Research Application Support Analyst

Overview

Supports technical aspects of the implementation, maintenance, and evaluation for Research Applications within Office of Research Operations (ORO). This role is responsible for application support, issue resolution, end user support, and data analysis to ensure data quality. The Research Operations Advanced Application Support Analyst will support all efforts and facilitate cross functional collaboration of the Research Applications within the Research Operations portfolio

Responsibilities

Serves as an expert resource for a variety of projects, such as application upgrades, change initiatives and new feature implementations. Develops, modifies, and tests user roles, designs access rights, and configures applications for use by clinical functional groups. Oversees administrative aspects of the applications, such as adding new user roles, adding new data sets, etc. Maintains administrative tracking documentation (change log/test plans/training and end-user support document inventory). Provides tier 1 support, and supports tier 2 issues with CTMS manager, and serves as the technical resource for complex issues that are escalated to teammates and/or product vendor(s). Examines complex data to optimize the efficiency and quality of collected data, resolves data quality problems. Collaborates with cross functional teams to improve institutional workflows and to provide system support. Coordinates with the application vendors on system configuration and support questions. Hosts routine meetings with the vendor’s support team(s) as needed. In collaboration with end-user support team, provides 1:1 personalized OnCore (i.e. CTMS) support as back up through ORO Office Hours. Assists CTMS Manager and ORO Education Manager with the review of all materials included in the training and support documentation library for final review before release. Reviews reporting requests, and analyzes the business requirements to determine custom report development. May design custom reports to end-user specifications (after committee approval) by utilizing SQL and/or other back-end database report writing tools. Performs other duties as required or assigned.

Qualifications

Bachelor’s degree with 3 years of system support experience, or the equivalent. Must have strong computer skills. SQL skills preferred. Prior experience with clinical research administration systems preferred. Must be self-directed, flexible, and have excellent organizational skills. Excellent written and verbal interpersonal communication skills required. Must have an analytical approach to problem solving and needs definition. Remote work experience preferred, but not required. Required Licensure/Certifications None