Role Description We are hiring a passionate and customer-centric Platform Management & Operations Specialist to join our growing team. The role involves working collaboratively across many teams, including customer success, product/engineering, analytics, marketing, and contracting. Must have exceptional customer service skills, strong communication, organization & time management, naturally curious with a strong drive to identify and solve problems, results-driven, a love for data, and have a high degree of attention to detail! We have three core product lines: - CareLink - A software-as-a-service (SaaS) platform used by healthcare professionals and community-based organizations to coordinate care across multiple settings. - Path Assist - An evidence-based, structured intervention designed to improve the lives of individuals with health-related social needs (HRSNs) by pairing them with highly skilled community health workers enabled by our CareLink platform. - Community Health Equity Projects (CHEP) - Mixed-methods research projects that leverage quantitative and qualitative data to advance health equity by understanding barriers and facilitators to care in a region. Responsibilities: - Customer Success via Helpdesk Management: - Deliver timely and efficient technical assistance to clients through email, telephone, or video conferencing. - Oversee daily helpdesk activities, ensuring support tickets are accurately tracked and prioritized. - Analyze support request trends and monitor performance metrics to guide future product enhancements. - Develop and update detailed FAQs and knowledge base documentation. - Detect and report software defects to the engineering and QA departments by performing thorough investigations and communicating the commercial significance of each issue with empathy for the user's experience. - Pursue Operational Excellence via miscellaneous project management: - Follow project SOP’s and best practices, including driving appropriate analyses/research, meeting project goals, managing timelines, and working with leadership to implement new processes, technology, or strategies successfully. - Support growth initiatives: e.g. prepare for and support Demos to support the sales cycle. - Conduct NPS Survey (Quarterly): Set-up and scoring requires high attention to detail and the ability to work within several software products (SurveyMonkey, HubSpot, Sheets). Follow-up requires a strong sense of customer empathy and the ability to separate product “signal” from anecdotal “noise”. - Newsletter (Quarterly): Gather topics and sources from multiple teams to generate a user-focused product newsletter that provides value to the reader and satisfies the communication needs of all stakeholders. Requires collaboration and clear communication skills tied to a strong sense of what the users will find most helpful. - Customer Advocacy via Product Collaboration: - Assist customers in adopting process changes and new features. - Proactively identify, understand, and address customer needs and pain points. - Work with the product team to provide feedback for platform improvement; prioritize and advocate for customer-driven product enhancements. - Translate customer needs into actionable product requirements and participate in product roadmap planning and release cycles. - User Acceptance Testing: Thoroughly test bug repairs and new features from the perspective of multiple user personas. - Customer Success via Onboarding and Account Management: - Support customer onboarding and implementation while driving optimal platform utilization through process refinement and optimization. - Facilitate the adoption of new platform features and workflow adjustments for customers. - Facilitate routine account management sessions involving users, administrators, and relevant third-party vendors. - Identify and resolve customer pain points proactively by gaining a deep understanding of their specific needs. - Guide customers on product best practices to ensure they reach their strategic business objectives. Qualifications - Bachelor’s degree in a relevant field (business, marketing, communications, etc.) - 4+ years working in a customer-facing role (e.g., customer service, account management, sales). - Comfortable learning and adapting to technology changes. - Working knowledge of project management techniques and best practices. - Comfortable presenting content, including data, to both internal and external stakeholders. - Ability to understand, communicate, work effectively, and respectfully with stakeholders. - Ability to balance focus between urgent and unplanned customer needs with long-term strategic projects. - Intrinsic sense of curiosity and a drive to explore, understand, and persevere with unknowns or ambiguous situations regarding customer issues. Nice to Haves - Prior experience working with SaaS products or in a SaaS environment is highly beneficial. - Project Management Certifications, Customer Success Certifications. Diversity & Inclusion At Activate Care, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, sex, pregnancy (including childbirth, lactation, and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, military, and veteran status, and any other characteristic protected by applicable law. Activate Care believes that diversity and inclusion among our teammates is critical to our success as a company, and we seek to recruit, develop and retain the most talented people from a diverse candidate pool. The organization is committed to providing reasonable accommodations to qualified individuals with disabilities throughout the hiring process. If you require an accommodation to participate in the interview process, please let our team know at the time of scheduling. The Company will not sponsor applicants for work visas at this time.

