Career Center

Job Description:

• Serves as primary contact on assigned data inquiries, resolving issues and tracking queries in an efficient and timely manner; keeps good records of issues and reports on trends.
• Provides exceptionally competent email support to our clients and staff, along with demonstrating dedication to high quality customer service.
• Performs problem analysis, evaluation, recreating, and resolution of client report problems.
• Develops deep understanding of the data, scientific goals and methodology, and underlying biological and translational concepts in assigned data commons and cloud environments.
• Takes full ownership of assigned cases, triaging them to the appropriate resources and guiding them through to achieve final resolution.
• Coordinates on user management and issue resolution with functional teams, including, but not necessarily limited to, operations, development, design, bioinformatics, data science, project management, and information security.
• Assists senior personnel and subject matter experts on escalated issues.
• Exercises judgment to prioritize and manage inquiries of diverse scope and complexity.
• Assists in the development of client-facing training materials and documents and internal-facing documents like Standard Operating Procedures.
• Participates in educating users on the technology and makes recommendations for optimization, including, but not limited to, participation at conference, symposia, and meetings with clients.
• Contributes to ongoing improvement of business and quality processes.
• Stays current on user needs, internal projects, and the broader biotech, open source, and translational data science communities.
• Collaborates with internal stakeholders on research use cases and demonstrations of a platform; participate in user education initiatives.
• With moderate direction from others, conducts business process analyses, needs assessments, and preliminary cost/benefits analyses. Uses basic understanding of applicable business processes, systems, and industry requirements.
• Implements functional, system, and program specifications. Assists in revising existing system logic difficulties as necessary, under the direction of more experienced colleagues.
• Performs other related work as needed.

Preferred Qualifications

Education:

• 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.

Experience:

• 3+ years of experience in customer service or client relations.
• Technical documentation and writing experience.
• Experience in bioinformatics, biostatistics, or related field.
• Experience working on research infrastructure.
• Experience with both hardware and software IT projects.

â‹Preferred Competencies

• Strong technical skills, and ability to pick up quickly on our unique systems and offerings.
• 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.
• Handle sensitive matters with tact and discretion.

Working Conditions

• Office environment.

Application Documents

• Resume/CV (required)
• Cover Letter (preferred)

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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