Research Concierge (Analyst, IT)

Location
Durham, NC
Posted
Apr 13, 2017
Institution Type
Four-Year Institution

Research Concierge (Analyst, IT)
Vice Dean Res Informtcs

Primary role:
The Research Concierge demonstrates knowledge across the entire Office of Research Informatics (ORI) application (software) portfolio to support our customers in their ongoing awareness, adoption, and utilization of our applications. Concierges provide at-elbow support to DUHS/SOM researchers, clinicians, and administrative staff. A strong understanding of the applications, systems, and processes that support the Duke research community and a commitment to excellent customer service and relationship building is required.

Essential tasks/responsibilities:
  • Effectively work with the research community to understand their individual workflows and suggest improvements to both workflow and utilization of applications within the ORI portfolio.
  • Serve as a liaison between the research community and the individual product teams. Provide an excellent level of customer service to the research community.
  • Assesses user work flows and makes recommendations on tools available in the ORI portfolio for improved efficiency.
  • Work with ORI project/product teams and peer organizations to collaboratively resolve complex issues, ensure continuous support across user groups, and assist in achieving both clinical and research business goals.
  • Support project/product teams with creation and optimization of user training materials including user guides, FAQs, and tip sheets. Provide individual instruction as necessary for users of applications within the ORI portfolio. Serve as a technical resource for ORI applications for training cores across the enterprise, including the Duke Office of Clinical Research (DOCR) training core.
  • Possess a deep functional understanding of applications and systems in the ORI portfolio both from an administrative/support level and an end-user level.
  • Provide at the elbow support for research application questions and issues within the ORI portfolio.
  • Liaise with the MyResearchNavigator service, Academic Desktop Support, Duke Office of Clinical Research (DOCR), Duke Health Technology Solutions (DHTS), clinical concierge teams, and ORI product teams to resolve issues or ensure users are connected with the appropriate support. Manage issues and tasks through a service management platform, ServiceNow.
  • Participate in application testing activities during development, implementation, and upgrade cycles to ensure the quality of ORI applications and to increase familiarity with features and functions to best support the research community.
  • Rotate schedule between in-office phone support, at the elbow support, and project/product team activities.
  • Provide after-hours support for rare urgent incidents through an on-call rotation.

Education/training:

Required: Bachelor's degree in a related field, or four years of related experience required.

Experience:

Required: Two years of customer service or customer engagement related experience supporting enterprise-level applications.
Preferred: Experience working in a clinical or research setting.

Licensure/certification:

Required: None

The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description

Requisition Number
401204611

Location
Durham

Duke Entity
MEDICAL CENTER

Job Code
2423 ANALYST, IT

Job Family Level
C

Exempt/Non-Exempt
Exempt

Full Time / Part Time
FULL TIME

Regular / Temporary
Regular

Shift
First/Day

Minimum Qualifications
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, genetic information, gender, gender identity, national origin, race, religion, sexual orientation, or veteran status. ******************************************************* Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

Education

Refer to Job Description

Auto req ID

85686BR

Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, genetic information, gender, gender expression, gender identity, national origin, race, religion, sexual orientation, or veteran status.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.

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