Job opening - Application Support Specialist Lead at Northwestern University (Chicago, IL)

Are you a talented Problem Solver with great technical, communication and customer service skills? Would you like to work at a leading academic medical center alongside a stellar team developing innovative healthcare solutions for tomorrow? The Northwestern University Biomedical Informatics Center is looking for Support Specialists to join the team to meet the growing needs of the project!

Be part of a prestigious institution that offers great benefits: http://www.northwestern.edu/hr/benefits/

Job Title: Application Support Specialist Lead
Location: Downtown Chicago
Job Summary: An Application Support Specialist Lead is needed to manage the Northwestern University Biomedical Informatics Center (NUBIC) helpdesk.  The position will support! the EDW, NCS Navigator, eNOTIS, and other NUBIC institutional applications and provide 2nd and 3rd tier support contact for users of the EDW, NCS Navigator other NUBIC applications including eNOTIS. He/she will resolve more complex problems triaged by subordinate staff and will escalate difficult issues to appropriate NUBIC staff to resolve. The user group will include users at NU and other institutions across the US. The incumbent will supervise other application support staff; will oversee the overall user support experience for NUBIC including the creation and management of user support materials and interface with developers to prioritize fixes and new features.  The person in this position requires close interaction with work with project managers, systems administrators, and developers within NUBIC and the varied users of NUBIC systems.

Specific Responsibilities:

• Oversees the user support experience for NUBIC incl! uding monitoring performance, remediation, and optimization st! rategies of the help desk, including the supervision of application support staff;


• Resolves escalated calls and emails from application support staff;


• Performs system testing providing input to system developers;


• Supervises the creation of user support materials, documentation of processes, and present feedback from end-users;


• Interfaces with NUBIC development team to prioritize system fixes and new features.

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