• Act as a portal for demands, requests for services and training
• Support drug discovery scientists with their use of scientific/informatics applications
• Escalate advanced questions and issues to the appropriate scientific experts within the Discovery Information organisation, retain ownership and work with the experts to learn and prevent future escalations
• Perform scientific application user instruction over the telephone or face-to-face, demand may come direct to the Science Desk or via the training and awareness team
Promotion:
• Promote optimal Informatics use and optimal utilisation of data, information and knowledge
• Communicate with the scientific community via telephone, email and face-to-face interactions
• Project support - within Discovery Information or within the business. Providing scientific expertise to test new applications, write training materials and FAQs or work with research area projects to improve workflows, suggest most appropriate tools and perform user instruction
• Act as the marketing portal to Discovery Information to feed pertinent information to the business on Discovery Information products and services via PR & Marketing methods to enhance Customer Relationship Management
Training and Awareness:
• Develop training materials and FAQ’s with relevant business examples
• Train scientists and raise their awareness on appropriate Informatics tools as required
• Partner with the business and vendors to deliver training and awareness activities at the site
Operational:
• Maintain a coverage schedule with Science Desk individuals and other support specialists for telephone, and email across Discovery Information
• Track requests for scientific support in the call management system
• Populate the knowledgebase with all pertinent information by leading regular Discovery Information knowledge sharing meetings
• Communicate and share information / best practice with global Science Desk members in North America, Sweden and the United Kingdom
• Communicate to the business as and when necessary in a professional manner using latest information and best practice
Other responsibilities as assigned:
• Answer customer queries by searching internal and external information sources covering the published literature