Job Listings

Research System Support Analyst - Research Administration

Department:
RI Research Systems Operations
*
Research Systems Operations Department

Position Title:
Research System Support Analyst - Research Administration

Job Family Group:
Professional Staff

Job Description Summary:
The Customer Experience Analyst (CXA) serves as a member of the Research Systems Customer Experience team. The CXA is a first point of contact for KUMC Research Administration's Systems Support operations. The CXA is responsible for providing high quality customer service, prioritizing first-contact resolution. The CXA provides service through various venues depending upon customer preference, including email, instant messaging, video chat or telephone. The CXA is responsible for problem-solving, responding to customer feedback, and offering guidance and assistance in research system. The CXA is responsible for recording the details of reported Research Systems service requests and working to either resolve issue as quickly as possible or alerting and escalating them to the appropriate Research Administration and/or other enterprise support teams. The incumbent requires superior customer service skills. The CXA reports to the Director of Research Systems Operations.

Job Description:

Key Roles and Responsibilities:

• Assists in the review and update of materials needed for the support role
• Work both individually and within the team to address customer support issues while providing world-class customer service.
• Triage issues and customer support requests through various contacts vectors, including phone, email, chat, and video-chat.
• Resolve customer concerns during initial contact - prioritize first call resolution.
• Escalate issues to appropriate individuals or teams, and follow-up on incidents to ensure customer experience expectations are met.
• Accurately document customer support activities into the incident tracking/ticketing system and knowledge base.
• Leverage internal team members, subject matter experts, and external resources to answer questions and resolve issues.
• Participate in regularly scheduled work rotations with the Research System Support team.
• Continue learning research systems functionality to provide excellent customer experience.
• Actively provide unsolicited feedback to management to continually improve and evolve the customer experience delivery of the department.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. It is only a summary of the typical functions of the job, not an exhaustive list of all possible job responsibilities, tasks, duties, and assignments. Furthermore, job duties, responsibilities and activities may change at any time with or without notice.

Required Qualifications:

• 3 years experience in a customer service support role including chat, email and phone calls. Education may substitute for experience on a year for year basis.
• Experience with multiple desktop screens and mobile operating systems.
• Computer software and hardware troubleshooting knowledge and experience.

Preferred Qualifications:

• Associate degree with major course work in computer science, information systems, or other related technical field.
• One year experience in a customer facing information technology role.
• Related work experience in a higher education or academic health care organization.
• Previous call center or IT service desk experience.
• Experience using an incident tracking system.

Required Documents:

• Resume/CV
• Cover Letter

Comprehensive Benefits Package:

Coverage begins on day one for health, dental, and vision insurance and includes health expense accounts with generous employer contributions if the employee participates in a qualifying health plan. Employer-paid life insurance, long-term disability insurance, and various additional voluntary insurance plans are available. Paid time off, including vacation and sick, begins accruing upon hire, plus ten paid holidays. One paid discretionary day is available after six months of employment, and paid time off for bereavement, jury duty, military service, and parental leave is available after 12 months of employment. A retirement program with a generous employer contribution and additional voluntary retirement programs (457 or 403b) are available. https://www.kumc.edu/human-resources/benefits.html

Employee Type:
Regular

Time Type:
Full time

Rate Type:
Hourly

Compensation Statement:

The pay range listed for this position is determined by our compensation program using market data and salary benchmarking. A combination of factors is considered in making compensation decisions including, but not limited to, education, experience and training, qualifications relative to the requirements of the position, and funding. At the University of Kansas Medical Center, a reasonable estimate for the starting pay range will be the minimum to midpoint of the posted range, taking into account the combination of factors listed above.

Pay Range:
$29.23 - $43.85
Minimum
$29.23
Midpoint
$36.54
Maximum
$43.85

Application Instructions:
To learn more and apply online, please visit https://kumc.wd5.myworkdayjobs.com/en-US/kumc-jobs/job/Kansas-City-Metro-Area/Research-System-Support-Analyst---Research-Administration_JR009663 or go to https://careers.kumc.edu/ and search for position number JR009663.

Applications must be submitted directly through the KU Medical Center website to be considered for this position. Any applications submitted via email or this website will NOT be reviewed or considered.

About KU Medical Center:
The University of Kansas Medical Centers mission is to educate exceptional health care professionals through a full range of undergraduate, graduate, professional, postdoctoral and continuing education programs in the schools of Medicine, Nursing and Health Professions. KU Medical Center also advances the health sciences through world-class research programs; provides compassionate and state-of-the-art patient care in an academic medical center environment; and works with communities in every Kansas county to improve the health of Kansans. Learn more at www.kumc.edu.

Benefits:
KUMC offers a range of great benefits that support employees and eligible family members. Our health insurance benefits begin on hire date and KUMC offers other exciting benefits such as paid parental leave, generous employer retirement contributions and other resources to improve health and well-being. For more information, please visit https://www.kumc.edu/human-resources/benefits.html

Equal Employment Opportunity Statement

The University of Kansas Medical Center is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ethnicity, ancestry, age, protected veteran or disability status, marital status, parental status, or genetic information. http://policy.ku.edu/IOA/nondiscrimination

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