KDI User Support and Outreach Specialist (Hybrid Eligible)

Requisition Id 12510 

Visa sponsorship is not available for this position (H1B, F1, J1, etc.)

Overview:  

We're hiring a User Support and Outreach Specialist! This position resides in the Knowledge Discovery Infrastructure (KDI) Group, in the Support Services & Isolated Environments Section, Research Computing Support Division, in the Information Technology Services Directorate at Oak Ridge National Laboratory (ORNL).

KDI facilitates research activities on protected data that has been entrusted to ORNL by the U.S. Department of Veteran’s Affairs (VA) and other agencies. As such, you will have the opportunity to work on some of the most ambitious and impactful research and development programs in healthcare informatics, bioinformatics, and computer science.

You will lead KDI user documentation and outreach communication, as well as facilitate user onboarding/offboarding activities for KDI tenants and programs.

Major Duties/Responsibilities: 

• Create and complete:
  • KDI user documentation including content, system user guides, knowledge base, and training materials.
  • User outreach communications for existing and potential KDI customers and users
• Track and implement user documentation requirements, changes, and revision updates.
• Contribute to and manage content on the KDI external website.
• Facilitate adding users (onboarding) and removing users (offboarding) from the KDI enclave.
• Facilitate the tracking and verifying of KDI access training accounts, training completions, and annual training renewals for each KDI user.
• Request and provision KDI user accounts and RSA SecurID tokens.
• Schedule and conduct user identity validation and first-time login sessions.
• Triage ServiceNow support tickets related to KDI.
• Actively work to identify and implement process improvement for these activities.
• Deliver ORNL’s mission by aligning behaviors, priorities, and interactions with our core values of Impact, Integrity, Teamwork, Safety, and Service. Promote diversity, equity, inclusion, and accessibility by fostering a respectful workplace – in how we treat one another, work together, and measure success.

Basic Qualifications:

• A bachelor’s degree in Communications, Business, Computer Science or a related field of study and 2-4 years of experience is required. An overall combination of equivalent experience may be considered.
• 2-4 years in a user support role.
• Experience in the following areas:
  • Writing technical user documentation and producing communications products
  • Using Markdown language
  • Microsoft Office suite of tools
  • Windows or Linux systems
  • Active Directory

Preferred Qualifications:

• Experience in the following areas:
  • Developing user training materials
  • Using training management or document management system
  • ServiceNow, GitLab, WordPress, and/or Moodle
  • 2-factor authentication systems such as RSA SecurID

Special Requirements:

Visa sponsorship is not available for this position.

This position requires the ability to obtain and maintain an HSPD-12 PIV badge.

Benefits at ORNL:  

ORNL offers competitive pay and benefits programs to attract and retain hard-working people. The laboratory offers many employee benefits, including medical and retirement plans and flexible work hours, to help you and your family live happy and healthy. Employee amenities such as on-site fitness, banking, and cafeteria facilities are also provided for convenience.

Other benefits include the following: Prescription Drug Plan, Dental Plan, Vision Plan, 401(k) Retirement Plan, Contributory Pension Plan, Life Insurance, Disability Benefits, Generous Vacation and Holidays, Parental Leave, Legal Insurance with Identity Theft Protection, Employee Assistance Plan, Flexible Spending Accounts, Health Savings Accounts, Wellness Programs, Educational Assistance, Relocation Assistance, and Employee Discounts.

In addition, we offer a flexible work environment that supports both the organization and the employee. A hybrid/onsite working arrangement may be available with this position.

Relocation:
Moving is stressful and expensive, and UT Battelle offers a wide range of relocation benefits for individuals and families to make it easier to come and work here. If you are invited to interview, please ask your Recruiter about relocating with ORNL.

This position will remain open for a minimum of 5 days after which it will close when a qualified candidate is identified and/or hired.

We accept Word (.doc, .docx), Adobe (unsecured .pdf), Rich Text Format (.rtf), and HTML (.htm, .html) up to 5MB in size. Resumes from third party vendors will not be accepted; these resumes will be deleted and the candidates submitted will not be considered for employment.

If you have trouble applying for a position, please email [email protected].

ORNL is an equal opportunity employer. All qualified applicants, including individuals with disabilities and protected veterans, are encouraged to apply.  UT-Battelle is an E-Verify employer.