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electronic Research Administration (eRA) Support Specialist
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Position Number: 4033383
Location: Boston, MA
Position Type: Computer and Information Technology

electronic Research Administration (eRA) Support Specialist

About the Opportunity

Position Summary:
Under the supervision of the Lead eRA Administrator - Systems Manager and with support of senior level team members, the eRA Support Specialist is the primary point-of-contact for users of Northeastern's eRA applications and serves as the liaison between functional users of eRA systems and ITS database and systems administrators. The eRA Support Specialist provides technical and end-user support for eRA systems managed by the NU-RES Data, Operations and Systems team, and is responsible for infrastructure support to the NU-RES staff by responding to all incoming service requests for system installs, developing guidance, user documentation and providing end user training as well as identifying and documenting process and applications improvements. This position requires a level of competence with research administration and information technology, a strong ability to facilitate communication between groups that may have different needs and priorities and must have a strong commitment to creating positive client experiences and providing excellent customer service.

Qualifications:

Bachelors degree in Computer Science, or equivalent experience.
Ability to elicit and communicate technical and non-technical information in a clear and concise manner.
Self-motivate and work independently and as part of a team.
Demonstrate curiosity, problem-solving skills, and ability meet deadlines.
Ability to learn NU-RES eRA applications and teach others to use the same.
Knowledge of funding agency electronic research administration systems for user account creation and role assignment
Understanding of system performance monitoring and actions that can be taken to improve or correct performance.
Demonstrate understanding of how system management actions affect users and dependent / related functions.
Demonstrate competency in selecting methods and techniques to obtain solutions.
Ability to create and deliver effective end user training.
Excellent ability to perform diagnosis and problem-solving skills.
Working knowledge to be able to support eRA applications on Windows and MacOS devices, and assist NU-RES users with accessing applications on iOS and Android devices.

Key Responsibilities:
Work with customers to resolve problems and escalate to senior level team members if needed. Manage the ticket queue and re-assign tickets as needed. Document and monitor service requests to ensure the issue resolution meets or exceeds the service level standard. (40%)

Manage implementation, and test system enhancements, such as software, hardware and network configuration, updates and installations for projects or services with moderate scope. Proven mastery of software testing including test strategies, test plans, and test execution. (20%)

Assist with technical design documents, test plans for applications, prepare time estimates, and develop conversion and/or integration plans and system implementation plans. Review and prepare flow-charting and data analysis for requested customizations for potential inclusion into the existing reporting ecosystem. (10%)

Assist in the development and implementation of NU eRA training programs for faculty, investigators, and central and departmental administrators. Communication plans for the university community regarding eRA applications and other electronic research administration topics. Experience developing and conducting user training session, consulting and problem solving. Maintain eRA system documentation and training materials. (10%)

Work with resources to procure IT equipment, software and maintain IT asset repository. Organize and configure equipment, such as desktops/laptops for in house and remote employees. Provide technical support to NU-RES employees by troubleshooting applications, systems access, sponsor eRA, NCURA accounts set up, resolving hardware, software, and network-related issues; maintain NU-RES distribution email list. (20%)

Additional Information:
Northeastern is a global university and Provost Research supports its team working remotely. Remote locations and work schedules are determined based on operational needs and in consultation with Team members, consistent with University policies and guidance.

Position Type

Information Technology

Additional Information

Northeastern University considers factors such as candidate work experience, education and skills when extending an offer.

Northeastern has a comprehensive benefits package for benefit eligible employees. This includes medical, vision, dental, paid time off, tuition assistance, wellness & life, retirement- as well as commuting & transportation. Visit https://hr.northeastern.edu/benefits/ for more information.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.

To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/eRA-Support-Specialist_R109654