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NORC Operations Analyst - Advanced Data Solutions in Chicago – 55 East Monroe Street, Illinois

Operations Analyst - Advanced Data Solutions

Job no: 497375 Work type: Regular Full-Time Location: Chicago – 55 East Monroe Street, IL Capability Area: Data Services

JOB DESCRIPTION:

NORC at University of Chicago is currently seeking an Operations Analyst to join our Advanced Data Solutions Center providing customer support to our customers that work with the NORC Data Enclave®. In this role, you will support the day-to-day operations of our clients and end-user researcher community who utilize the NORC Data Enclave® to perform their research activities. You will collaborate with a diverse cross-functional team that includes world-class Senior Fellows, Researchers, Data Scientists, Architects and SMEs to implement and support client-specific solutions.

Launched in 2006 by NORC at the University of Chicago, the NORC Data Enclave® provides a confidential, protected environment within which authorized researchers can access sensitive micro-data remotely. While public-use data can be disseminated in a variety of ways, fewer options exist for sharing sensitive micro-data that have not been fully de-identified for public use. The Data Enclave provides our partner organizations with a secure platform where they can both host and build a research community around their data. The Data Enclave currently serves more than 1000 researchers and hosts confidential data for federal and state agencies, non-profit research organizations foundations, and commercial entities.

As part of the client support team, the Analyst will provide technical and operational support to clients and end-users by logging, triaging and prioritizing user requests based on contractual SLAs, troubleshooting and resolving user issues, monitoring progress and resolution times for active requests and coordinating with other NORC departments e.g., Statistics and Methodology, Engineering and Communications for request fulfillment.

The Analyst will work closely with the Program Director to develop and improve program operations, support client engagement and contribute to management activities across a diverse portfolio of projects.

This position can work from either our Chicago, Illinois or our Bethesda, Maryland locations.

DEPARTMENT: ADVANCED DATA SOLUTIONS CENTER

The Advanced Data Solutions Center (ADS Center) (https://www.norc.org/About/Departments/Pages/advanced-data-solutions-center.aspx) comprises NORC’s growing array of data management, computational science, and informatics solutions. The ADS Center evolved out of the dynamic growth of the NORC Data Enclave® (https://www.norc.org/Research/Capabilities/Pages/data-enclave.aspx) , an industry-defining platform for secure remote data access services, and supports large-scale, enterprise-wide, big data initiatives.

RESPONSIBILITIES:

  • Provide user support and tier 1 and 2 technical support

  • User request centralization and intake

  • Provide new user onboarding and training

  • Develop effective and clear user communications

  • Troubleshoot user issues – by researching, documenting, and providing accurate and timely solutions to user problems

  • Evaluate and prioritize assigned Help Desk tickets

  • Document and escalate all support requests for which resolution at level 2 is not possible

  • Monitor and update assigned support requests in the issue tracking system to ensure SLA compliance through timely resolution of issues and escalation of items blocking progress

  • Acquire and build a highly competent knowledge of relevant products, current support policies, and methods of user support delivery

  • Assess software products and statistical applications as part of user requests

  • Understand and adhere to Service Level Agreements and tasking to achieve established performance metrics.

REQUIRED SKILLS:

  • Bachelor’s Degree or equivalent experience

  • At least 1 year experience with increasing knowledge in the principles, processes, and methods of social science research, methodology and/or quantitative/qualitative analysis techniques.

  • Superior troubleshooting, customer service, communication, and interpersonal skills

  • Sound knowledge of Help Desk software, and the general Help Desk processes

  • Ability to work independently, with little supervision

  • Ability to resolve problems by telephone and remote network management techniques

  • Candidate will preferably have experience with MS Windows, MS Office, Active Directory, SAS/Stata/SPSS/R, SQL and/or other statistical applications.

WHAT WE DO:

NORC at the University of Chicago is an objective, non-partisan research institution that delivers reliable data and rigorous analysis to guide critical programmatic, business, and policy decisions. Since 1941, our teams have conducted groundbreaking studies, created and applied innovative methods and tools, and advanced principles of scientific integrity and collaboration. Today, government, corporate, and nonprofit clients around the world partner with us to transform increasingly complex information into useful knowledge.

WHO WE ARE:

For over 75 years, NORC has evolved in many ways, moving the needle with research methods, technical applications and groundbreaking research findings. But our tradition of excellence, passion for innovation, and commitment to collegiality have remained constant components of who we are as a brand, and who each of us is as a member of the NORC team. With world-class benefits, a business casual environment, and an emphasis on continuous learning, NORC is a place where people join for the stellar research and analysis work for which we’re known, and stay for the relationships they form with their colleagues who take pride in the impact their work is making on a global scale.

EEO STATEMENT:

NORC is an affirmative action, equal opportunity employer that values and actively seeks diversity in the workforce. NORC evaluates qualified applicants without regard to race, color, religion, sex, national origin, disability, veteran status, sexual orientation, gender identity, and other legally- protected characteristics.

Advertised: July 21, 2021 Central Daylight TimeApplications close:

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