Lead and provide expertise for all aspects of end-user support, including help desk, user documentation, performing specific project SLA's, and communicating with stakeholders.
Lead a user services team supporting sponsored projects in the Center, ranging from large-scale to small-scale, multi-institutional federal contracts and grant-funded research collaborations.
Lead relevant portal and data release processes, including, but not limited to: Stakeholder management; scheduling; data submission coordination, harmonization, import, testing, and deployment; and implementation and testing between the user services, QA, and development teams.
Present major updates to stakeholders, including user support resolution, data releases, data model changes, submitter flow, and harmonization coordination as relevant.
Be accountable for timely and appropriate response to inquiries from strategic partners and the general user community.
Oversee dictionary updates; lead discussions on data model improvements and coordinate data migrations.
Improve the user experience by collecting and digesting user feedback, identifying critical user pain points, generating reports on user reported issues and requests, and translating those into product development recommendations.
Promote the growth of communities by planning and executing outreach events and initiatives.
Represent the Center to collaborators, sponsors, stakeholders, users, and the general scientific research community.
Develop a knowledge of how user-facing features are expected to perform and communicate to other teams when needed.
Ensure compliance with information security, data use agreements, and other regulatory requirements as they relate to user support.
Quickly and effectively triage any user-facing issues based on user input and/or internal development knowledge.
Develop reports and feedback for internal and external project leadership with useful user metrics and insights to inform future development and decision making.
Leads business process analyses, needs assessments, and preliminary cost/benefit analyses. Solves unique and complex problems relating to computer equipment capacity, limitations, and operation time.
Utilizes expertise and a thorough understanding of business systems and industry requirements to translate business and user needs into system requirement specifications.
Recommends process improvements in existing applications and revises existing system logic difficulties as necessary. Designs, develops, and implements new applications, systems architecture, network systems, and applications infrastructures.
Communicates and presents on system enhancements and/or alternatives to colleagues in IT management.
Performs other related work as needed.
Doctoral degree in Bioinformatics, the Biological Sciences, Computer Science, or a related field.
5+ years of customer or user-facing experience.
2+ years experience supervising staff.
Technical documentation and writing experience.
Experience leading software IT projects/products.
Experience with Linux and/or Unix.
3+ years experience in bioinformatics.
Experience working on research infrastructure.
Strong technical skills, ability to pick up quickly on our unique systems and offerings.
Ability to speak to both technical users and business stakeholders and interact at all levels of an organization.
Ability to represent Center, programs, projects, software products, and scientific outcomes at public events and conferences.
Ensure compliance with information security for technical systems and data use requirements as they relate to user services.
Oversee and create use documentation for open source software and for translational data science programs and platforms.
Ability to track user trends, anticipate needs, and advocate for users.
Ability to lead user training sessions, give product demonstrations, and oversee the onboarding of new team members.
Cover Letter (preferred)
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