• Own and evolve AWS infrastructure supporting data platform, ML training, and analytics workloads (Iceberg/Trino, ETL pipelines, Kubeflow/MLflow) • Design, deploy, and maintain EKS-based services and Kubernetes workloads • Build and manage Terraform infrastructure across environments (dev/staging/prod) • Design and maintain CI/CD pipelines for infrastructure and application deployment (GitLab/GitHub) • Operate and improve Kafka/Redpanda clusters • Improve reliability, observability, and performance of prediction services • Support Dagster for data workflow orchestration • Collaborate with Data Science, ML Engineering, and Data Engineering to productionize models and data pipelines • Strengthen AWS IAM, networking, and connectivity between cloud and on-prem systems • Support cyber hardening efforts with our RTX cyber team • Identify and incrementally improve existing infrastructure and deployment patterns

Department BSD CTD - Platform Engineering - PlanX About the Department The Center for Translational Data Science (CTDS) at the University of Chicago is a research center whose mission is to develop the discipline of translational data science to impactful problems in biology, medicine, healthcare, and the environment. We envision a world in which researchers have ready access to the data needed and the tools required to make data driven discoveries that increase our scientific knowledge and improve the quality of life. We architect ecosystems of large-scale commons of research data, computing resources, applications, tools, and services for the broader research community to use data at scale to pursue scientific inquiry and accelerate discovery. Learn more at https://gdc.cancer.gov/, https://gen3.org/, https://stats.gen3.org/, and https://ctds.uchicago.edu/. Job Summary The job works independently to perform a variety of activities relating to software support and/or development. Analyzes, designs, develops, debugs, and modifies computer code for end user applications, beta general releases, and production support. Guides development and implementation of applications, web pages, and user-interfaces using a variety of software applications, techniques, and tools. Solves complex problems in administration, maintenance, integration, and troubleshooting of code and application ecosystem currently in production. Staff Platform Engineers provide production support, production monitoring, CI/CD design & implementation, & security automation across the open-source software platforms CTDS develops and operates for translational data science. Production support includes triaging, researching, communicating, and addressing production incidents. For monitoring, staff wrangle disparate system monitoring assets and develop common analytics to inform optimization, define benchmarks and confidence intervals and to forecast, proactively mitigating production incidents. CI/CD pipelines are for hybrid cloud architecture on-premises and in commercial cloud providers like Amazon, Google, and Microsoft. This at-will position is wholly or partially funded by contractual grant funding which is renewed under provisions set by the grantor of the contract. Employment will be contingent upon the continued receipt of these grant funds and satisfactory job performance. Responsibilities - Responsible for design and implementation of top priority technical tasks and timely delivery of such tasks, meeting and helping define the required level of quality. - Participation in complex and challenging activities, including design and implementation. - Responsible for a scope of significant size critical to the team’s success. - Provide technical leadership and effectively mentor interns and less experienced members. - Actively participate in the hiring process and provide fair and productive interview feedback. - Negotiate complex decisions, present options, and persuasively advocate for optimal technical solutions, internally and externally. - Designs new systems, features, and tools. Solves complex problems and identifies opportunities for technical improvement and performance optimization. Reviews and tests code to ensure appropriate standards are met. - Utilizes technical knowledge of existing and emerging technologies, including public cloud offerings from Amazon Web Services, Microsoft Azure, and Google Cloud. - Acts as a technical consultant and resource for faculty research, teaching, and/or administrative projects. - Performs other related work as needed. Minimum Qualifications Education: Minimum requirements include a college or university degree in related field. Work Experience: Minimum requirements include knowledge and skills developed through 5-7 years of work experience in a related job discipline. Certifications: --- Preferred Qualifications Education: - Advanced degree in computer science, mathematics, statistics, engineering, or a relevant quantitative field strongly preferred. ​ Experience: - 6+ years professional experience as a system or DevOps engineer or demonstrated skills and qualifications through projects, initiatives, or outstanding performance. - Hands-on scripting experience (Bash, Python, or other dynamic language). - Unix/Linux programming or system administration experience. - Experience with OpenStack and AWS p(EC2/S3) cloud technologies. - Experience with configuration management utility (Chef, Puppet, Ansible). - Experience with F5 or other load balancing technologies (Nginx, AWS ELB/ALB, etc.). - Experience with source control and build systems (SVN, Git, Jenkins, etc.). - Experience with container based deployment (Docker, Kubernetes). - Experience with log aggregation tools (ELK stack, Splunk). - Experience with security frameworks (FISMA, NIST, FIPS). - Experience with cloud platforms (AWS, GCP, Openstack), CI/CD, and Agile methodologies. - Experience leading DevOps initiatives and process improvement. - Experience provisioning and managing GPU-enabled infrastructure (NVIDIA GPUs, CUDA, multi-GPU systems) in cloud and/or on-prem environments. - Familiarity with GPU orchestration in Kubernetes (e.g., NVIDIA device plugin, GPU scheduling, MIG, node affinity). - Experience optimizing GPU utilization, memory management, and cost efficiency for compute-intensive workloads. Preferred Competencies - Ability to collaborate with team members and help define guidelines and best practices and ensuring accountability for deliverables and outcomes. - Ability to take and provide constructive and helpful input and feedback on technical issues. - Ability to negotiate complex decisions, present options and persuasively advocate for optimal technical solutions, internally and externally. - In-depth knowledge in most technical areas of major projects and the core DevOps technology scope. - Considered a Subject Matter Expert of most DevOps technology and solutions. - Ability to take multiple complex tasks and break them into smaller ones, estimating the effort needed to complete them, prioritizing them appropriately, and ensuring the completion of each task, meeting the required level of quality. - Ability to work in a collaborative team and ensure accountability for deliverables and outcomes. - Ability to prioritize and manage workload to meet project milestones and deadlines. Working Conditions - Office environment. Application Documents - Resume (required) - Cover Letter (preferred) When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application. Job Family Information Technology Role Impact Individual Contributor Scheduled Weekly Hours 40 Drug Test Required No Health Screen Required No Motor Vehicle Record Inquiry Required No Pay Rate Type Salary​ FLSA Status Exempt​ Pay Range $100,000.00 - $140,000.00The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting. Benefits Eligible YesThe University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook. Posting Statement The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination. Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form. All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position. The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.

Department BSD CTD - Platform Engineering - PlanX About the Department The Center for Translational Data Science (CTDS) at the University of Chicago is a research center whose mission is to develop the discipline of translational data science to impactful problems in biology, medicine, healthcare, and the environment. We envision a world in which researchers have ready access to the data needed and the tools required to make data driven discoveries that increase our scientific knowledge and improve the quality of life. We architect ecosystems of large-scale commons of research data, computing resources, applications, tools, and services for the broader research community to use data at scale to pursue scientific inquiry and accelerate discovery. Learn more at https://gdc.cancer.gov/, https://gen3.org/, https://stats.gen3.org/, and https://ctds.uchicago.edu/. Job Summary The job performs a variety of activities relating to software support and/or development. Provides analysis, design, development, debugging, and modification of computer code for end user applications, beta general releases, web pages, and production support. Troubleshoots problems using existing procedures to find a possible solution. The Senior Platform Engineer provides production support, production monitoring, CI/CD design & implementation, & security automation across the open-source software platforms CTDS develops and operates for translational data science. Production support includes triaging, researching, communicating, and addressing production incidents. For monitoring, the engineer will wrangle disparate system monitoring assets and develop common analytics to inform optimization, define benchmarks and confidence intervals, and to forecast, proactively mitigating production incidents. CI/CD pipelines are for hybrid cloud architecture on-premises and in commercial cloud providers like Amazon, Google, and Microsoft. This at-will position is wholly or partially funded by contractual grant funding which is renewed under provisions set by the grantor of the contract. Employment will be contingent upon the continued receipt of these grant funds and satisfactory job performance. Responsibilities - Responsible for technical tasks and timely delivery of such tasks, meeting the required level of quality. - Participation in complex and challenging activities, including design and implementation. - Provide support and maintenance for existing applications. - Provide technical mentorship to interns and onboarding staff and technical leadership in technical initiatives. - Actively participate in the hiring process and provide fair and productive interview feedback. - Elaborate on technical solutions internally and externally when required. - Investigates, analyzes and resolves day-to-day technical problems using standard procedures. - Works with stakeholders to gather and analyze requirements for developmental programs. Receives a moderate level of guidance to