Knowledge & Process Management Specialist

Medidata: Power Smarter Treatments and Healthier People

Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 1,900+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systemes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com and follow us @medidata.

Your Mission:

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  Analyze business problems to deliver solutions through development of efficient processes and/or systems for the Customer Support team.

  
  
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  Work in conjunction with the senior specialist on the team to finalize requirements and specifications

  
  
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  Design, Develop and Create Knowledge Management Programs

  
  
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  Own the Self-Service Customer Success Portal for end users

  
  
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  Help to drive usage of our documented articles and self-service tools

  
  
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  Builds strong relationships with PS, Finance, Corporate IT and Training teams

  
  
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  Develop skills within supporting systems

  
  
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  Document support processes before go-live and maintain throughout the system/process life cycle

  
  
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  Create/update associated controlled documents, as required

  
  
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  Assist with gathering and preparing quarterly KPI's and metrics

  
  
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  Assist with collaborating with business users to identify and document CS related business processes and requirements for the development and implementation of internal systems used by CS.

  
  
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  Able to work independently and escalate as required.

  
  
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  Assist the senior specialist to document business requirements for conversions, interfaces and reports

  
  
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  Engage with IT partners to ensure business needs are correctly translated to support processes and systems changes with high quality results

  
  
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  Participate and organize design sessions to identify functional gaps and opportunities for improvement

  
  
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  Work closely with users to define and document use cases, scenarios and test scripts

  
  
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  Develop and execute test plans to ensure internal solution/design and vendor releases meet business requirements

  
  
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  Create documentation for processes, training and operational support

  
  

Your Competencies:

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  Strong knowledge of IT service management software including ITIL.

  
  
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  Deep understanding of the ITIL Framework including but not limited to: Incident Management Processes and Procedures

  
  
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  Experience with a global footprint in multiple countries

  
  
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  Excellent written and verbal communication skills

  
  
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  Problem analysis and resolution

  
  
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  Experience with other ITSM tools such as Jira, Confluence, and Zendesk

  
  

Your Education & Experience:

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  Bachelor's degree in information technology, engineering, or a related field.

  
  
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  Minimum of three years' experience working in IT service management, or a similar role.

  
  
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  ITIL Certification preferred

  
  

The salary range posted below refers only to positions that will be physically based in New York City. As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location. Pay ranges for candidates in locations other than New York City, may differ based on the local market data in that region. The base salary pay range for this position is $79,500- $106,000.

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission under the terms of applicable plan documents, while many of Medidata's non-sales positions are eligible for annual bonuses. Additionally, Medidata provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most and should help you care for those who matter most. For that reason, we provide an array of options to help support you physically, financially and emotionally through the big milestones and in your everyday life.

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at 3DS are based on merit, qualifications and abilities. 3DS is committed to a policy of non-discrimination and equal opportunity for all employees and qualified applicants without regard to race, color, religion, gender, sex (including pregnancy, childbirth or medical or common conditions related to pregnancy or childbirth), sexual orientation, gender identity, gender expression, marital status, familial status, national origin, ancestry, age (40 and above), disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. 3DS will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Our Company requires all U.S. employees to be fully vaccinated against COVID-19 and to provide documentation of full vaccination, unless qualified for a medical, religious or state-required accommodation or otherwise exempt consistent with applicable law. Although accommodation requests will be considered (and granted where appropriate/possible), it may be determined that a candidate is unable to adequately perform the essential functions of the position without imposing an undue hardship due to customer requirements, staffing needs, or other business reasons. Definition of full-vaccination: Employees are considered to be fully vaccinated two weeks after their second dose in a 2-dose series or two weeks after a single-dose vaccine.