Customer Support Knowledge Management Specialist

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

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

• Develop skills within supporting systems

• Assist with the development of training with Training team for CS users

• Document 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.

• Provide first tier / how to functional support to end users, 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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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.