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Support Analyst

1 month ago

Decatur, Georgia, United States Emory HealthcareEmory University Full time
Job Description

Emory University is seeking a highly skilled Support Analyst to join our team. The successful candidate will provide support to users of a DHIS2-based information system for neglected tropical diseases (NTDs).

The Support Analyst will be responsible for managing a Jira Service Management help desk, making contributions to a Confluence knowledge portal, training system users, and supporting enhancement of the system.

Key Responsibilities:
  • Analyzes, codes/configures, and tests applications.
  • Assists in developing applications specifications.
  • Implements developed applications and provides customer support of applications.
  • Performs other related duties as required.
User Support (40%):
  • Triage support requests upon receipt and take action in accordance with defined workflows.
  • Troubleshoot and respond to low- and medium-complexity user support requests;
  • Escalate high-complexity issues, and monitor and communicate progress towards resolution.
  • Monitor workflows to ensure timely resolution of tickets in accordance with defined timelines or service level agreements (SLAs).
  • Provide real-time virtual assistance for users, including during weekly office hours.
  • Provide regular status reports of issues to team.
  • Analyze records and logs to spot underlying trends and potential issues; communicate to Data Analytics Center team.
  • Contribute to delivery of trainings to NIS users and development/revision of training materials.
  • Produce and update knowledge products (job aids, workflow diagrams, SOPs, etc.).
Maintain NIS User Support Systems (25%):
  • Configure, maintain and administer Smartsheet and Atlassian tools (Jira, Confluence, Bitbucket), including a user support ticketing system.
  • Facilitate harmonization of support ticketing system with enhancement and support request tracking system.
  • Contribute to work plans for addressing enhancement requests.
  • Use a REDCap system to obtain signed data sharing agreements from all system users; review status of data sharing agreements on a periodic basis and follow up with partners as needed.
  • Manage support email address.
Support System Use and Enhancements (25%):
  • Establish and manage user accounts in DHIS2.
  • Manage user groups and permissions in DHIS2.
  • Contribute to development of testing plans for system enhancements, participate in or facilitate testing of new features as required.
  • Manage enhancement and support request tracking system and develop work plans for addressing low- to moderate-complexity enhancement requests.
Other Duties as Required (10%):
  • Support translation of system metadata from English to French.
  • Provide support for knowledge management (e.g., shared Google drive management, knowledge portal).
  • Participate fully as a member of the Task Force for Global Health by contributing, assisting and participating in projects, activities, and initiatives as requested by Task Force management.
  • Participate in relevant Communities of Practice.
  • Assist Director of Data Analytics with special projects as necessary.
Travel (10%):
  • Up to 10% domestic and international.