Associate IT Software Application Specialist, Research Technology

If you're ready to be part of our legacy of hope and innovation, we encourage you to take the first step and explore our current job openings. Your best is waiting to be discovered. 

 

Day - 08 Hour (United States of America)

This is a Stanford Health Care job.

The Associate IT Software Application Specialist is an integral part of the Research Technology team within Technology and Digital Solutions (TDS). This vibrant and innovative team provides research technology solutions and services for all of Stanford Medicine (School of Medicine, Stanford Health Care, and Stanford Children's Health). 

We are looking for an exceptional candidate who is enthusiastic about research, friendly, respectful, team player, collaborative, possesses excellent communication skills, is detail-oriented, as well as has a proven track record of providing superior customer support.

This role involves collaborating with researchers, data managers, and other stakeholders to support their REDCap-related needs as well as other research system needs.

The Stanford Medicine TDS group was formed to provide the Stanford Medicine community with the most innovative technology services as efficiently as possible. Led by Michael Pfeffer, CIO and Michael Halaas, Chief Operating Officer and Associate Dean in the School of Medicine, the unified organization enables new opportunities for groundbreaking work and compassionate care. 

A Brief Overview
The Associate IT Software Application Specialist works to improve applications by reviewing features, testing functionality, reproducing issues, creating documentation, and overseeing application workflows and customer requests. This role supports core functions of IT systems and services for Stanford Medicine.

The Associate IT Software Application Specialist is expected to be technically proficient in the supported software, paying attention to design, function, and performance, including log reviews, automated alerts, performance metrics, and overall service metrics.

The role will also assist with application specific workflows, such as triaging customer requests, provisioning resources, and tracking workflow progress.

This role will work, under the general guidance of senior members of the team, with both application developers and end-users and must be proficient at communicating in-person, via email, and through well written web/knowledge base articles.

Locations
Stanford Health Care

What you will do

• LEVEL OF SUPERVISION:
• Works under general supervision.
• Assignments are designed to provide training and practical experience that develops the incumbent’s ability to apply principles, methodologies, and procedures.
• Decisions range from specific task- related activities to broader project-level decisions.
• Seeks the manager’s review of work performed as needed, while in progress and at its completion, for accuracy and completeness.
• Independently coordinate long-running projects including all aspects of project management (from initial consult to final deliverable).
• CUSTOMER SUPPORT & INTERACTION:
• Provide tier-2 support of IT system incidents.
• Perform daily monitoring of applications in production use.
• Interacts with customers frequently via email, wiki, direct customer meetings, and other communication methods to gather and resolve issues.
• Communicate concepts in elegant, concise, eloquent form to management and to cross-functional departments or teams verbally, in writing, and through pictures or diagrams when appropriate.
• Take ownership of low to medium complexity issues and act as a liaison between customer and other support staff to facilitate resolution.
• Troubleshoot issues confronting customers and suggest technical solutions.
• Represent and speak on behalf of the group to wider community at large.
• ADDITIONAL DUTIES:
• Evaluate testing protocols on applications, noting, logging issues and deviations according to protocol
• Reproduce reported issues and create tickets in project management software
• Contribute to the design group's efforts to enhance the appeal of our supported applications
• Create and develop interaction design spec documents including conceptual models, user flow diagrams, wireframes, page schematics, mockups and prototypes
• Work closely with the development team to help create user-friendly, appealing, and functional applications
• Work closely with the development team to implement pages or applications into production; partnering to resolve implementation issues
• Understand the end user and how the end product’s functionality is intended to operate
<