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Posted: Sunday, February 4, 2018 5:23 AM

How to Apply
A cover letter is required for consideration for this position and should be attached as the first page of your resume. The cover letter should address your specific interest in the position and outline skills and experience that directly relate to this position.
**Job Summary**
This is a high impact role that provides daily operational and end-user support to UMHS for the Aspect ACD system. This role requires exceptional organization, communication and technical skills to support and enhance the ACD system.
Will work closely with other HITS team members, AT&T, Cisco, Aspect and end users to provide issue solutions, operational maintenance, and product enhancements for the Aspect software. This role will perform Aspect software system configuration, modification, M3 call flow programming, be involved with application reporting and all other activities related to supporting and maintaining the application. Will participate in departmental on call rotation.
**Responsibilities***
**Consultation, Needs Assessment, Conceptualization, Design and Plan**
+ Consult with appropriate committees, executives, managers, and representatives, to provide an assessment of the customer requirement(s) or need(s). Identify multiple solutions to provide the service.
+ Design and create the solution(s) or enhancement(s), evaluate alternatives, make recommendations to resolve the issue(s) or deliver service(s)/product(s). Investigate initial environmental concerns, equipment capacities, network services and infrastructure requirements.
+ Prepares the design, specifications, plans, estimates and reports for Aspect initiatives, this may include bringing new sites on the system.
+ Conducts advanced and complex engineering and related studies, evaluates alternatives, makes recommendations and presents reports.
+ Participate in cross-training initiatives among peers and assist in identifying and developing future initiatives.
**Programming, Implementation and Expertise**
+ Perform Aspect programming for call center flows and routing. Programming will be for issue resolution and customer enhancements.
+ Provide programming for bringing new call center sites online.
+ Installation of programming changes into productions in a controlled structured manner.
+ Conduct pilots and trials of new features and functionality or devices related directly to ACD system.
+ Create a variety of written materials, as required, including: reports, plans, project scope documents, training documents, operations documents, and process and procedure documents.
+ Provide professional and technical expertise on a day-today basis.
**Required Qualifications***
**Qualifications for Intermediate Position:**
+ Bachelor s degree in Business, Information Technology or equivalent combination of education and relevant experience
+ 5-10 years of experience with a combination of IT trouble shooting, systems design, analysis, and programming.
+ Automated Call Distribution experience
+ Telephony knowledge/experience
+ Knowledge and understanding of monitoring and troubleshooting tools and methodologies
+ Proven technical experience with solid system administration skills and the ability to maintain a positive attitude while working in a dynamic, fast paced environment
+ Excellent written and oral communication skills
+ Excellent interpersonal, communication and organizational skills with the ability to interact effectively with employees at all levels within the organization
**Qualifications for Associate position:**
+ Bachelor s degree in Business, Information Technology or equivalent combination of education and relevant experience
+ 2-5 years of experience with a combination of basic IT trouble shooting. Assists with systems design, analysis, and programming.
+ Automated Call Distribution experience
+ Telephony knowledge/experience
+ Knowledge and understanding of monitoring and troubleshooting tools and methodologies
+ Technical experience with system administration skills and the ability to maintain a positive attitude while working in a dynamic, fast paced environment
+ Good written and oral communication skills
+ Exhibits interpersonal and organizational skills with the ability to interact effectively with employees at all levels within the organization
**Desired Qualifications***
+ Basic Understanding of Aspect M3 Designer programming, preferably version 7.3 an extreme plus
**Underfill Statement**
This position may be underfilled at a lower classification depending on the qualifications of the selected candidate.
**Background Screening**
Michigan Medicine conducts background screening and pre-employment drug testing on job candidates upon acceptance of a contingent job offer and may use a third party administrator to conduct background screenings. Background screenings are performed in compliance with the Fair Credit Report Act.
**Application Deadline**
Job openings are posted for a minimum of seven calendar days. This job 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.
**Job Detail**
**Job Opening ID**
151303
**Working Title**
App Sys Analyst/Programmer Inter /Assoc.
**Job Title**
App Sys Analyst/Prgm Inter
**Work Location**
Michigan Medicine - Health SysAnn Arbor, MI
**Full/Part Time**
Full-Time
**Regular/Temporary**
Regular
**FLSA Status**
Exempt
**Organizational Group**
Exec Vp Med Affairs
**Department**
HITS AOM SvcDeskOps-ACD
**Posting Begin/End Date**
2/01/2018 2/08/2018
**Paid Time Off**
Yes
**Career Interest**
Information Technology
Apply Now at mich.edu/job_detail/apply/151303
Associated topics: business analysis, business analyst, business systems analyst, consultant, customer, information technology consultant, market, marketing, sap, senior consultant

Source: http://www.jobs2careers.com/click.php?id=4876161625.96


• Location: Ann Arbor

• Post ID: 46270297 annarbor
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