design applications to meet University and business requirements. - Performs code testing on components and works to ensure that appropriate implementation standards are met. Evaluates design alternatives for development cost and solutions using various methods. - Supports and maintains existing applications. Works with web developers and responds to requests from users. - Performs other related work as needed. Minimum Qualifications Education: Minimum requirements include a college or university degree in related field. Work Experience: Minimum requirements include knowledge and skills developed through 2-5 years of work experience in a related job discipline. Certifications: --- Preferred Qualifications Education: - Advanced degree in computer science, mathematics, statistics, engineering, or a relevant quantitative field strongly preferred. Experience - 3+ years experience developing infrastructure, configuration and/or deployment automation or demonstrated skills and qualifications through projects, initiatives, or outstanding performance. - Hands-on scripting experience (Bash, Python, or other dynamic language). - Unix/Linux programming or system administration experience. - Experience with OpenStack and AWS p(EC2/S3) cloud technologies. - Experience with configuration management utility (Chef, Puppet, Ansible). - Experience with F5 or other load balancing technologies (Nginx, AWS ELB/ALB, etc.). - Experience with source control and build systems (SVN, Git, Jenkins, etc.). - Experience with container based deployment (Docker, Kubernetes). - Experience with log aggregation tools (ELK stack, Splunk). - Experience with security frameworks (FISMA, NIST, FIPS). - Experience with cloud platforms (AWS, GCP, Openstack), CI/CD, and Agile methodologies. - Experience provisioning and managing GPU-enabled infrastructure (NVIDIA GPUs, CUDA, multi-GPU systems) in cloud and/or on-prem environments. - Familiarity with GPU orchestration in Kubernetes (e.g., NVIDIA device plugin, GPU scheduling, MIG, node affinity). - Experience optimizing GPU utilization, memory management, and cost efficiency for compute-intensive workloads. Preferred Competencies - Ability to collaborate and interact effectively with team members, following guidelines and best practices and ensuring accountability for deliverables and outcomes. - Ability to take and provide constructive and helpful input and feedback on technical issues. - Ability to elaborate on technical solutions internally and externally when required. - In-depth knowledge in core areas of DevOps technologies, including scripting languages, deployment/configuration frameworks, and/or cloud platforms, or having demonstrated the ability to achieve that level of proficiency in a short period of time. - Ability to take multiple complex tasks and break them into smaller ones, estimating the effort needed to complete them, prioritizing them appropriately, and ensuring the completion of each task, meeting the required level of quality. - Ability to work in a collaborative team and ensure accountability for deliverables and outcomes. - Ability to prioritize and manage workload to meet project milestones and deadlines. Working Conditions - Office environment. Application Documents - Resume (required) - Cover Letter (preferred) When applying, the document(s) MUST be uploaded via the My Experience page, in the section titled Application Documents of the application. Job Family Information Technology Role Impact Individual Contributor Scheduled Weekly Hours 40 Drug Test Required No Health Screen Required No Motor Vehicle Record Inquiry Required No Pay Rate Type Salary​ FLSA Status Exempt​ Pay Range $80,000.00 - $120,000.00The included pay rate or range represents the University’s good faith estimate of the possible compensation offer for this role at the time of posting. Benefits Eligible YesThe University of Chicago offers a wide range of benefits programs and resources for eligible employees, including health, retirement, and paid time off. Information about the benefit offerings can be found in the Benefits Guidebook. Posting Statement The University of Chicago is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender, gender identity, or expression, national or ethnic origin, shared ancestry, age, status as an individual with a disability, military or veteran status, genetic information, or other protected classes under the law. For additional information please see the University's Notice of Nondiscrimination. Job seekers in need of a reasonable accommodation to complete the application process should call 773-702-5800 or submit a request via Applicant Inquiry Form. All offers of employment are contingent upon a background check that includes a review of conviction history. A conviction does not automatically preclude University employment. Rather, the University considers conviction information on a case-by-case basis and assesses the nature of the offense, the circumstances surrounding it, the proximity in time of the conviction, and its relevance to the position. The University of Chicago's Annual Security & Fire Safety Report (Report) provides information about University offices and programs that provide safety support, crime and fire statistics, emergency response and communications plans, and other policies and information. The Report can be accessed online at: http://securityreport.uchicago.edu. Paper copies of the Report are available, upon request, from the University of Chicago Police Department, 850 E. 61st Street, Chicago, IL 60637.