National Council of Certified Dementia Practitioners

User Support Specialist

Northwestern University
Chicago, Illinois, United States (on-site)
14 days ago

Description

Department: MED-Mesulam Ctr Cog Neur & Alz
Salary/Grade: NEX/15

Job Summary:

Partners with users to review and resolve problems and issues associated with organizational area's applications and services. Acts as interface between user, administrators, analysts, developers, etc. Modifies and tests applications to meet user needs. Recommends standard policies and procedures for providing routine service. Coordinates activities to maintain systems, programming, and operations documentation, procedures, and methods including user and reference manuals.

The Mesulam Center for Cognitive Neurology and Alzheimer’s Disease is a multi-departmental component of the Feinberg School of Medicine. We specialize in the clinical care and scientific study of neurological diseases that interfere with cognition and behavior. Areas of emphasis include age-related memory impairments, dementia, Alzheimer’s disease, frontotemporal degenerations, primary progressive aphasia, and related neurodegenerative conditions.

This position is situated within the Communication Bridge Program lead by Dr. Rogalski. Communication Bridge is a non-pharmacologic intervention designed to maximize communication and quality of life for individuals with primary progressive aphasia (PPA) or related dementias. PPA is a language-based dementia syndrome that interferes with communication and quality of life. This intervention includes wearable sensors that help quantify patterns of language performance, social engagement, and life-space mobility. We are looking for a highly motivated individual that has a knack for problem solving to lead the technology sector of our program.

Specific Responsibilities:

Strategic Planning
  • Recommends application changes to address frequent support issues encountered by users.
  • Recommends changes to processes to improve user's ability to do the work they need to do.

Administration
  • Develops documentation for all support activities and problem resolutions.
  • Attends user meetings to gain knowledge of users' evolving business.
  • Trains users on use of applications

Development
  • Diagnoses and resolves complex problems, questions and inquiries encountered by clients according to established practices
  • Understands and sets-up service monitoring and metrics to measure and monitor service availability

Performance
  • Ability to maintain composure and customer focus while troubleshooting and solving technical issues.

Supervises
  • Assists with on-boarding and training of junior staff.

Miscellaneous
  • Performs other duties as assigned.

Minimum Qualifications:
  • Successful completion of a full 2-year course of study in an accredited college or university leading to an associate's or higher degree; OR appropriate combination of education and experience.
  • 2 years IT, CS user support or other relevant experience required.

Minimum Competencies: (Skills, knowledge, and abilities.)
  • Excellent prioritization skills and an ability to make decisions quickly.
  • Excellent verbal and written communications skills.
  • Success in team environments, demonstrating shared responsibility and accountability with other team members.
Benefits:
At Northwestern, we are proud to provide meaningful, competitive, high-quality health care plans, retirement benefits, tuition discounts and more! Visit us at https://www.northwestern.edu/hr/benefits/index.html to learn more.

Work-Life and Wellness:
Northwestern offers comprehensive programs and services to help you and your family navigate life’s challenges and opportunities, and adopt and maintain healthy lifestyles.
We support flexible work arrangements where possible and programs to help you locate and pay for quality, affordable childcare and senior/adult care. Visit us at https://www.northwestern.edu/hr/benefits/work-life/index.html to learn more.

Professional Growth & Development:
Northwestern supports employee career development in all circumstances whether your workspace is on campus or at home. If you’re interested in developing your professional potential or continuing your formal education, we offer a variety of tools and resources. Visit us at https://www.northwestern.edu/hr/learning/index.html to learn more.


Northwestern strongly recommends COVID-19 vaccinations and boosters for people who can obtain them as a critical tool for minimizing severe illness. More information can be found on the COVID-19 and Campus Updates webpage.

The Northwestern campus sits on the traditional homelands of the people of the Council of Three Fires, the Ojibwe, Potawatomi, and Odawa as well as the Menominee, Miami and Ho-Chunk nations. We acknowledge and honor the original people of the land upon which Northwestern University stands, and the Native people who remain on this land today.

Northwestern University is an Equal Opportunity, Affirmative Action Employer of all protected classes, including veterans and individuals with disabilities. Women, racial and ethnic minorities, individuals with disabilities, and veterans are encouraged to apply. Click for information on EEO is the Law.

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Job Information

  • Job ID: 67874783
  • Workplace Type: On-Site
  • Location:
    Chicago, Illinois, United States
  • Company Name For Job: Northwestern University
  • Position Title: User Support Specialist
  • Job Function: Other
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