Support Analyst

4 weeks ago

Decatur, Illinois, United States Emory HealthcareEmory University Full time

About the Role:

The Task Force for Global Health is seeking a highly skilled Support Analyst to join our team. As a Support Analyst, you will be responsible for providing technical support to users of our DHIS2-based information system for neglected tropical diseases (NTDs).

Key Responsibilities:

  • Analyze, code/configure, and test applications.
  • Assist in developing application specifications.
  • Implement developed applications and provide customer support of applications.
  • Perform 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.

Minimum Qualifications:

A bachelor's degree and two years of information technology experience, OR an equivalent combination of education, training, and experience.

Preferred Qualifications:

Expert proficiency in use of Jira Service Management and Confluence.

Familiarity with DHIS2, Smartsheet, REDCap, and/or Bitbucket preferred.

Experience using Microsoft Office and Google Suites.

Strong attention to detail.

Ability to work well with cross-functional teams.

Willingness to learn and adapt as needed.

Professional-level proficiency in English (reading, writing, speaking).

Intermediate or professional-level proficiency in French (reading, writing, speaking).

Strong desire and ability to foster an environment of inclusion, equity, belonging, and respect for diversity.

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