Assistant Director, Research Enterprise Applications
Reporting to the Director of Research Enterprise Operations this position leads and manages the team of professionals responsible for supporting the growing portfolio of Research Enterprise applications serving faculty, labs, and staff across the University. This position is accountable for application management, vendor management, technical management and support management. The primary interface is with relevant ORA functional units, Yale ITS, software vendors and external institutions.
This role is responsible for the translation of the business needs and challenges of assigned units into changes and enhancements in the Research Enterprise applications. This role is also responsible for the support functions for these applications and manages the tier 1 support resources that support faculty and staff, ensuring that support is provided in a timely and professional manner. The position ensures accurate configuration of system functions including alerts, data tables, workflow and reports. In addition, the person in this role is responsible for representing Yale’s voice in vendor forums to ensure Yale has influence over software design decisions.
- Partner with ORA functional units to develop short, mid and long term strategic and tactical solutions to resolve system identified business challenges and system defects.
- Maintain productive and collaborative relationships with all the administrative offices within Research Administration. Act as a liaison between business offices, ORA, ITS and the software vendor to ensure clear communication of issues and enhancements to ensure clear communication of issues and enhancements, appropriate prioritization of issues and opportunities for improvement and efficiency.
- Monitor application efficiency and effectiveness, conduct initiatives to improve system operation, availability, cost, performance and manageability.
- Develop and maintain effective relationships with other Institutions to identify leading practices in the use of Research Administration applications
- Manage vendor relationship for support, technical strategy, maintenance and upgrades. Prioritize the development and implementation of technical and business solutions in partnership with vendor.
- Identify new opportunities for vendor engagement. Document and negotiate agreements to outsource technical services as needed.
- Participate in all vendor activities such as steering committees and national conferences to ensure and Yale voice is considered in vendor decision making.
- Present at annual conferences to position Yale as a leader among other clients of vendor.
- Identify and drive opportunities for technical support and performance improvements and ensure all solutions implemented minimize compliance risk related to sponsored research activities.
- Define and operationalize quality assurance and unit testing procedures to ensure high quality solutions. Establish guidelines for accepting, testing and implementing all application patches and infrastructure changes.
- Develop, manage and execute all testing activities for application patches and upgrades.
- Develop manage and enhance standards and processes for managing application access and security and all reports and queries to support the data mining of security and access information.
- Define and track service metrics and work with staff to meet client needs and service standards. Implement appropriate controls and quality assurance; ensure adherence to the process, consistent and efficient trouble resolution, error reduction, and continuous process improvement.
- Foster a culture of customer service, professionalism and proficiency.
- Design, develop and enhance a support structure to serve faculty, business offices and ORA. Develop all customer service standards, support documentation and materials
- Implement a ticketing tool to track all incoming inquiries. Enhance use of tool to improve efficiency and effectiveness of support being provided.
Required Education and Experience
Bachelor's Degree and five years of related experience; or an equivalent combination of education and experience.
Required Skill/Ability 1:
Proven track record and experience working with functional and technical staff to manage and support complex applications used by a broad user group.
Required Skill/Ability 2:
Demonstrated analytical and problem-solving skills in business analysis, system support, and solutioning.
Required Skill/Ability 3:
Exceptional communication (written and interpersonal) and problem-solving skills are necessary. Ability to speak clearly to users.
Required Skill/Ability 4:
Strong team leader with good customer service focus.
Required Skill/Ability 5:
Ability to work independently as well as collaborate with other administrative staff. Ability to pay attention to detail and prioritize tasks. Willingness to maintain a flexible schedule based on business needs.
Preferred Education, Experience and Skills:
Experience in the design, development, implementation, support and administration of major information and technical systems including software development life cycle (SDLC) experience and adhering to best practices and standards. Familiarity with research administration policies and procedures. Experience in a university, medical and/or research setting. Knowledge of InfoEd.
Weekend Hours Required? Occasional
Evening Hours Required? Occasional
Drug Screen: No
Health Screening: No
Background Check Requirements
All candidates for employment will be subject to pre-employment background screening for this position, which may include motor vehicle, DOT certification, drug testing and credit checks based on the position description and job requirements. All offers are contingent upon the successful completion of the background check. Please visit www.yale.edu/hronline/careers/screening/faqs.html for additional information on the background check requirements and process.
The intent of this job description is to provide a representative summary of the essential functions that will be required of the position and should not be construed as a declaration of specific duties and responsibilities of the particular position. Employees will be assigned specific job-related duties through their hiring departments.
Affirmative Action Statement:
Yale University considers applicants for employment without regard to, and does not discriminate on the basis of, an individual’s sex, race, color, religion, age, disability, status as a veteran, or national or ethnic origin; nor does Yale discriminate on the basis of sexual orientation or gender identity or expression. Title IX of the Education Amendments of 1972 protects people from sex discrimination in educational programs and activities at institutions that receive federal financial assistance. Questions regarding Title IX may be referred to the University’s Title IX Coordinator, at TitleIX@yale.edu, or to the U.S. Department of Education, Office for Civil Rights, 8th Floor, Five Post Office Square, Boston MA 02109-3921. Telephone: 617.289.0111, Fax: 617.289.0150, TDD: 800.877.8339, or Email: firstname.lastname@example.org.
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