Professional Services, Salesforce Administrator

Medallia is the pioneer and market leader in Experience Management.

Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the understanding and management of experience for candidates, customers, employees, patients, citizens and residents.

We are more than a software company.

We want to be known as a company that does the right thing, no matter the challenge or controversy.

We are committed to creating a culture that values every person and every experience.

Individual life experiences shape the way we interact with the world, which is why we encourage people to bring their whole selves to work each day.

The strength of our global workforce is the most significant contributor to our success. 

We believe: Every Experience Matters.

Talent is Everywhere.

All Belong Here.

At Medallia, we hire the whole person.

The Team:

The Support and Education Operations team sits within the Customer organization and is responsible for supporting, developing, managing and enhancing the applications which are used to deliver train and support to our Customers.

The group focuses on engaging with stakeholders to understand business needs, then designing, developing and deploying solutions that meet those business needs.

Medallia’s Support & Education Operations team is looking for someone who can hit the ground running managing multiple tasks while producing high-quality work.

The Role:

Medallia is looking for a driven, hands-on Salesforce Administrator with a strong functional and technical background.

In this role your time will be split between supporting the Medallia app for Salesforce and working on internal Salesforce implementation projects.

You will be involved in all technical aspects of Salesforce.com, executing on the day-to-day configuration, support, maintenance, and improvement as well as AppExchange products.

The successful candidate will have experience working with Salesforce platforms, AppExchange products, and will utilize their creativity and innovation to develop new approaches for enterprise application integration, workflow automation, performance optimization and overall administration particularly within the Salesforce platform.

The majority of your time will be spent working closely with functional leaders, organizational units, and subject matter experts to identify, develop, and deploy customized business solutions across multiple systems.

The other portion of your time will be spent handling inbound support tickets related to Medallia’s app on the Salesforce app exchange.

Key Responsibilities:

• Provide direct support to users of the Medallia Application on the Salesforce App
• Serve as a system administrator for Professional Services org (inc handling user account maintenance, and other tasks)
• Configuring new and updating existing case handling processes in Service Cloud 
• Partner with stakeholders and project managers to gather, document and develop new requirements into  Salesforce.com design and implementation by translating business requirements into creative and effective technical / functional solutions
• Design, develop and maintain complex flows, process builders, and validation rules, etc.
• Provide user support, training, documentation, and troubleshooting while also analyzing current processes to identify opportunities for improvement
• Execute mass data imports/exports using standard API’s or other common Salesforce tools
• Perform unit testing, integration testing, and performance testing of new application functionality.

  Analyze and mitigate issues identified during testing

• Identify opportunities for application optimization, redesign, or development within the platform that will support multiple business units
• Create and maintain standard operating procedure (SOP) and system architecture documentation
• Act as a promoter and driver of change in support of business process improvement 

About You:

• Team player with a positive attitude and strong collaboration skills
• Quality first mindset, innovative thinker, eager to learn, grow, and develop
• Demonstrate bias for action and execution with a strong history of delivering projects and tasks on time and to specification
• Organized, problem solver with a process-oriented mindset
• Quick Learner with an ability to ramp up in technologies and modules to meet business needs
• Ability to juggle multiple priorities yet stay focused on delivering high business impact

Required Qualifications:

• 2+ years of systems administration experience (i.e.

  designing, developing and maintaining complex Process Builders, Flows, Validation Rules and Formula Fields)

• 1+ years experience with translating business requirements into technical/functional solutions
• Strong understanding of  Salesforce.com best practices and functionality
• Must demonstrate exceptional verbal and written communication skills with the ability to communicate clearly, effectively and appropriately with colleagues at all levels
• Ability to assess the impact of new requirements on all upstream and downstream applications, systems, and processes

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Software Engineering, Information Systems or related field
• Salesforce Service Cloud (Live Chat, Omni-Channel, Skills-Based Routing) experience or exposure
• Hands on experience with Salesforce Government Cloud Plus or working knowledge of GovCloud practices and limitations
• Salesforce.com certifications (Administrator, Advanced Administrator, App Builder…)
• Proven ability to design and implement new processes and facilitate user adoption
• Previous experience working in a SCRUM or agile environment

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees.

Medallia is proud to be an equal opportunity workplace and is an affirmative action employer.

Equal opportunity is afforded to all qualified applicants and employees.

We do not discriminate on the basis of gender identity or expression, race, ethnicity, religion, national origin, age, sex, marital status, physical or mental disability, Veteran status, sexual orientation, and any other protected category.

We also consider all qualified applicants regardless of criminal histories, consistent with legal requirements. 

Medallia is committed to working with and providing reasonable accommodation to applicants with disabilities in accordance with the American Disabilities Act and local disability laws.