"User Engagement Specialist - Mellon College of Science - Pittsburgh Supercomputing Center"

User Engagement Specialist - Mellon College of Science - Pittsburgh Supercomputing Center

Company: Carnegie Mellon University

Job Location: Pittsburgh, 15213

Category: IT Support and Training

Type: Full-Time

Carnegie Mellon University is a private, global research university that stands among the world's most renowned education institutions. With ground-breaking brain science, path-breaking performances, creative start-ups, big data, big ambitions, hands-on learning, and a whole lot of robots, CMU doesn't imagine the future, we invent it. If you're passionate about joining a community that challenges the curious to deliver work that matters, your journey starts here!

The Pittsburgh Supercomputing Center (PSC) architects, deploys, and operates world-class, high-performance computational resources. Building on its roots within both Carnegie Mellon and the University of Pittsburgh, PSC enables national and international researchers to make use of innovative technologies in addition to a robust array of local and regional collaborators.

ACCESS is an advanced computing and data resource program supported by the U.S. National Science Foundation (NSF) under the Office of Advanced Cyberinfrastructure.

We are seeking a User Engagement Specialist to join our Support team. In this role, you will have two primary areas of responsibility:

• Engagement and Support - You will be responsible for supporting researchers in the ACCESS ecosystem as a member of the ACCESS Allocations team. This includes assisting with allocation-related inquiries, helping researchers navigate proposal submission and review processes, and ensuring an excellent user experience.
• Web Development - You will contribute to the development and improvement of the web-based tools used for ACCESS allocations, including researcher proposal submission, review, administrative sites, and related tools. This will involve analyzing, designing, and implementing enhancements to the very systems you use in providing support. This work will primarily be Ruby on Rails with React front-ends and PostgreSQL databases. The development projects can change based on evolving priorities at PSC.

Core Responsibilities:

• Read and respond to allocation-related issues reported by the ACCESS community in a timely manner.
• Collaborate with members of the ACCESS Allocations team to resolve user inquiries and improve workflows.
• Communicate via ticket system, email, telephone/video conferencing, and in-person with various stakeholders.
• Analyze, design, and implement improvements to proposal submission, review, and administrative tools.
• Develop new features and maintain existing Ruby on Rails, React, and PostgreSQL-based applications. Test, document, and deploy software updates. Learn and keep current with emerging web technologies and frameworks.
• Contribute ideas and feedback from user support interactions to guide tool improvements.

Adaptability, excellence, and passion are vital qualities within Carnegie Mellon University. We are in search of a team member who can effectively interact with a varied population of internal and external partners at a high level of integrity. We are looking for someone who shares our values and who will support the mission of the university through their work.

Qualifications:

• Bachelor's degree in Computer Science, Information Systems, or a related field required.
• No professional development experience required; academic or project-based experience in programming preferred.
• Experience with or interest in Ruby on Rails, React, or PostgreSQL a plus.
• Strong problem-solving skills and a willingness to learn new technologies.
• Excellent written and verbal communication skills.
• Ability to work collaboratively in a team and engage with diverse stakeholders.
• Experience with ticket management systems preferred.
• A combination of education and relevant experience from which comparable knowledge is demonstrated may be considered.

Requirements:

• Successful background check