Support Analyst

New York, NY, United States

Support Analyst

Department: Technical

Employment Type: Full Time

Location: USA, East Coast (Home based)

Description

About us

We are Digital Science and we are advancing the research ecosystem.

We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?

Dimensions, part of the Digital Science family, is the world's largest linked research information dataset, covering millions of research publications and connected by more than 1.3 billion citations. We are shaping the future of research and are looking for a Support Analyst to help us support and guide our clients to get what they need from Dimensions tools and services. Could you be a part of the team?

Your new role

As part of the global and dynamic team, you will play a key role in serving our global customers, a large and growing set of global government and funding organizations. Working in a highly collaborative team environment, you will lead support for customers and provide delivery excellence that delights our customers, informs billions in research investment, and fuels word-of-mouth growth and very high renewal rates - an indication of serving our customers with the best service possible. You will help our customers use bibliometric and scientometric data from Dimensions to support research assessment, portfolio management/analysis, strategic planning and more.

You will lead customer support responses, anticipate and triage requests, and perform a wide range of activities, which will help our customers to think through how Dimensions and its underlying data can support their needs. As someone who thrives in helping people and solving problems with them, you will provide training and answer questions about our products, as you become an expert in our data, software, and customers, whilst identifying situations where we can grow customer engagement.

What you'll be doing

Deliver training presentations on our capabilities, case examples and tools to both small and large groups

Interpret customer feedback or reported bugs to identify underlying causes, investigate the issues, and document findings in a clear and concise manner for understanding by the development team

Assess user-submitted feature requests, transforming them into detailed user stories with clear criteria, aiding in product decision-making processes

Create internal and external support documentation including FAQ's, presentations, videos, wiki articles, and other reference materials

Monitor and promptly respond to client requests via helpdesk tickets, contract deliverables, and status reports, employing problem-solving skills to address issues effectively and ensure timely resolution

Support leaders of science funding organizations to use Dimensions data and tools for making key decisions about research and funding management

Use and demonstrate how to use publication metrics and other bibliographic data to evaluate the impact of a researcher, program or organization

Provide guidance to program incumbents and thought leaders on the responsible use of data and information from Dimensions

Work closely with clients to understand their business needs and use-cases and create solutions for them with Dimensions data and tools

Develop relationships with clients, built around use and awareness of Dimensions tools and developments

Help clients to achieve their goals through project planning, management and supporting implementation as well as providing both training and ongoing support for each subscribed tool and service

Be an expert on all aspects of Dimensions offerings and provide advice to both the external research and analysis community and to the internal Digital Science team.

What you'll bring to the role You will bring strong problem-solving skills

You will bring an understanding of the S&T ecosystem (funders, research organisations, scientific publishing)

You will have a sound knowledge of and interest in bibliometrics, scientometrics, research assessment and science policy

You will have the ability to create and present interactive training for online tools, including video tutorials (e.g. Camtasia) and live workshop-style training sessions

You will be experienced in managing analysis and support activities

You will bring expertise in bibliometric research data, including common matters such as author and institutional disambiguation, classification and citation linkages

You will have extensive and demonstrable work experience in a related field (scholarly communications, research evaluation, science policy, research librarian or reference librarian) and be able to showcase your experience and achievements

You will have experience in creating and presenting data visualizations based on research outputs and metrics

You will be experienced in successfully managing projects and programmes and creating customer-facing documentation to support delivery

You will be familiar with helping users answer questions about database aggregation, linkages and anomalies

You will be experienced in helping others create Boolean searches to represent a topic to support exploration of the research landscape and helping identify under-researched and emerging areas

You quickly understand user perspective and take the initiative to support the client in finding solutions

You will thrive in an environment where you can work independently and remotely

You will have previous experience of working globally and across multiple teams

You will be a strong communicator and able to communicate your findings to a varied audience through written and verbal presentation

You will be comfortable working in a fast paced, changing environment and utilize this to empower your career with us

Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.

Living our Values

We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.

The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are:

We are brave in the pursuit of better

We are collaborative and inclusive

We are always open-minded

We are from and for the community

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.