Senior Scientific Support Analyst

Department
 

BSD CTD - User Services - GDC

About the Department
 

The Center for Translational Data Science (CTDS) at the University of Chicago is a research center whose mission is to develop the discipline of translational data science to impactful problems in biology, medicine, healthcare, and the environment. We envision a world in which researchers have ready access to the data needed and the tools required to make data driven discoveries that increase our scientific knowledge and improve the quality of life. We architect ecosystems of large-scale commons of research data, computing resources, applications, tools, and services for the broader research community to use data at scale to pursue scientific inquiry and accelerate discovery. Learn more at https://gdc.cancer.gov/ , https://gen3.org/ , https://stats.gen3.org/ , and https://ctds.uchicago.edu/.

This at-will position is wholly or partially funded by contractual grant funding which is renewed under provisions set by the grantor of the contract. Employment will be contingent upon the continued receipt of these grant funds and satisfactory job performance.

Job Summary
 

The job uses best practices and knowledge to develop new and existing systems. Solves problems and anticipates evolving business requirements to identify, design, and implement appropriate process improvements, systems alternatives, and/or enhancements to current systems.

Using a deep understanding of the technological and scientific goals and methodologies within assigned data commons and cloud environments, the Senior Scientific Support Analyst serves as a primary contact and resource for end-users, clients, Center staff, and User Services team members-guiding, tracking, resolving, reporting on and analyzing inquiries and reports related to all aspects of user experience within a Translational Data Science research environment. The Sr.SSA develops strategies for educating users and clients, triages complex issues, plans and participates as an expert in conferences and meetings with clients, and collaborates on user management and issue resolution with the Center’s functional teams, senior personnel, and subject matter experts with an end goal of providing exceptional customer service and optimal user experiences.

Responsibilities

• Serve as primary contact on assigned data inquiries, resolving issues and tracking queries in an efficient and timely manner; keeps and monitors records of issues, reporting and analyzing trends.

• Provide exceptionally competent email support to our clients and staff, along with demonstrating dedication to high quality customer service.

• Perform problem analysis, evaluation, recreating, and resolution of client report problems.

• Use a deep understanding of the data, scientific goals and methodology, and underlying biological and translational concepts in assigned data commons and cloud environments to provide user support in high profile and troubling cases.

• Take full ownership of assigned cases, triaging them to the appropriate resources and guiding them through to achieve final resolution.

• Coordinate 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.

• Assist senior personnel and subject matter experts on escalated issues; coach other User Services team members on responding to and collaborating on issues.

• Exercise and exemplify good judgment to prioritize and manage inquiries of diverse scope and complexity.

• Identify gaps and assist in the development of client-facing training materials and documents and internal-facing documents like Standard Operating Procedures.

• Develop strategy on how to educate users on the technology and manage recommendations for optimization by participating in regular meetings on user experience and product development; includes planning, leading, and/or participating as an expert on CTDS data commons in conferences, symposia, and meetings with clients.

• Identify and analyze needs for ongoing improvement of business and quality processes.

• Stay current on user needs, internal projects, and the broader biotech, open source, and translational data science communities.

• Collaborate with internal and external stakeholders on research use cases and demonstrations of a platform; lead user education initiatives.

• Has a deep understanding of business process analyses, needs assessments, and preliminary cost/benefit analyses. Solves complex problems relating to computer equipment capacity, limitations, and operation time.

• Utilizes thorough understanding of business systems