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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 Systèmes 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.
Our team is Problem management. Problem management is the process of identifying and managing the causes of incidents on an IT service. It is a core component of ITSM frameworks.
We are focused on working collaboratively with product owners and developers as well as engineering and operations teams across the organization. We also engage with professional services and customer success teams to help improve the customer experience. One of our team’s key focal points is to drive root cause analysis (RCA) in response to critical incident response triage events (CIRT) by applying frameworks such as Six Sigma to help prevent recurring issues that may impact the customer experience. Our team has a seat at the table to drive positive change in our software development lifecycle (SDLC) where our team brings a unique insight for areas of improvement.
You are a passionate experienced technologist with deep roots in both public and private cloud that enjoys working collaboratively across the organization to solve problems while ensuring maximum reliability and quality in our products. In this role you will coordinate, standardize, and lead problem management activities ensuring root cause and prevention is identified within the prescribed time frame. You will also bring your ability to proactively detect and prevent future problems/incidents and initiate the Problem Management process to allow quicker diagnosis and resolution. Additionally, you will be skilled at preparing statistics, KPI and trend reports for use in the problem management process. This skill will help identify problems through the review and focus on optimizing processes. In the end this will also help ensure that you develop trend analysis and prepare service improvement plans to address identified gaps. As you work to deliver trend analysis and improvement plans you will coordinate, convene and facilitate major incident and problem review meetings. In these meetings you will collaborate with subject matter experts to refine operating processes and procedures to deliver and restore service more efficiently. This will require you to engage and share recommendations with representatives from R&D and operations teams to help drive adoption of improvement initiatives. As a highly skilled professional you strive to ensure that the problem management information reflects accuracy at all times and is complete. You will ensure your findings are managed and maintained in a problem management database accessible to all team members.
Ability to create and deliver content regarding service disruptions to stakeholders
Demonstrate ability to ensure recurring incident resolution is addressed with urgency
Possess the drive and ability to ensure the problems progress through the Problem Management process in a timely and prioritized fashion
Strong analytical skills
Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment
Proven track record of working collaboratively to improve the customer’s experience
Ability to develop collaborative relationships with stakeholders at all levels
Demonstrate strong interpersonal and communication skills while working with diverse audiences including highly technical IT professionals, developers, and architects
Able to manage relationships with peers and managers as it relates to support and services
Ability to navigate complexity and create collaborative, cross-functional solutions
Strong communication, presentation, and relationship management skills
Able to translate complex issues in an understandable, organized way
Positive team player attitude with excellent verbal and written communication skills
High degree of organizational skills
Your Education & Experience:
The minimum education level required - Bachelor’s, Computer Science
Minimum of 8 years’ experience in providing complex SaaS Customer Support, management, and/or supervision
ITIL Certified or 3 years working experience as a Problem Manager
Medidata requires all U.S. employees to be fully vaccinated against COVID-19 and to provide documentation of full vaccination, unless qualified for an accommodation as determined by Medidata, 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 on Medidata due to customer requirements, staffing needs, or other business reasons.
Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.
MEDIDATA generates the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes.