eRA Support Specialist
About the Opportunity
Under the supervision of the Lead eRA Administrator - Systems
Manager and with support of senior level team members, the eRA
Support Specialist provides technical and end-user support for eRA
systems managed by the NU-RES Data, Operations and Systems team.
The eRA Support Specialist is the primary point-of-contact for
users of Northeastern's eRA applications and serves as the liaison
between functional users of eRA systems and ITS database and
systems administrators. The eRA Support Specialist is responsible
for developing guidance, user documentation and providing end user
training as well as identifying and documenting process and
applications improvements. This position requires a level of
competence with research administration and information technology,
a strong ability to facilitate communication between groups that
may have different needs and priorities and must have a strong
commitment to creating positive client experiences and providing
excellent customer service.
- Bachelors degree in Computer Science, or equivalent
- Ability to elicit and communicate technical and non-technical
information in a clear and concise manner.
- Self-motivate and work independently and as part of a
- Demonstrate curiosity, problem-solving skills, and ability meet
- Ability to learn homegrown eRA applications and teach others to
use the same.
- Knowledge of funding agency electronic research administration
- Understanding of system performance monitoring and actions that
can be taken to improve or correct performance.
- Demonstrate understanding of how system management actions
affect users and dependent / related functions.
- Demonstrate competency in selecting methods and techniques to
- High proficiency using Confluence, SmartSheet, JIRA,
ServiceNow, or other similar tools to create and update project
schedules including dependencies, critical path, resources,
estimates, budgets, and required reports.
- Requires basic knowledge of project management principles,
theories, and concepts.
- Ability to create and deliver effective end user training.
Work with customers to resolve problems and escalate to senior
level team members if needed. Manage the ticket queue and re-assign
tickets as needed. (40%)
Technical Expert: Participate in and provide subject matter
expertise to other areas as needed. Proven mastery of software
testing including test strategies, test plans, and test execution.
Ability to evolve the role with changing technology, with a focus
on leveraging new technology to improve the user experience.
Design, Integration, and Documentation: Assist with technical
design documents, test plans for applications, prepare time
estimates, and develop conversion and/or integration plans and
system implementation plans. Review and prepare flow-charting and
data analysis for requested customizations for potential inclusion
into the existing reporting ecosystem. (15%)
Assist in the development and implementation of NU eRA training
programs for faculty, investigators, and central and departmental
administrators. Communication plans for the university community
regarding eRA applications and other electronic research
administration topics. Experience developing and conducting user
training session, consulting and problem solving. Maintain eRA
system documentation and training materials. (10%)
Manage implementation, and test system enhancements, such as
software, hardware and network configuration, updates and
installations for projects or services with moderate scope.
Assess end user needs for information technology products and
design services to meet those needs with an understanding of impact
to the organization of such initiatives. Demonstrate competency in
selecting methods and techniques to obtain solutions. Manage
projects of diverse scope, size, impact. (5%)
Northeastern is a global university and Provost Research supports
its team working remotely. Remote locations and work schedules are
determined based on operational needs and in consultation with Team
members, consistent with University policies and guidance.
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
To learn more about Northeastern University's commitment and
support of diversity and inclusion, please see
To apply, visit https://northeastern.wd1.myworkdayjobs.com/en-US/careers/job/Boston-MA-Main-Campus/eRA-Support-Specialist_R109654