Scientific Support Analyst

Job Description:
We are looking for a Scientific Support Analyst to support our data commons platforms. Alongside our team of experts in systems administration, software development, and bioinformatics, you will join a support team dedicated to operations of our platforms that enable data sharing in the scientific research community. We offer numerous petabytes of centralized and harmonized cancer genomic data to a range of users from small research projects to large analytics applications. The support team has an extraordinary opportunity to deliver on our mission of advancing cancer and biomedical research through data science by collaborating with thought leaders and respected research teams across the country.

Responsibilities:

• Serve as our primary user contact on data inquiries, resolving issues and tackling queries in an efficient and timely manner.
• Provide exceptionally competent email support to our clients and staff, along with demonstrating dedication to high quality customer service.
• Specialize in problem source identification and issue resolution in our data commons and cloud environments.
• Perform problem analysis, evaluation, recreation, and resolution of client report problems.
• Develop a deep understanding of the data and the underlying biological concepts.
• Seek to comprehend the scientific goal and methodology to provide domain-specific support to users.
• Take full ownership of assigned cases, triaging them to the appropriate resources, and guiding them through to achieve final resolution.
• Provide exceptionally competent email support to users and staff .
• Coordinate with functional teams (operations, development, bioinformatics, and information security) for user management and issue resolution.
• Assist senior personnel and subject matter experts on escalated issues.
• Manage ticket queues and collaborative resolution to ensure goals and deadlines are met.
• Exercise judgment to prioritize and manage inquiries of diverse scope and complexity.
• Document all user interactions in the ticketing system.
• Communicate primarily through well-constructed emails about complex technical issues.
• Develop relationships with individual users.
• Assist in the development of client-facing training materials and documents.
• Maintain internal documentation and Standard Operating Procedures.
• Contribute to the Knowledge Management database.
• Participate in educating users on the technology and make recommendations for optimization.
• Track user complaints, proactively monitoring to identify trends.
• Conduct failure investigation with cross-functional teams.
• Contribute to ongoing improvement of business and quality processes.
• Stay current on user needs, internal projects, and the broader biotech community.
• On-call responsibilities as required.

This at-will position is wholly or partially funded by contractual grant funding which is renewed under provisions set by the grantor of the contract. Employment will be contingent upon the continued receipt of these grant funds and satisfactory job performance. If this position is eliminated due to the discontinuation of grant funding, a minimum of one pay period’s written notice (If exempt: 30 days, If non-exempt: 2 weeks), or pay in-lieu of notice will be given.

Competencies:

• Strong technical skills, ability to pick up quickly on our unique systems and offerings
• Passionate about contributing to a larger effort to transform cancer research and accelerate scientific discovery
• Ability to come into a team used to minimal supervision and oversight and ensure accountability for performance
• Ability to speak to both technical users and business stakeholders and interact at all levels of an organization.
• Superior verbal and written communication skills
• Strong relationship building skills
• Ability to work in an environment where processes, services, and business models have not yet been fully defined.
• High level of creativity within uncompromised integrity
• Ability to handle sensitive matters with tact and discretion
• Fluent in the English language

Additional Requirements

Education:

• Advanced degree in Biology, Bioinformatics, Computer Science, or a related technical area required.
• PhD in Biology, Bioinformatics, Computer Science, or a related technical area preferred.

Experience:

• Minimum three (3) years experience in a relevant technical, user support, or project/product management role required.
• Minimum three (3) years experience in customer service or client relations required.
• Technical documentation and writing experience preferred.
• Experience in bioinformatics preferred.
• Experience working on research infrastructure preferred.
• Experience with both hardware and software IT projects preferred.

Working Conditions:

• Laboratory environment.
• Office environment.

Physical Effort:

• Ability to travel to various off-campus locations.
• Ability to travel to various on-campus locations.
• Ability to sit for 2 hours to 4 hours.

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Requeriments :

• Doctorate Degree

Skills :

• Bioinformatics

Areas :

• Other

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Additional Info:
Preferred Documents: Cover Letter

Required Documents:

-Resume

-References

NOTE: When applying, all required documents MUST be uploaded under the Resume/CV section of the application

Benefit Eligibility: Yes

Pay Frequency: Monthly

Pay Range: Depends on Qualification

Scheduled Weekly Hours: 37.5

Union: Non-Union

Job is Exempt? Yes

Drug Test Required? No

Does this position require incumbent to operate a vehicle on the job? No

Health Screen Required? No

Posting Date: 2018-03-22-07:00

Remove from Posting On or Before: 2018-09-22-07:00

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