Technical Information Specialist

Technical Information Specialist

Black Canyon Consulting (BCC) is searching for a Technical Information Specialist to support a Federal client at the National Institutes of Health in Bethesda, MD.

The Technical Information Specialist will provide support and user education for user account management systems provided by the National Center for Biotechnology Information (NCBI) at the National Institutes of Health (NIH). The Technical Information Specialist will be a member of the NIH Manuscript Submission (NIHMS) Production Team facilitating the submission of peer-reviewed manuscripts for inclusion in PubMed Central (PMC) in support of the public access policies of NIH and other participating funders. This position is an excellent opportunity to use state-of-the-art computer systems and gain experience using bioinformatics tools developed by a leading computational biology research group.

This is a full-time position located at the NIH campus in Bethesda, MD and/or remote. 

Responsibilities include, but are not limited to: 

• Providing email assistance to authors, principal investigators, publishers, and others working to support compliance with the public access policies of numerous federal agencies and private research funders.
• Troubleshooting and performing submission processing tasks in collaboration with internal and external teams.
• Collecting and communicating common problems reported by users and working with design and development groups to devise solutions.
• Participating in the ongoing discussions of additional user account services, including new tools for sharing and interacting with NCBI content.
• Assisting with writing test scripts and conducting functional testing of new features.
• Assisting with developing and maintaining reporting infrastructure to reveal trends in customer concerns.
• Assisting with developing educational content, including webinars, tutorials, videos, blog posts and social media content for educating users about these account management systems.

Required Skills: 

• Two years experience in a customer service environment.
• Demonstrated experience working effectively as a member of a team.
• Excellent written and verbal communication skills, including the ability to clearly and professionally communicate technical and non-technical information to a variety of stakeholders.
• Strong analytical and problem-solving skills.
• Excellent organizational skills and attention to detail.
• Experience with online searching of scientific databases.
• Familiarity with online publications, specifically electronic journals or books.
• Positive attitude; exhibits adaptability and flexibility in a matrixed, high-volume work environment.
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Desired skills: 

• Working knowledge of a customer relationship management (CRM) platform such as Microsoft Dynamics.
• Experience with UNIX/Linux in a data production environment.
• Basic knowledge of XML.
• Familiarity with modern web design and social media sites

Benefits and Salary

We attract the best people in the business with our competitive benefits package that includes medical, dental and vision coverage, 401k plan with employer contribution, paid holidays, vacation, and tuition reimbursement.

We offer a competitive salary commensurate with experience and location. The targeted range for this position is $80,000 - $110,000.

If you enjoy being a part of a high performing, professional service and technology focused organization, please apply today!