IT Analyst Sr. - IT Service Owner

School of Medicine

Established in 1930, Duke University School of Medicine is the youngest of the nation's top medical schools. Ranked sixth among medical schools in the nation, the School takes pride in being an inclusive community of outstanding learners, investigators, clinicians, and staff where interdisciplinary collaboration is embraced and great ideas accelerate translation of fundamental scientific discoveries to improve human health locally and around the globe. Composed of more than 2,600 faculty physicians and researchers, nearly 2,000 students, and more than 6,200 staff, the Duke University School of Medicine along with the Duke University School of Nursing, and Duke University Health System comprise Duke Health, a world-class academic medical center. The Health System encompasses Duke University Hospital, Duke Regional Hospital, Duke Raleigh Hospital, Duke Health Integrated Practice, Duke Primary Care, Duke Home Care and Hospice, Duke Health and Wellness, and multiple affiliations.

Job Title: Senior Analyst, IT                 

Occupational Summary: IT Service Owner – Research Administration

The Applications team in the Office of Academic Solutions (OASIS) provides software development, vended software implementation, software support and data solutions for Duke’s research community.  Our solutions are used by researchers and research administrators in support of the research mission of Duke University, the School of Medicine, Institutes, Centers and Departments.

The Information Technology Service Owner is the liaison between the business and IT with the primary focus of developing an understanding of the business needs and advising the business on what is technically feasible. Although the business is ultimately responsible for the direction of the product or product line, the IT Service Owner is expected to gain expertise in the business and the supporting technology.

This position reports to the Research Administration Service Line Owner and focuses on Research Administration software, databases, and interfaces.  This includes but is not limited to Sponsored Research and Research Compliance applications, as well as the myRESEARCHhome portal. The IT Service Owner deals directly with key stakeholders, customers, the custom development teams who design, develop and support custom software and the vended app teams who select, implement, configure and support vended software. Given the distributed nature of IT at Duke, the IT Service Owner must work across a matrix of technology resources to deliver. For example, the DHTS operations center may supply the hardware infrastructure (servers and data storage) while the department supplies domain knowledge and OASIS teams build or configure the product.

We are looking for a motivated, results-driven self-starter with excellent communication skills.  The ideal candidate has extensive knowledge of research administration processes, familiarity with complex software development and implementation projects, experience with both custom-built and vended applications, and the leadership ability to build consensus and develop team-oriented outcomes in a complex matrix organizational environment.

Preferred Experience:

• Oversaw a project from inception to delivery.
• Worked with users who have minimal knowledge of software applications.
• Worked in a clinical or research (basic or clinical) environment.
• Designed software features that will meet the needs of the users.
• Facilitated cross-functional team collaboration.
• Practiced agile, iterative software development.
• Led software-related meetings and gave presentations to senior leadership, IT personnel, and application users.
• Identified business use cases, developed requirements documents, business plans, validation plans and other System Development Lifecycle documentation.
• Developed strategy and roadmaps for software products.
• Delivered multiple robust, high-quality enterprise software solutions.

Essential Tasks/Responsibilities:

• Partner with business, engagement and operational IT teams throughout product lifecycle, including concept, strategic planning to implementation, upgrade, enhancement, maintenance and end of life.
• Design
  • Develop a deep understanding of specific business areas.
  • Develop a deep understanding of IT solutions serving the business area, how they interact and connect, and how they collectively serve the needs of the business.
  • Leverage business and IT knowledge to advise business on appropriate use of technology.
  • Deliver business cases/use cases and requirements to IT with prioritized features and corresponding justification.
  • Assess technological landscape (what solutions are available, what other academic centers are doing, etc.)
  • Write business plans for initial product creation including implementation and operations requirements and any subsequent major changes that require investment outside of the original plan.
  • Understand and account for the complexities of the business, the relationships between business units, and the product line.
  • Follow user-centered software design and development best practices (e.g., live mockups, usability testing sessions).
• Delivery
  • Communicate effectively with business owners, stakeholders, governance committees, user communities, internal OASIS and DHTS IT staff, and any external departmental IT staff
  • Drive cross-functional teams to deliver a high-quality and compliant product on schedule.
  • Develop and maintain effective relationships across the institution through effective and timely communication, particularly project status.
  • Help with user acceptance testing, as needed.
  • Ensure that solutions are consistent with DHTS architectural standards.
  • Interface with vendors in selection, negotiation of price and terms, overseeing vendor deliverables, and influencing vendor’s future product direction.
  • Ensure adherence to OASIS and DHTS policies and procedures, most notably delivery of SDLC artifacts – requirements documents, validation plans, testing, etc.
• Adoption
  • Champion product adoption, utilization and enhancement.
  • Become system expert, comfortable with demonstrating features to stakeholders.
  • Form user groups and facilitate regular user group meetings.
• Support
  • Develop a thorough understanding of the product’s support infrastructure.
  • Develop relationships with key technical players sufficient to address and escalate issues quickly.
  • Respond, resolve, and follow up with customer service issues with initiative, action, and a sense of urgency.
• Perform other related duties incidental to the work described herein.

Education/Training:        

Bachelor's degree in a related field or equivalent combination of education and experience is required.

Experience:

Three years working experience in a related business or IT field required. 

Experience leading discovery, development or deployment of enterprise software systems OR extensive experience in research administration required.

Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.

Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.

Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.