You will 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.Â
Develop a deep understanding of the data and the underlying biological concepts.Â
Seek to comprehend the scientific goal and methodology to provide domain-specific support to users.Â
Take full ownership of assigned cases, triaging them to the appropriate resources, and guiding them through to achieve final resolution.Â
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.Â
Exercise judgment to prioritize and manage inquiries of diverse scope and complexity.Â Document all user interactions in the ticketing system.Â Communicate primarily through well-constructed emails about complex technical issues.Â Develop relationships with individual users.
Assist in the development of client-facing training materials and documents.Â Maintain internal documentation and Standard Operating Procedures.Â Contribute to the Knowledge Management database.Â Participate in educating users on the technology and make recommendations for optimization.
Track user complaints, proactively monitoring to identify trends.Â Conduct failure investigation with cross-functional teams.Â Contribute to ongoing improvement of business and quality processes.
Stay current on user needs, internal projects, and the broader biotech community.
Perform other duties as assigned.Â
On-call responsibilities as required.
Guides a variety of IT support activities for end-user hardware/software resolution, and guides end-users through troubleshooting procedures. Uses fundamental knowledge of University software systems to recommend system modifications to reduce user problems.
Uses in-depth knowledge of IT support best practices and experience with the University IT systems to conduct analyses and contribute to the resolution of complex problems
Performs other related work as needed.
Advanced degree in Biology, Bioinformatics, Computer Science, or a related technical area with high preference on PhD in Biology, Bioinformatics, Computer Science or a related technical area.
3+ years experience in customer service or client relations.
Technical documentation and writing experience.
Experience in bioinformatics.
Experience working on research infrastructure.
Experience with both hardware and software IT projects.
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.
Excellent written and verbal English language skills.
The University of Chicago is an Affirmative Action/Equal Opportunity/Disabled/Veterans Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national or ethnic origin, age, status as an individual with a disability, protected veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination.
Staff Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via the Applicant Inquiry Form.
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Internal Number: JR09167
About University of Chicago (UC)
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