Analyst, IT

School of Medicine

Established in 1930, Duke University School of Medicine is the youngest of the nation's top medical schools. Ranked sixth among medical schools in the nation, the School takes pride in being an inclusive community of outstanding learners, investigators, clinicians, and staff where interdisciplinary collaboration is embraced and great ideas accelerate translation of fundamental scientific discoveries to improve human health locally and around the globe. Composed of more than 2,600 faculty physicians and researchers, nearly 2,000 students, and more than 6,200 staff, the Duke University School of Medicine along with the Duke University School of Nursing, and Duke University Health System comprise Duke Health, a world-class academic medical center. The Health System encompasses Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, Duke Health Integrated Practice, Duke Primary Care, Duke Home Care and Hospice, Duke Health and Wellness, and multiple affiliations.

Occupational Summary – OASIS Applications Analyst

The Application Delivery team in the Office of Academic Solutions and Information Systems (OASIS) builds, implements and supports vended and custom software solutions for Duke’s research community. The OASIS analyst position combines several traditional roles including business analyst, QA analyst, system expert, and service analyst. OASIS Application Delivery analysts work collaboratively with the business units and the software, service, and infrastructure development teams internal and external to Duke to envision, design, configure, test, document, and support research solutions.

We are looking for a motivated self-starter with excellent organizational and communication skills to contribute to the design and delivery of solutions that support the research mission. The ideal candidate has extensive knowledge of research administration processes and experience with software and service implementation projects.

Note: Handling production issues and coordinating production releases will require availability outside of normal business hours.

Work Performed

Analysis & System Configuration (20%)

- Observe, interview, and meet with users to identify business needs
- Help translate business needs into functional requirements
- Propose system navigation models and develop screen mock-ups
- Attend meetings with users and collaborators to present designs and refine system requirements
- Help ensure that project milestones are met
- Help ensure that enhancements, bug fixes, and technology upgrades to existing applications are completed in a timely manner and in accordance with stakeholder priorities

Software Testing (20%)

- Perform manual feature and regression testing
- Help develop and document feature acceptance test scripts
- Help develop and maintain regression test scripts
- Work with vendor to automate regression tests when possible so that manual testing is minimized
- Participate in application testing activities during development, implementation, and upgrade cycles to ensure quality is maintained

Implementation (10%)

- Coordinate implementation of major releases, enhancements, patches, and technology upgrades (e.g., Rails upgrades, database upgrades, OS patch releases)
- Schedule releases in ServiceNow
- Communicate scheduled releases to users and Help Desks
- Document new releases on OASIS internal and external websites

User Support & Documentation (50%)

- Provide third-level end-user support for OASIS Application Delivery applications
- Help create user support guides and training materials
- Create and maintain user accounts
- Schedule customer meetings
- Take notes at customer meetings
- Analyze data and prepare reports setting forth progress, trends, and recommendations.

Required Qualifications at this Level

Education/Training:

Bachelor's degree in a related field, or equivalent combination of education and technical experience required.

Required Experience:

Preferred Experience:

One year of experience providing customer service or technical support required

Provided direct customer support to members of the research community including faculty members and those in leadership roles.

Previous experience as a Business analyst, Requirements analyst, Applications analyst, Software QA analyst, or a Software applications trainer.

Experience working with an Institutional laboratory service request, reservation, and billing management system

Required Skills:

Task Management

- ability to work Independently to complete simple to moderately complex tasks
- ability to lead small projects and contribute to large projects
- ability to reprioritize personal tasks as changes in project goals or requirements are communicated
- ability to follow standard practices to meet set timelines and proactively seek guidance when due dates are at risk

User-Centric Product Design

- ability to understand and document user needs and design moderately complex technology solutions to satisfy requirements
- ability to recognize and document customer pain points

Teamwork

- ability to adapt individual work style in consideration of project needs and team dynamics
- commitment to share information and solicit input and ideas from other team members
- commitment to building strong working relationships with team members, service providers and customers

Communication

- ability to adapt communication style, timing, and content to audience
- ability to synthesize data from multiple (appropriate) sources and make sound decisions

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.