Medidata Solutions, Inc. Associate Technical Support Specialist in Tokyo, Japan
Medidata Solutions Careers
Associate Technical Support Specialist
- Job DescriptionMedidata's unified platform, pioneering analytics, and unrivaled expertise power the development of new therapies for over 1,000 pharmaceutical companies, biotech, medical device firms, academic medical centers and contract research organizations around the world. The Medidata Clinical Cloud® connects patients, physicians and life sciences professionals. Companies on the Medidata platform are individually and collaboratively reinventing the way research is done to create smarter, more precise treatments. For more information: www.mdsol.com.We know that diverse teams win and are fully committed to selecting leaders and employees that represent the markets in which we operate. We are still led by our Co-founders, Tarek Sherif and Glen de Vries, and have global operations in US, Europe and Asia with over 2000 employees. Your Mission: The Technical Support Specialist is a technical expert who acts as the primary interface between first/second line support and core engineering teams. He/she is responsible for handling work requests (which can be internally or externally generated) that have been routed for diagnosis and implementation while regularly updating internal and/or external customers. The Technical Support Specialist will handle work requests directly, or solicit assistance from the core engineering teams within the R&D team for non-known issues/defect reporting. The Technical Support Specialist would also identify applications defects, then test and document them for the core engineering teams to fix as part of the product. Your Commitments: • Provide support for internal and external customers• Manage work requests that describe particular issues, software bugs or customer problems• Develop appropriate fixes or SQL scripts to resolve customer problems, or identify existing scripts or patches that must be applied• Provide general process analysis and make recommendations for improvements• Participate in weekend on-call rotation for critical issues escalation• Distinguish between application database, operating system, network, and hardware problems and properly taking ownership of issues through to resolution• Present complex technical information to non-technical audiences• Provide accurate and complete problem resolution documentation for future reference and management reporting • Take part in the creation and maintenance of knowledgebase data• Continually increase subject matter knowledge on Medidata products• Interact with other Medidata teams to ensure application efficiency, effectiveness and conformance with regulatory and legislative controls• Reproduce technical problems, diagnose causes, identify temporary and long-term solutions and communicate status updates to clients Your Competencies: • Basic experience with MySQL• Basic experience with Ruby, Java and HTML code a plus (optional)• SQL Server specific training/work experience• Basic experience with C#, Visual Studios and ASP.NET at http://asp.net/ a plus (optional)• Sound analytical, organizational and planning skills and the ability to achieve multiple team and customer objectives independently and in a deadline-sensitive fashion• Superior organization and communication skills, both verbal and written• Experience with application de-bugging• Ability to work independently but with a team-focused approach within multi-disciplinary teams and quickly adapt to job requirements changing on an ad hoc basis• Total commitment to quality and attention to detail• Seasoned analyst with a proven record of satisfying clients• Is a reference point for the entire team on various application topics and is able to resolve most of the items escalated from the first/second line support• Customer focus and a proven pro-active approach, ability to understand and define customer needs quickly and effectively• Command of Native Japanese (read/write/speak) with business level English. Your Education & Experience :• Bachelor’s degree preferably in Computer Science, Information Systems or Life Sciences• 1 – 3 years experience working in a regulated environment• Experience in the Pharmaceutical / Healthcare/Clinical industry a strong plusMedidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.Medidata’s solutions have powered over 14,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner. Japan: Medidata Solutions K.K. 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, national origin, age, disability or other factors that are unrelated to the legitimate business interests of Medidata Solutions.