System Admin/Developer - TalkDesk (Remote)

Location: Hybrid

Medidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week in accordance with Company policy.

About our Company:

Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating 25 years of ground-breaking technological innovation across more than 36,000 trials and 11 million patients, Medidata offers industry-leading expertise, analytics-powered insights, and one of the largest clinical trial data sets in the industry. More than 1 million users trust Medidata's seamless, end-to-end platform to improve patient experiences, accelerate clinical breakthroughs, and bring therapies to market faster. Discover more at www.medidata.com.

About the Team:

The role includes setting up these integrations, testing them to ensure functioning correctly, and monitoring over time. This role will directly report into our Customer Support Organization, Product, and Sales teams to setup integrations for customers and ensure their success with our platform.

Responsibilities:

We are looking for a system administrator to mainly manage our Telephony CCaaS System Talkdesk in addition to integrations between our products on the Medidata Platform and our Helpdesk System, ServiceNow.

The integrations between our products:

-Order Management Systems (Salesforce)

-Telephony CCaaS Systems (Talkdesk)

-Helpdesk Systems (ServiceNow)

-Internal Systems (iMedidata)

• Install and configure software for initial deployment; prove sufficient knowledge of TalkDesk Integration Activation
• Maintain adequate system logs and have full understanding of backup and failover plan within the local markets where phone numbers are required
• Maintain internal documentation through TalkDesk, ServiceNow and Confluence
• Maintain network and system security within the Information Security of Medidata as a whole
• Troubleshoot issues and outages
• Monitoring system performance and troubleshooting issues
• Provide Technical Support to internal and external users
• Manage and Schedule Maintenance Windows for upgrades/changes
• Implement AI within the platform
• Deploy and maintain fully mirrored sandbox solution for testing
• Perform quarterly business continuity testing
• Adjust workflows as the business needs change, document and mirror in sandbox environments
• Look to deploy unused features of the Talkdesk application

Qualifications:

• Experience with relevant systems is required.
• Self-sufficiently deliver high quality low-error work.
• Excellent communication (both verbal and written). The ability to communicate confidently and clearly on conference calls, in meetings, via email, etc. at all levels of the organization is essential.
• Strong organizational skills and the ability to effectively manage multiple tasks simultaneously.
• Aptitude for, and interest in, learning new technologies. Degree in Computer Science, Software Development or Cybersecurity required
• 8+ Years of Software Engineering Experience
• 5+ Years of Scripting in Java, Python

• Certified Talkdesk Professional Services Trained with System Deployment a most

As with all roles, Medidata sets ranges based on a number of factors including function, level, candidate expertise and experience, and geographic location.

• The salary range for positions that will be physically based in the NYC Metro Area is $96,000 - $128,000.
• The salary range for positions that will be physically based in the California Bay Area is $101,250 - $135,000.
• The salary range for positions that will be physically based in the Boston Metro Area is $94,500 - $126,000.
• The salary range for positions that will be physically based in Texas or Ohio is $84,375 - $112,500.
• The salary range for positions that will be physically based in all other locations within the United States is $85,500 - $114,000.

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides best-in-class benefits, including medical, dental, life and disability insurance; 401(k) matching; flexible paid time off; and 10 paid holidays per year.

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.

Applications will be accepted on an ongoing basis until the position is filled.

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