Applications Support Engineer

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 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:

The Technical Content Strategy (TCS) team creates, curates, and translates all customer-facing product knowledge including knowledge articles, release notes, online help and all forms of user assistance. You will be part of the Tech Ops group within TCS, which ensures that all software tools used in the production and delivery of our content to our users are functioning efficiently, are customised for optimal use, and are consistently used.

Who we are looking for:

As an Application Support Engineer within the Technical Content Strategy (TCS) Technology Operations team, you will help administer and maintain TCS software tools and apps such as Pendo, Confluence, and Zoomin. This includes support for app users, implementation of standard processes (e.g., creating Pendo guides), training internal users on best practices and promoting engagement with and adoption of the apps across R&D. You will also help collect usage analytics and measurements, and support other projects and initiatives undertaken by the TCS team.

Here are some of the things you will do:

• Administer/maintain our content strategy eco-system of apps such as Confluence, Pendo, Zoomin
• Manage user access and permission groups
• Troubleshoot implementation problems, and respond to support queries
• Report on metrics, analytics and progress measurements by building dashboards, running SQL queries, collecting data into Google Sheets, or using Data Visualization tools such as Tableau
• Write and curate internal knowledge articles and blogs about app usage, processes, best practices, style guidelines, etc.
• Develop templates and screen guides
• Manage localization process of Pendo guides
• Publish Scroll-versioned knowledge spaces in Confluence
• Help with training sessions to employees
• Help support integrations between products by using APIs
• Collaborate with vendor representatives to debug issues or explore new functionality
• Research and identify new methods to improve usage and efficiency
• Collaborate with different departments on projects that use the content strategy apps
• Track workload and assignments in an Aglie fashion using Jira
• Work on multiple projects simultaneously

Requirements:

• Experience with SQL, HTML, CSS required
• Experience supporting software apps and internal R&D tools required
• Experience working across multiple departments

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