to analyze available data to understand operational needs of the Infrastructure staff. This includes but is not limited to process improvement initiatives.
• Provide support for infrastructure staff to ensure they are aware of the latest workflows.
• Maintain infrastructure service level agreements for annual renewals.
• Prepare and route documents for eSignatures from leadership.
• Work with the INF Program Manager to maintain infrastructure roadmap detail.
• Work with the Director of Network Engineering to create presentations on network metrics.
• Maintain and execute IRAP and VPN exemption renewals.
• Manage switch support costs as directed by the Director of Network Engineering.
• Maintain the device replacement calendar.
  

Business Process Assurance
Coordinates project tasks with SMEs, stakeholders in order to meet project objectives. Provides status reports, exchanges relevant information with management and project teams and meets timelines. Provides accurate time estimates for tasks, identifies impacted teams and notifies management of potential risks and issues.

• Effectively utilize leadership, analytical and creative problem solving skills, interpersonal and communication skills through status reviews, updates and presentations.
• Leverage standard process methodologies, as evident by successful management, and implementation of projects.
• Demonstrate effective collaboration across the organization through inclusion of appropriate stakeholders and engagement of project teams.
• Demonstrate effectiveness in time and quality management by completing tasks on time, within budget and as described in project scope.

Development of Self and Others
Stays current with relevant advances in technologies. Responsible for maintaining and updating knowledge of IT policies and procedures, hardware, software, and technical services. This can include: on-the-job coaching, attending technical courses or conferences, reading, research, and testing. Develops and follows best practices and procedures and shares knowledge with team members.

• Maintain expert knowledge of business process tools and resources to ensure consistency across the organization and sharing of best practices.
• Demonstrates skill development by actively participating in growth opportunities for continuous development and improvement and applying new skills/knowledge to the job as evident by the ability to efficiently and effectively perform assigned duties, resulting in meeting or exceeding customer expectations and performance metrics.
• Demonstrated initiative in participating in growth opportunities for continuous development and improvement.
  

Required Qualifications*

• Bachelor's degree in a related field and/or equivalent combination of education, certification and experience.
• Minimum of two years experience in organizational process and administrative development.
• Demonstrated experience providing direct customer support/service in an IT environment.
• Excellent communication (written and oral) as demonstrated by the ability to translate complex topics into clear and engaging presentations/documentation. 
• Demonstrates knowledge of the primary mission of the Infrastructure organization.
• Demonstrates awareness of the diversity of constituency groups and subject matter experts and their roles and purposes and issues.
• Demonstrates awareness of the diversity of constituency groups and their roles and purposes and issues.
• Demonstrated ability to use formal/informal networks to accomplish tasks and objectives, developing and maintaining smooth, cooperative working relationships.
• Demonstrated ability to provide necessary attention to solve different level problems, often multitasking to solve moderate level problems.  
• Defines problems, analyzes causes, identifies possible solutions, selects the best solution, and develops action plans.  
• Understanding and accepting the need for change, cooperating in implementation, and constructively voicing concerns and proposing alternatives.
• Demonstrated behavior aligned with the values and ethics of the organization and profession.

Desired Qualifications*

• Experience developing and delivering business processes in an IT and customer-service environment.
• IT/higher education experience.

Modes of Work

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.

Application Deadline

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.

U-M EEO/AA Statement

The University of Michigan is an equal opportunity/affirmative action employer.