Career

Knowledge & Process Management Specialist

Sales Business Administration

United States - NJ, Iselin

Requisition ID

999008717

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Your Mission:

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

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

Design, Develop and Create Knowledge Management Programs

Own the Self-Service Customer Success Portal for end users

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

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

Develop skills within supporting systems

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

Create/update associated controlled documents, as required

Assist with gathering and preparing quarterly KPI’s and metrics

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.

Able to work independently and escalate as required.

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

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

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

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

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

Create documentation for processes, training and operational support

 

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Your Competencies:

Strong knowledge of IT service management software including ITIL.

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

Experience with a global footprint in multiple countries

Excellent written and verbal communication skills

Problem analysis and resolution

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

Strong analytical, problem-solving and time-management skills

 

Your Education & Experience: 

 

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

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

ITIL Certification preferred

Equal Employment Opportunity

In order to provide equal employment and advancement opportunities to all individuals, employment decisions at Medidata are based on merit, qualifications and abilities. Medidata 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, disability, veteran status, military service, application for military service, genetic information, receipt of free medical care, or any other characteristic protected under applicable law. Medidata will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Covid Statement

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.

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