Durham, North Carolina




The Service and Application Management team in OIT PACE manages several enterprise services that are used across Duke University and Duke Health System.  Work in this role involves provision and coordination of efforts across multiple technical and nontechnical departments across Duke.


This position supports the existing team by participating in existing workflows and contributing to their improvement; analyzing data from a variety of sources; contributing to technical writing; and occasional script, app, or tool development.  Attention to detail and thoroughness are key.


This position provides a unique opportunity to work with the management of SaaS cloud applications in a diverse business environment.  It requires customer interaction and participation in team meetings.


This role involves critical liaison work between Duke’s central OIT and Duke’s various departments and professional schools.  This includes development of skills related to technical writing, active support of other analysts, and ongoing relationship development.




Task management and data analysis

  • Assist with incoming work related to our supported services.  Fulfill requests; troubleshoot and solve problems.
  • Satisfy or exceed service level agreements for quality and timeliness of work.  Ensure frequent communication with and quick response to customers.
  • Learn to identify and find solutions to repeated issues and recognize potential issues before they occur.
  • Analyze and consolidate large datasets using tools like Excel.


Customer engagement

  • Develop and maintain professional relationships with other staff, both within OIT and among our departmental customer groups across Duke.
  • Assist in testing and validating new and changed services and technologies
  • Provide direct assistance to the Duke community, through technical work and consultation.


Knowledge and tool development

  • Write, edit, and maintain internal and customer-facing documentation on our operations and services.
  • Develop and maintain documentation for operational support and new service deployments.
  • Contribute to the development and maintenance of software tools.




Customer Service Excellence: Dedicated to meeting customer expectations and acting as a customer advocate.  Must be an active listener and able to accurately restate information.  Must be patient and keep composure under pressure and stressful situations.

Operational Excellence:  Demonstrated ability to understand priorities, effectively manage time and make decisions in a timely manner.  Demonstrated ability to be results driven and action oriented. Must have excellent verbal and written communication skills.

Functional & Technical Excellence:  Must be an exploratory learner, retaining and applying functional and technical knowledge. Must have strong analytical skills.  Uses sound logic and processes to solve problems.



Must be enrolled as a college or university student.  Most applicants will be in a related field of study. 



Experience or a desire for experience in information technology. Knowledge of IT systems and applications is a plus.  Office suite competency, especially with spreadsheets like Excel, is essential.



Public work environment involving customer contact.


Trustworthiness, respect, diversity, learning and teamwork are the hallmarks of Duke's guiding principles. Our accomplishments are dependent on the dedication and expertise of all who work to support Duke's mission.


Duke is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.


Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas—an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.


Essential Physical Job Functions: Certain jobs at Duke University and Duke University Health System may include essentialjob functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.


Durham, North Carolina

As a world-class academic and health care system, Duke Health strives to transform medicine and health locally and globally through innovative scientific research, rapid translation of breakthrough discoveries, educating future clinical and scientific leaders, advocating and practicing evidence-based medicine to improve community health, and leading efforts to eliminate health inequalities.

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