Research Support Analyst - Hybrid/Remote (Help Desk) (umiami)

Job Description

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The Office of the Vice Provost for Research & Scholarship, Research Intelligence & Capacity (RIC) unit has a job opportunity for a Research Support Analyst to work at the University of Miami.

CORE JOB SUMMARY                   

The Research Support Analyst (Help Desk) oversees the operational performance of various research applications. This role provides support to end users, which may include research support staff, faculty/Principal Investigators (PIs), external users and collaborates with vendors and stakeholders across the University in order to implement best practice and expand the usage of research platforms.

CORE JOB FUNCTIONS                                                                                           

• Supports research applications in order to ensure operations are stable and information contained within are appropriate and accurate.
• Evaluates new technologies to discover new and better ways to enhance research. 
• Consults with other teams in order to implement the best research practices.
• Conducts research studies evaluating the use of technologies and their impact on outcomes.
• Reviews and resolves any data or system inconsistencies or discrepancies.
• Supports grants related systems and provides resources.
• Assigns users to their projects to ensure data accessibility within the system while adhering to organizational policies and security protocols.
• Coordinates with IT and vendors to test, schedule, and deploys system patches, ensures minimal disruption to operations and alignment with organizational security policies.
• Provides research support and maintains support related documents and research system requirements.
• Analyzes, identifies, and communicates system and business requirements to applicable vendor(s) and departments.
• Provides training and technical support to end users who interact with the research management system. 
• Facilitates individual or group instruction to users or makes arrangements for instruction of software or systems.
• Generates, analyzes, and distributes data reports illustrating system usage and other relevant metrics.
• Addresses inquiries from research community members via email, phone, and online requests.
• Acts as liaison between end-users and technical team regarding issues pertaining to research platforms.
• Ensures follow-up with users for feedback and customer satisfaction surveys.
• Triages incoming requests for troubleshooting reported research platform issues.
• Participates in User Acceptance Testing to ensure proper functionality of system upgrades and feature enhancements.
• Research Applications used: Velos, REDCap, Huron Platforms, Complion.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

CORE QUALIFICATIONS                                                                                         

Education:

Bachelor’s degree in Business, Healthcare, Technology, or Informatics.

Experience: 

Minimum 2 years of relevant experience.  Any appropriate combination of relevant education, experience, and/or certifications may be considered.

Knowledge, Skills and Attitudes:

• Ability to communicate effectively in both oral and written form.
• Ability to maintain effective interpersonal relationships.
• Ability to handle difficult and stressful situations with professional composure.
• Ability to understand and follow instructions.
• Skill in completing assignments accurately and with attention to detail.
• Commitment to the University’s core values.
• Ability to work independently and/or in a collaborative environment.
• Use of Research Applications (Velos, REDCap, Huron Platforms, Complion).
• Microsoft Office Suite (Word, Excel, PowerPoint, Access).

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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