Research System Support Analyst - Research Administration

Research System Support Analyst – Research Administration

Department: RI Research Systems Operations

Position Title:

Research System Support Analyst – Research Administration

Job Family Group:
Professional Staff

The Customer Experience Analyst (CXA) serves as a member of the Research Systems Customer Experience team. The CXA is a first point of contact for KUMC Research Administration's Systems Support operations, providing high‑quality customer service and prioritizing first‑contact resolution across email, instant messaging, video chat, or telephone. The CXA records service requests, resolves issues, escalates when necessary, and documents activities in the incident tracking system.

The incumbent reports to the Director of Research Systems Operations.

• Assist in reviewing and updating support materials.
• Work individually and on the team to address customer support issues while delivering world‑class service.
• Triage requests via phone, email, chat, and video‑chat.
• Resolve concerns during initial contact, prioritizing first‑call resolution.
• Escalate issues to appropriate individuals or teams and follow‑up to meet customer experience expectations.
• Accurately document support activities in the incident tracking/ticketing system and knowledge base.
• Leverage internal team members, subject‑matter experts, and external resources to answer questions and resolve issues.
• Participate in scheduled work rotations with the Research System Support team.
• Continuously learn research systems functionality to provide an excellent customer experience.
• Actively provide unsolicited feedback to management to improve and evolve the department’s customer experience delivery.

• 3 years of experience in a customer‑service support role (chat, email, phone). Education may substitute on a year‑for‑year basis.
• Experience with multiple desktop screens and mobile operating systems.
• Computer software and hardware troubleshooting knowledge and experience.

• Associate degree with major coursework in computer science, information systems, or a related technical field.
• One year of experience in a customer‑facing IT role.
• Related work experience in higher education or academic health‑care.
• Previous call‑center or IT service‑desk experience.
• Experience using an incident tracking system.

Resume/CV
Cover Letter

Coverage begins on day one for health, dental, and vision insurance, including health expense accounts with generous employer contributions for qualifying plans. Employer‑paid life insurance, long‑term disability insurance, and additional voluntary insurance plans are available. Paid time off—vacation, sick, ten paid holidays, one discretionary day after six months, and leave for bereavement, jury duty, military service, and parental leave after 12 months—accrues upon hire.

A retirement program with generous employer contribution and voluntary retirement options (457 or 403(b)) is available. For details, visit https://(Use the "Apply for this Job" box below)..html

Employee Type:
Regular
Time Type:
Full time
Rate Type:
Hourly

The pay range listed for this position is determined by our compensation program using market data and salary benchmarking. The starting pay is estimated at the minimum to midpoint of the posted range, considering education, experience, training, qualifications, and funding.

Minimum: $29.23
Midpoint: $36.54
Maximum: $43.85

To learn more and apply online, visit  or search for position number JR009663 on  Applications must be submitted directly through the KU Medical Center website; only those will be considered.

The University of Kansas Medical Center’s mission is to educate exceptional health‑care professionals through a full range of undergraduate, graduate, professional, postdoctoral and continuing education programs. It advances health sciences through world‑class research, provides compassionate patient care, and serves communities across Kansas. Learn more c.edu.

The University of Kansas Medical Center is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, ethnicity, ancestry, age, protected veteran or disability status, marital status, parental status, or genetic information. /nondiscrimination