Lead-Research Application Support

Massachusetts, United States
Salary Not specified
Mar 31, 2021
Employment Level
Employment Type
Full Time

Lead-Research Application Support

About Northeastern:
Founded in 1898, Northeastern is a global research university and the recognized leader in experience-driven lifelong learning. Our world-renowned experiential approach empowers our students, faculty, alumni, and partners to create impact far beyond the confines of discipline, degree, and campus.

Our locations—in Boston; Charlotte, North Carolina; London; Portland, Maine; San Francisco; Seattle; Silicon Valley; Toronto; Vancouver; and the Massachusetts communities of Burlington and Nahant—are nodes in our growing global university system. Through this network, we expand opportunities for flexible, student-centered learning and collaborative, solutions-focused research.

Northeastern's comprehensive array of undergraduate and graduate programs— in a variety of on-campus and online formats—lead to degrees through the doctorate in nine colleges and schools. Among these, we offer more than 195 multi-discipline majors and degrees designed to prepare students for purposeful lives and careers.

About the Opportunity:
The Division of Information Technology Services (ITS) is currently seeking a talented individual to fill the role of Lead of Research Application Support. This position will be responsible for all-things related to supporting our extensive and diverse research enterprise initiatives. This includes contributing to training and knowledge, and collaborating with the Customer Experience team to ensure proper support is maintained. Customer Experience is the first line of IT support for the university, and they will escalate to this role/team.

We are looking for a mentor to work with Customer Experience (CX) resources to provide the best experience for our growing research environments. The ideal candidate should possess skills in problem solving, training/curriculum building, delegation, and innovative thinking. This Lead will build their own small, specialized, workforce to supplement support needs once settled into the role.

As the Lead for Research Application support, the qualified candidate will interact directly with university administration and support staff including members of the Office of the General Council, Research Enterprise Services, Environmental Health and Safety, Department Safety Officers, and Associate Deans for Research. Working closely with representatives across these organizations, the Lead of Research Application support will drive the day-to-day tasks and compliance of the extended team.

Systems that will be used and supported include (but are not limited to) ePAWS, eCLAWS, eCD, Zoom BAA, Teams for Research, ServiceNow (forms/workflows and ticketing), GCC High O365 tenant, BioRAFT, and other research platforms and systems in collaboration with other dedicated Research Application support staff embedded across the ITS organization.

To best set up the community for success, this role will be heavily involved in shaping and enhancing the customer journey and experience for administrators, staff, and faculty that are engaged in the research enterprise.

This role will report to Michael LaBollita, Director of Customer Experience, within ITS Customer Experience but will be partnering and working regularly with various high-level members across the organization. As noted above, this person will be responsible for checking in and collaborating with various resources across Northeastern to drive the Research initiative.

To ensure that essential services are provided to the university community, the employee may be required to work outside his/her regular working hours and university holidays.

8am to 5pm Monday to Friday


Build out and share knowledge
Among the key duties of this position are the following:
  • Document all processes and procedures related to research activities
  • Educate CX and specialized teams across the organization on best practices and ever-updating policies
  • Update Knowledge base as needed for new issues, new technologies and equipment plus fixes to support both technicians and self- service
  • Lead regular Research Application support staff meetings to set strategy and prioritize support projects and tasks.

Customer Service and Technical Support for the Campus Community
  • Provides support for research community members
  • Coordinate with vendors as needed in order to properly escalate and resolve issues
  • Provide VIP support to our Executive Leadership
  • Ensure proactive measures are taken to identify potential customer problems by reviewing customer history for open issues or trends. Determine root causes of continuing issues.
  • Design and implement new processes and troubleshooting best practices.
  • Leads take ownership in developing the new systems which support the Service Desk and its mission. Applications include but are not limited to: ServiceNow, eCLAWS, ePAWS, eCD, Zoom BAA, Teams for Research, GCC High O365 tenant, BioRAFT, etc.
  • Leads manage their service through the change control process at all times and they constantly implement new features or products which can further improve the service we provide.
  • Document all issues addressed and follow all appropriate procedures established by ITS Customer Services to provide ongoing feedback on all issues.

Technology Evaluation, Consultation and Project Participation and Implementation
  • Consult with and assist technology administrators in other departments. Develop and nurture relationships with faculty and staff to encourage technology use.
  • Initiate cross- departmental communication concerning current and future technology use, and encourage exploration of technology options.
  • Participate in planning and execution of support for special events and satellite campuses.
  • Project implementation to the university community. This entails project roll out including documentation self-service, service desk, trouble shooting, analyze initial feedback, proactively analyze effect of implementation on user community and environment from the Customer Services perspective.
  • Analyze new technologies and provide recommendations for further analysis and impact.
  • Train customers to operate and integrate technology equipment

The ideal candidate will have 4-6 years of technical customer service experience with 2-4 years of experience in a lead role, within a higher educational/research environment is preferred.

ITIL, Service Now, and experience with industry standard practices related to research are preferred.

An understanding of knowledgebase general concepts with a passion for providing an end user self-help experience is required. The position also requires a logical and structured approach to troubleshooting and decision making with an emphasis on superior customer service.

Knowledge of general operations of the service desk also include the ability to create KPI's, SLA's metrics and reporting, utilizing Remote Assistance Software (Bomgar), Call Center Software, Trouble Ticketing and Reporting Software (ServiceNow) is required.

The Lead of Research Application Support must have an interest in and proficiency with learning new technologies that are needed by the University community.

Excellent interpersonal, communication and organizational skills are required. A flexible schedule is required as the Service Desk hours include evenings, holidays, and weekends. This role may also require travel to other campuses.

Preferred Qualifications:


Salary Grade:

Additional Information:
A criminal background check is required for this position.

Northeastern University is an equal opportunity employer, seeking to recruit and support a broadly diverse community of faculty and staff. Northeastern values and celebrates diversity in all its forms and strives to foster an inclusive culture built on respect that affirms inter-group relations and builds cohesion.

All qualified applicants are encouraged to apply and will receive consideration for employment without regard to race, religion, color, national origin, age, sex, sexual orientation, disability status, or any other characteristic protected by applicable law.

To learn more about Northeastern University's commitment and support of diversity and inclusion, please see www.northeastern.edu/diversity.

To apply, visit https://careers.pageuppeople.com/879/cw/en-us/job/505962


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