Req ID: 22811
Employment Status: AF - Active - Regular - Full Time
The Center for Data-Driven Discovery in Biomedicine (https://d3b.center/) is looking for a Bioinformatics Support Specialist to support our data platforms and community of users. Alongside our team of experts in software/data engineering, medical science, and bioinformatics, you will join a newly-formed support team dedicated to the users and operations of our platforms which enable accelerating discovery in the scientific research community. We manage and support petabytes genomic data alongside complex and longitudinal clinical data spanning 20+ disease types. Our users range from small research projects to large national/international genomics initiatives to patient and foundation groups. The pediatric research community is highly collaborative and mission driven, as such developing relationships with individual users will be key to providing high quality customer service. The community support team has an extraordinary opportunity to deliver on our mission of advancing pediatric disease research through data science by collaborating with thought leaders and respected research teams across the country.
Serve as a primary user contact on bioinformatic, scientific, and technical user inquiries, resolving issues and tackling queries in an efficient and timely manner.
Specialize in problem source identification and issue resolution across all of our public platforms including the Kids First Data Resource Portal and Cavatica.
Take full ownership of assigned cases, triaging them to the appropriate resources, and guiding them through to achieve final resolution.
Using and honing technical skills, such as scripting in Python or SQL, to help identify data of interest and improve utilities for users
Communicate primarily via email, but other means can be used if they facilitate quicker resolution of the issue such as phone calls, video conferencing, and screen sharing.
Develop a strong understanding of the data and the underlying biological concepts and seek to comprehend the scientific goal and methodology to provide domain-specific support to users.
Coordinate with functional teams (software/data engineering, bioinformatics, clinicians, research scientists, and information security) for user management and issue resolution.
Responsible for managing ticket queues and collaborative resolution to ensure goals and deadlines are met. Track user complaints, proactively monitoring to identify trends.
Exercise judgment to prioritize and manage inquiries of diverse scope and complexity.
Assist senior personnel and subject matter experts on escalated issues.
Assist in the development of both client facing and internal training materials and documents. Participate in workshops and other educational outreach to users.
Contribute to ongoing improvement of user experience and data quality processes by staying current on user needs, internal projects, and the broader research community.
Oncall responsibilities as required.
Required Education and Experience
Bachelor’s degree, knowledge in computer science and molecular biology.
Minimum of 3 year work experience in bioinformatics.
Minimum of 1 year teaching experience in computer science.
Preferred Education, Experience & Cert/Lic
Advanced degree or PhD in Biology, Bioinformatics, Computer Science, or a related technical area preferred.
Minimum three (3) years experience in a relevant technical, user support, or project/product management role required.
Minimum three (3) years experience in customer service or client relations required.
Technical documentation and writing experience preferred.
Experience in bioinformatics preferred.
Experience working on research infrastructure preferred.
Experience with both hardware and software IT projects preferred.
Additional Technical Requirements
Strong bioinformatics/biological knowledge with associated technical skills (e.g. scripting in Python and/or SQL), ability to pick up quickly on research data, systems and platform required.
Passionate about contributing to a larger effort to transform pediatric research and accelerate scientific discovery required.
Ability to come into a team used to minimal supervision and oversight and ensure accountability for performance required.
Ability to speak to technical users, clinicians, patients, foundations and other stakeholders and interact at all levels of an organization required.
Superior verbal and written communication skills required.
Strong relationship building skills required.
Ability to work in an environment where processes, services, and business models have not yet been fully defined required.
High level of creativity within uncompromised integrity required.
Ability to handle sensitive matters with tact and discretion required.
Fluent in the English language required.
All CHOP employees who work in a patient building or who provide patient care are required to receive an annual influenza vaccine unless they are granted a medical or religious exemption.
Children's Hospital of Philadelphia is committed to providing a safe and healthy environment for its patients, family members, visitors and employees. In an effort to achieve this goal, employment at Children's Hospital of Philadelphia, other than for positions with regularly scheduled hours in New Jersey, is contingent upon an attestation that the job applicant does not use tobacco products or nicotine in any form and a negative nicotine screen (the latter occurs after a job offer).
Children's Hospital of Philadelphia is an equal opportunity employer. We do not discriminate on the basis of race, color, gender, gender identity, sexual orientation, age, religion, national or ethnic origin, disability or protected veteran status.
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