Research Technology Analyst

POSITION SUMMARY:

Provides expert support to end-users, employing a high degree of customer service, technical expertise, and timeliness. Has frequent interactions with customers; therefore, must be effective in interpersonal communications and problem solving. Uses a high degree of patience and problem management techniques to solve problems. Follows through on resolution with users. Adheres to established standards in configuring and deploying systems for research. Supports the Research Technology Program by taking break/fix trouble calls, managing hardware/software process and triages the ServiceNow team ticket queue. Installs, configures, and troubleshoots enterprise desktop computing platform and software required for research. Assists in developing support standards, process, procedures, policy, workflows, and service level agreements.

Position: Research Technology Analyst       

Department: BMC System IT Admin

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

Duties further defined include but are not limited to:

• Responsible for ensuring excellent customer service at all times.
• Demonstrates strong multitasking skills displaying the ability to directly and indirectly manage numerous tasks, and daily support operations. 
• Manage purchasing and deployment of research computing equipment.
• Triage Research Technology Program ServiceNow request queue and prioritize appropriately to meet deadlines and requirements. Escalate those requests that require the attention of leadership (projects, budget requests, feasibility consults etc).
• Works with research study team to ensure adequate funding is allocated for computing equipment for the duration of the research study.
• Ensure leadership is kept updated and are involved in initiatives as appropriate. 
• Ensure applications and equipment meet BMC technical requirements and constraints. 
• Adheres to established standards in first and second level Technical Support for hardware/software related issues.
• Support the research community by taking all break/fix trouble calls from researchers as needed.
• Coordinate with Information Security team to validate and receive approval for use of newly requested research related software.
• Manage research software approval process, licensing, install, support and documentation. 
• Complete technical surveys requested by specific study sponsors.
• Perform upgrades and system administration of systems supported by the Research Technology Program.
• Support required system upgrades for those systems used for contribution to national databases.
• Oversee the study monitor access to Epic process.
• Maintain adequate documentation, including but not limited to visio diagrams, application narratives, etc.
• Must adhere to all of BMC’s RESPECT behavioral standards.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job.  The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

Bachelor's degree preferred, in computer science or equivalent field. May substitute an equivalent combination of education and experience.

CERTIFICATES, LICENSES, REGISTRATIONS PREFERRED:

A+, Network +, Microsoft Certified Professional (MCP), etc.

EXPERIENCE:

Minimum of 5 years IT support, including time in a client facing support role.

KNOWLEDGE AND SKILLS:

• Must be highly organized and detail-oriented and be able to work both independently and as part of a team.
• Strong software and application knowledge with base knowledge of relevant technologies, information security, and information exchange.
• Strong verbal and written communication skills.
• Ability to demonstrate analytical, problem-solving and conceptual skills.
• Excellent interpersonal and communication skills to positively interact with a variety of Health System personnel, including physician and leadership staff.
• Highly skilled experience and knowledge of Windows-based software required, including but not limited to Microsoft Windows, Outlook, Excel and Access. Mac experience preferred.
• Possess effective time management skills to permit handling of large and diversified workload.
• Adopts a culture of continuous learning, improving and development.

Equal Opportunity Employer/Disabled/Veterans