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IT Analyst-CDMS Data Transfer Services Actions
Durham, NC 27701 United States
As a member of the DCRI IT Applications Management team, this position will participate as an Application Owner for DCRI's suite of enterprise, departmental and local applications. The Applications Management team maintains responsibility for the technical operation, service delivery, vendor, customer and business relationship management for DCRI's suite of applications.
Subject Matter Expert (SME) for DCRI's suite of enterprise, departmental and local applications. This position's primary focus is as application/service owner for DCRI's Enterprise Scheduler system and data transfer interfaces as well as operational support of DCRI's Electronic Data Capture (EDC) suite of applications. Responsible for all technical support, operation and coordination of DCRI application services, including application deployment, updates/upgrades, patching, retirement and overall ownership of the entire Live Computing Environment.
Provides technical and operational support of all primary applications, including receiving escalated support issues from the Service Desk and providing end-to-end customer support and solution delivery for all technical issues.
Manage complex system and operational support relative to the maintenance and enhancement of all systems supporting DCRI's business delivery and operations. Address all application-related customer request and incidents escalated from the DCRI Service Desk, and maintain overall responsibility for incident resolution, coordinating across all departments, support organizations and vendors throughout the entire ticket lifecycle.
Analyzes system and support performance through various statistical and reporting methods. Observe, measure, and report service and support performance against customer requirements, OLAs, SLAs, and other metrics and recommend modifications to existing systems or development of new systems and support services.
Update and maintain the appropriate application-related Request and Incident Management, Change and Release Management, Knowledge Base, CMDB and Service Catalog systems.
Manages vendor relationship and support escalations to vendor for the resolution of customer support issues. Coordinate and participate in quality assurance and user acceptance testing of all applications prior to customer delivery to ensure the highest quality of product delivery and achievement of all customer requirement with the least customer support impact.
Develop and deliver presentations, training and other materials to the DCRI Service Desk, DCRI staff and customers in support of sales, marketing and technical execution of DCRI's application portfolio.
Markets the image of the DCRI's applications as a solution showcase that advances DCRI and IT's vision and strategy by: Providing business engagement and representation of applications and systems, including analysis and response to RFI's, RFP's and other proposals. Gather, document and measure to customer requirements to ensure product delivery meets and exceed the customer's needs.
Proactively reaching out to diverse business areas and developing a customer care philosophy that ensures customer satisfaction. Implementing techniques to improve first call resolution, managing customer perception, and building strong internal/external relationships. Understanding, investigating and communicating with the business and customer community to deliver market and industry-leading solutions and services.
Effectively addressing escalated customer concerns. Accountable for application-related communications to DCRI faculty, staff, vendors and customers. Participate and varied levels of responsibility for tasks and process within service strategy, service design, service transition, service operations and continual service improvement processes. Participates in selection and implementation of appropriate technology and practices to maximize applications effectiveness. Participates in proactive monitoring of Business and Technology Services together with associated Infrastructure and Application components ensuring adherence to the established SLAs.
Enterprise scheduler systems, data transfer and EDC systems is required. Experience with Cisco TIDAL and Oracle InForm is strongly preferred. Experience in authoring automation scripting in languages such as PERL and PowerShell is required.
Working knowledge of UNIX-based operating systems is required. Working knowledge of SSH, TLS, SFTP and other common data integrations and transfers is required. Application Management, Application Owner, Service Owner or other related experience is strongly preferred.
Excellent customer service skills, strong interpersonal skills, excellent time management skills, excellent documentation skills, project management skills, strong presentation skills. Working knowledge of ITIL and PMP or other project management framework and/or certification is strongly preferred Vendor management experience is preferred.
Academic environment and/or Duke experience is desired.
The individual must possess and employ the highest ethical and business standards and always conduct himself/herself with the greatest degree of professional integrity. Excellent interpersonal, negotiating, and marketing skills to support coordinating activity across organizational lines. Excellent oral and written communications; an ability to present and discuss technical information in a way that establishes rapport, persuades others, and gains understanding. Ability to interact and deliver presentations with customers, senior level of management, functional leads, customer community, and IT management/technical staff. Strong ability to collaborate with technical, business, vendor and individual contributors to define business process issues, analyze operational efficiencies, implement creative solutions, and deliver measurable results. Ability to promote collaboration and teamwork across organizational boundaries. Independent worker, yet able to take direction from management and business owners and provide regular status updates. Must make effective and timely decisions, considering risks, benefits, alternatives, stakeholder perspectives, organizational impacts and alignment to overall goals. Continuously strives to improve service, deliver value-added solutions and make it easy for customers to interact with IT.
Bachelor's degree and 4 or more years related experience, or equivalent combination of education and experience. Experience 4+ years of subject matter expert, advanced system/application support, business analyst, application management, application owner, service owner, project management or equivalent experience.
North Carolina Biotechnology Center