REDCap Research Data Applications/Service Specialist
: Job Details :

Strength Through Diversity

Ground breaking science. Advancing medicine. Healing made personal.

Role & Requirements:

The Research Data Application/Service Manager for the Scientific Computing and Data Division will manage and own the REDCap service provided by our team. This service is one of many our division provides that directly connects with the overarching goal of accelerating translational research and improving clinical care.

This role will oversee and have full understanding of the system-level aspects of our REDCap application, including general architecture and security topics, and have or be able to rapidly attain deep expertise in the range of REDCap Administrator responsibilities and tasks.

Research Data Application/Service Manager will manage one or more REDCap Administrators and be the point of contact with other technical teams inside and outside the Division that provide infrastructure support for the application and service.

Specific responsibilities are outlined below.

• Oversees first- and second-line Service Desk and Application Support role that resolve technical queries and communicate solutions directly to stakeholders.
• Teams with the leads of other functional areas to manage the resolution of cases that involve multiple areas of both clinical and technical expertise.
• Acts as the primary liaison between faculty, staff, researchers, clinicians, and the Scientific Computing team s technical resources.
• Oversees routine quality control testing of all site services pertaining to application support and business continuity.
• Provides direction and documentation to assist in resolving REDCap application issues.
• Interfaces as needed with internal and external customers via on-site meetings, email, or conference calls to collect necessary information and ensure requests are completed.
• Oversees the process, when required, of gathering user requirements and collaborate in the creation of a Statement of Work (SOW) to resolve the request.
• Lead initiatives and identification of opportunities for process improvement.
• Improve and document the technical processes around application support (using Confluence).
• Performs related duties as assigned or requested.
• Monitor and respond to escalated open tickets submitted through an incident management system.
• Maintains an understanding of all supported applications from an administrative and user perspective, directly assisting with user account maintenance, ticket maintenance, and access triage.
• Track and maintain status for leadership of all tickets, providing regular updates/follow-up, and collecting survey feedback.

Requirements:

• Bachelor s degree in computer science, Bioinformatics, or a related degree, or equivalent combination of education and work experience.
• Excellent written and verbal communication skills.
• Demonstrated ability in dealing with escalated customer issues.
• Creative problem-solving abilities.
• Ability to manage multiple priorities, commitments, and projects.
• Ability to effectively influence and communicate cross-functionally.
• Comfortable communicating application concepts to others having diverse levels of seniority and technical competence.
• Ability to multitask, prioritize work, and adapt during pressured situations.

Preferred Requirements:

• Self-motivated, directed, and passionate about customer satisfaction.
• Experience of ITIL compliant incident, problem and change service management is a plus.
• Experience with REDCap.
• Knowledge of JIRA, JIRA Service Desk, and Confluence software is a plus.
• Four years of external customer facing experience in a healthcare and/or software support environment.
• Basic SQL knowledge and/or knowledge of Databases/Data Warehousing is a plus.

Strength Through Diversity

The Mount Sinai Health System believes that diversity, equity, and inclusion are key drivers for excellence. We share a common devotion to delivering exceptional patient care. When you join us, you become a part of Mount Sinai s unrivaled record of achievement, education, and advancement as we revolutionize medicine together. We invite you to participate actively as a part of the Mount Sinai Health System team by:

• Using a lens of equity in all aspects of patient care delivery, education, and research to promote policies and practices to allow opportunities for all to thrive and reach their potential.
• Serving as a role model confronting racist, sexist, or other inappropriate actions by speaking up, challenging exclusionary organizational practices, and standing side-by-side in support of colleagues who experience discrimination.
• Inspiring and fostering an environment of anti-racist behaviors among and between departments and co-workers.

We work hard to acquire and retain the best people and to create an inclusive, welcoming and nurturing work environment where all feel they are valued, belong and are able to professional advance. We share the belief that all employees, regardless of job title or expertise contribute to the patient experience and quality of patient care.

Explore more about this opportunity and how you can help us write a new chapter in our history!

About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 43,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients medical and emotional needs at the center of all treatment. The Health System includes approximately 7,400 primary and specialty care physicians; 13 joint-venture outpatient surgery centers throughout the five boroughs of New York City, Westchester, Long Island, and Florida; and more than 30 affiliated community health centers. We are consistently ranked by U.S. News & World Report's Best Hospitals, receiving high Honor Roll status, and are highly ranked: No. 1 in Geriatrics and top 20 in Cardiology/Heart Surgery, Diabetes/Endocrinology, Gastroenterology/GI Surgery, Neurology/Neurosurgery, Orthopedics, Pulmonology/Lung Surgery, Rehabilitation, and Urology. New York Eye and Ear Infirmary of Mount Sinai is ranked No. 12 in Ophthalmology. U.S. News & World Report s Best Children s Hospitals ranks Mount Sinai Kravis Children's Hospital among the country s best in several pediatric specialties. The Icahn School of Medicine at Mount Sinai is ranked No. 14 nationwide in National Institutes of Health funding and in the 99th percentile in research dollars per investigator according to the Association of American Medical Colleges. Newsweek s The World s Best Smart Hospitals ranks The Mount Sinai Hospital as No. 1 in New York and in the top five globally, and Mount Sinai Morningside in the top 20 globally.

The Mount Sinai Health System is an equal opportunity employer. We comply with applicable Federal civil rights laws and does not discriminate, exclude, or treat people differently on the basis of race, color, national origin, age, religion, disability, sex, sexual orientation, gender identity, or gender expression. We are passionately committed to addressing racism and its effects on our faculty, staff, students, trainees, patients, visitors, and the communities we serve. Our goal is for Mount Sinai to become an anti-racist health care and learning institution that intentionally addresses structural racism.

EOE Minorities/Women/Disabled/Veterans