The CTSI End User Support position is responsible for ensuring CTSI IS systems data integrity, developing and conducting end user trainings, and testing various CTSI information systems. This position will also manage and support the CTR Portal and TASCS. The End User Support will recommend and implement IT solutions for CTSI. This position works closely with AHC IS, specifically with the Research and Development Support Services Team.
Essential Functions or Job Duties Training and Support (45%) ? Addresses issues of moderate difficulty that can be resolved through a combination of standard procedures, research, and creative problem solving. ? Ensure data integrity in primary information systems and that all issues discovered from reporting instances are resolved in a timely manner. ? Analyze CTR Portal enhancement requests, bugs, fixes and communicate to the RDS development team effectively ? Provides written documentation for internal use by others in support areas. ? Manage communication and training efforts for TASCS and the CTR Portal. ? Designs and delivers information systems trainings for CTSI staff. ? Assists in delivering group training to end users ? Train new CTSI staff on how to effectively use and understand the CTR Portal; including creating user guides, setting up specific access levels, troubleshooting individual issues via individual trainings
Operations and Development (30%) ? Serves as generalist responsible for providing broad range of user support services ? Prepare for future developments and changes through strategic planning with the CTR Portal Development and Operations Team ? Analyze and structure employees’ information systems requirements ? Utilizes help desk and issue tracking software to recommend process improvements, issue management, and resolutions ? Ensure proper setup of project records, including project status, service line, billing code, staff, and identification of associated reference numbers for other systems/organizations (i.e., EFS, TASCS, IRB, etc.) ? Ensure project and service line status are monitored and updated; develop a system for continually review ? Participates in projects to test, customize, and deploy new technology solutions to meet unit needs ? Actively participate in testing of enhancements and new components of the system ? Perform testing of new information system developments, fixes, and processes ? Define and execute software systems tests
Technical Support (15%) ? Provides technical support to the organization’s internal users of computer applications and hardware. ? Manage TASCS and Portal access for users, including domain designations ? Manage the non-CTSI service line use of Portal, including addition of services, rate updates, and support for non-CTSI System Administrators ? Accurately monitor and maintain through communication and exception reporting CTR Portal project record data including service line status ? Perform exception reporting for all information systems routinely on a monthly, semi-annual, and annual basis to ensure data integrity and meet PHI audit requirements ? Manage phone/network, software, and hardware requisition ? Install software/network systems/applications ? Plan and implement hardware systems
Device Management (10%) ? Procures, configures, deploys, and maintains workstations and network printers ? Conducts analysis and provides consultations on hardware/software purchasing and adoption of new technology. ? Ensure all computer hardware is inventoried, and all support charges from AHC-IS are reviewed for accuracy ? Submit requisitions properly and follow-up on existing and completed requisitions completed in a timely manner ? Ensure IT solutions effectively meet the needs of CTSI staff ? Collaborates with network services, developers, and other IT staff to restore service or identify problems
The employer reserves the right to change or assign other duties to this position.
The University of Minnesota offers a comprehensive benefits package including:
Competitive wages, paid holidays, vacation and sick leave
Low cost medical, dental, and pharmacy plans
Health care and dependent daycare flexible spending accounts
Excellent retirement plans with employer match
Disability and employer paid life insurance
Wellbeing program with reduced insurance premiums
Tuition reimbursement opportunities covering 75%-100% of eligible tuition
Student loan forgiveness opportunity
Opportunities for growth and promotion
Employee Assistance Program
For more information regarding benefits: https://humanresources.umn.edu/sites/humanresources.umn.edu/files/2019_tcd-cslr-75100-ben-0105-7_1.pdf
All required qualifications must be documented on application materials.
Required Qualifications: ? BA/BS in a related field (i.e., Computer Science, Computer Programming, etc.); or a combination of related education and work experience in system support and problem resolution to equal four years. ? Demonstrated experience with web-based database systems, such as purchasing, time tracking, project management tools.
Preferred Qualifications: ? Experience writing or updating user manuals. ? Experience leading group training sessions or one-to-one training for systems. ? Technical call center experience. ? Experience identifying/documenting enhancement requests. ? Testing web-based systems for bugs, expected functionality. ? Writing test scripts for web based systems.
Internal Number: 328620
About University of Minnesota, Twin Cities
The University of Minnesota, founded in the belief that all people are enriched by understanding, is dedicated to the advancement of learning and the search for truth; to the sharing of this knowledge through education for a diverse community; and to the application of this knowledge to benefit the people of the state, the nation, and the world.