User Support Specialist

Job Type

Full-time

Description

Welcome! At Digital Infuzion, we believe people can lead better, healthier lives. To do so, researchers need insights faster, and providers need on-demand data and tailored software solutions. We are passionate about developing innovative solutions for the healthcare industry so researchers and providers can better serve their patients. We go beyond ordinary health IT services and solutions because we see the advancement of technology and bioinformatics as opportunities to make meaningful impacts in patient's lives. If you feel drawn to doing what you love in a creative, open, and growth-oriented environment while helping people live healthier lives, then keep scrolling - we may have just the opportunity for you.

We are seeking a User Support Specialist to join a data science and analysis-oriented project supporting NIH. This is a work from home role though ideally this person would be located in the DC Metro region for an occasional on-site visit.

Responsibilities

• Provide best in class support to NIH and non-NIH funded researchers submitting and accessing data for secondary analysis as well as NIH program and grants management officials
• Be part of a team responsible for daily email and phone interactions (Tier I/II support) dedicated to clinical end users to ensure they receive an exceptional customer experience
• Effectively address concerns to resolve urgent, unique, or complex issues
• Document and analyze business processes and help drive business process improvement workflows
• Identify and recommend best practices for business analysis, training, and end user support functions
• Expertly communicate technical matters to non-technical end users and communicate non-technical information to technical end users and staff
• Maintain detailed, accurate, and timely order status information by collaborating with cross-functional groups to facilitate clinical deadlines
• Participate in regular team meetings to discuss team and project/program related activities, issues, changes, and communications as needed
• Develop and update SOPs, end user documentation, website content and webinars for the scientific community
• Participate in user acceptance testing

Requirements

• Strong interpersonal and communication skills; capable of supporting the training of users in applications and operating system fundamentals and developing documentation
• A strong communicator with oral and written fluency in English and ability to produce written program reports
• Presentation and public speaking experience
• Able to work within the core help desk hours of 8:30 AM to 5:30 PM EST.
• Excellent organizational and time management skills
• Self-starter with a strong desire to contribute and work collaboratively to achieve goals
• Ability to work independently and apply critical thinking and sound judgment
• Highly experienced in the use of computer programs to document and track work completed. Ability to navigate through database to find information and run reports
• Ability to work within a multi-disciplinary team
• Ability to communicate effectively with team members and client
• Effective analytical problem solving and decision-making skills
• Organized with high attention to detail to accurately interpret and enter data in a fast-paced, deadline-driven environment
• Equally comfortable with numbers and people, committed to science, and able to interact with a diverse staff and system end users, including people from other disciplines

Preferred Skills or Experience

• Content Management System (CMS) expertise
• Strong desire to support public scientific databases
• Experience working with sensitive and protected data (HIPAA)
• Experience working with Service Ticket management systems (i.e., Jira Help Desk, Zendesk)

Digital Infuzion, Inc. is an Equal Opportunity Employer. EOE/AA/M/F/D/V

It is the policy of Digital Infuzion, Inc. to provide equal employment opportunities without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, age, disability, marital status, veteran status, genetic information or any other protected characteristic under applicable law.

Pursuant to Executive Order on Ensuring Adequate COVID Safety Protocols for Federal Contractors. All applicants should be prepared to show proof of a COVID-19 vaccination upon hire.