The ITS Infrastructure Telecommunication Analyst group is responsible for providing excellent customer service to the University of Michigan campus for small and large unit Infrastructure projects. The Telecommunication Analyst group works with the Infrastructure Project Managers, Billing group, Field Service Unit, Foremen, Drafting, Assignments, Facilities/Telephone/Network Engineers, Telephone/Network Operations, and ITS Service Center (including the Network Operations Center team). Together they coordinate installations in campus units using a work order process which effectively improves and maintains data/telecommunication systems. The Telecommunications Analyst group is responsible for analyzing and creating solutions for projects and work orders. They are also responsible for assisting customers via email, phone, and in person around telecommunication questions and telecommunication analyst reports.
This position will report to the ITS Infrastructure Service Order Manager.
For more information on Infrastructure, visit: https://its.umich.edu/infrastructure.
Who We Are
Information and Technology Services (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 promoting university wide innovations. ITS's 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. For more information about ITS, visit: https://its.umich.edu/about.
Provide customer service to university faculty and staff, including unit IT, facilities, or administrative leadership via phone and email. Respond to customer telecommunication inquiries and resolve issues and concerns. Serve as backup for Billing team, as needed.
Answer Telecommunications line and address moderate telecommunications and Infrastructure questions including advanced telephone feature sets, determine appropriate phone/feature configurations for unit business cases & use, utilize system information to address routine network orders, intake Payment Card Industry requests, etc.
Partner with all Service Order teams including Project Managers, Billing, Field Service Unit, Foremen, Drafting, Assignments, Facilities/Telephone/Network Engineers, Telephone/Network Operations, and ITS Service Center (including the Network Operations Center team).
Understand work order process and apply to daily work. Identify challenges. Discuss improvements. Modify processes to reflect changes over time.
Configure ITS Infrastructure telecommunication devices and services to individual or unit specifications as part of the larger adds, moves, changes, and disconnects that are processed by the TA team.
Understand and use ITS Infrastructure Information Systems (e.g., Service Request System, Pinnacle), ITS Systems (e.g., TeamDynamix), and University Systems (e.g., MCommunity).
Use ITS Call Center functionality to answer and route customer inquiries.
Build, support, and maintain University Call Centers that are ITS customers of our Cisco Call Manager service.
Provide basic faculty and staff coaching (training) via phone or email. Provide in person training for medium to large projects and/or complex features, as appropriate.
Expected to demonstrate a high level of skill with critical and strategic thinking, communication, and providing a high level of quality service to customers.
2 years of directly related professional work experience.
Proven customer service experience over the phone, email, or in person. Ability to articulate a customer service philosophy and the importance of strong customer service to business relationships.
Demonstrated ability to communicate effectively over the phone, email, or in person.
Demonstrated ability to partner across teams to deliver service, complete work orders, provide reporting, or deliver accurate billing.
Demonstrated ability to handle moderate work orders.
Demonstrated ability to deliver internal and customer facing service delivery.
Proven IT system experience including email, document, spreadsheet, telecommunications, or enterprise financial systems.
Demonstrated ability to work with and direct internal teammates and campus customers to review. telecommunication systems and make suggestions for service changes that will best meet the customer's needs.
Demonstrated ability to provide email, phone, or in-person support for telecommunications systems.
Ability to show evidence of how you contributed and collaborated effectively as a member of a highly functioning and productive team and easily adapted to changing needs and requirements.
Demonstrate moderate analytical and independent problem-solving skills.
Proven ability to work independently and assume a broad range of responsibility.
Strong organizational skills and the ability to successfully complete multiple tasks within established and changing deadlines.