Summary
Information and Technology Services (ITS) at the University of Michigan has an exciting opportunity for you to join the Collaboration Services support team as a Cloud Collaboration Platforms Analyst/Administrator. Collaboration Services delivers services to all three U-M campuses including Google Workspace, Microsoft 365, Zoom, Slack, Dropbox and more.

You will engage with customers, vendors, and other support teams to administer technical platforms, resolve problems, implement new features, create documentation, and deliver exceptional customer service.

You will report to the Collaboration Services Manager.

Who We Are
ITS supports U-M faculty, researchers, staff, and students in their use of technology to teach, learn, research, work, and be leaders in their fields. ITS works together to provide a cohesive digital experience and seamless support to the U-M community. For more information, please visit our website: https://its.umich.edu/about

Why Work at 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
Many choices for comprehensive health insurance
Life insurance
Long-term disability coverage
Flexible spending accounts for healthcare and dependent care expenses
Maternity and Parental Leaves
Vision and Dental Insurance
Responsibilities*
Perform domain level administration of cloud platforms with scope over top level functions, account operations, settings configuration and integrated applications.
Deliver excellent customer service by managing expectations and communicating in support tickets to provide accurate, prompt resolutions to incidents and requests that meet customers expectations
Help maintain written procedures, processes, and technical support knowledge related to integrated applications with content tailored to the level and type of target audience
Work with vendors to file bug reports and resolve technical issues; develop automation workflows, respond to recommendations and remediation requests, and participate in process improvement projects.
Required Qualifications*
Bachelor's degree in computer science, information science, business analysis, or a related field, or equivalent combination of education and experience.

2+ years working in a role providing end-user technical support.

Experience providing tier 2/tier 3 support for some or all of the following cloud collaboration platforms in an enterprise environment: Google for Edu, Zoom, Slack, Dropbox, or Microsoft 365.

Experience using appropriate technical tools to perform daily administration tasks, troubleshooting, root-cause analysis, and service restoration

Experience working as part of a team to meet customer expectations.

Excellent customer service skills.

Experience writing technical documentation for a variety of audiences/skill levels.