IT Operations, Specialist I, Collaboration Tools

Medallia is the pioneer and market leader in Experience Management. Our award-winning SaaS platform, Medallia Experience Cloud, leads the market in the management of experiences, insights, and actions for candidates, customers, employees, patients, and residents alike.

We believe that every experience is a memory that can last a lifetime. Experiences shape the way people feel about a company. And they greatly influence how likely people are to advocate, contribute, and stay. At Medallia, we are committed to creating a world where organizations are loved by their customers and their employees.

We empower exceptional people to create extraordinary experiences together.

Bring your whole self.

Our IT Culture

• We don't expect to be perfect, but we are always proactively seeking out ways to help solve bottlenecks within our infrastructure and user community. We build strong relationships with team members around the globe. Medallia IT is a global, no-nonsense flat organization where the best ideas are implemented, no matter where they come from.
• We love technology and we are always after the latest technologies to learn and share with our team. We are not afraid of failing when we are experimenting with different technologies, development methodologies, and tools. We've got a culture focused on smarts, kindness, continual learning, and feedback.
• IT at Medallia is creating a world class delivery and capabilities organization that will simplify the landscape for support efficiency while also designing, planning and delivering quality new solutions cost effectively.
  

As an IT Operations Specialist I at Medallia, you will focus on supporting and optimizing collaboration tools such as Google Workspace, Slack, and Zoom. You will serve as the first escalation point after the helpdesk, ensuring seamless integration, functionality, and a positive employee experience. You will also maintain operational meeting rooms and assist the network team with on-site requirements. This is a primarily in-office role in McLean, VA.

• Support helpdesk escalations related to collaboration tools (Google Workspace, Slack, Zoom, etc.).
• Collaborate with on-site users to resolve technical issues and maintain meeting room functionality.
• Ensure secure and efficient use of collaboration platforms through automation and integration.
• Troubleshoot and optimize tool performance to enhance the employee experience.
• Work onsite in our local office in a hybrid capacity.

Minimum Qualifications

• Bachelor's degree in IT, Computer Science, or equivalent practical experience.
• 2+ years of experience managing collaboration tools in enterprise environments including:
  • Knowledge of Microsoft O365, MS Teams, and identity management solutions like Okta.
  • Knowledge of Google Workspace administration and optimization.
  • Understanding of security best practices for collaboration tools.
  • Demonstrated experience in Zoom, including Zoom Room configurations and integrations.
• Demonstrated experience managing Slack, including workflow automation and integrations.
• Demonstrated experience with scripting (e.g., Google Apps Script, Python, PowerShell) for automation.
• Ability to travel to various global offices for various projects as needed.

Preferred Qualifications

• Google Workspace Administrator certification or relevant Google certifications.
• Experience with Slack Enterprise features and VoIP systems (e.g., Zoom Phone or Google Voice).
• Knowledge of monitoring tools and API-based integrations for collaboration platforms.

Medallia is committed to equal pay and transparency. The annual base salary range for this position is $58,500 to $79,000. Please note that the salary range information provided is a general guideline and combines all of the distinct labor markets within the US. It is uncommon for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on a variety of factors. Medallia considers factors such as (but not limited to) scope and responsibilities of the position, candidate's work experience, candidate's work location, education/training, key skills, internal peer equity, external market data, as well as, market and business considerations when making compensation decisions.

Medallia also offers competitive health and wellness benefits, including but not limited to medical, dental, vision, 401(k), short-term and long-term disability, life and AD&D insurance, statutory leaves, paid parental leave, and paid holidays. Benefits and eligibility may vary by location and role.

At Medallia, we celebrate diversity and recognize the value it brings to our customers and employees. Medallia is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age (40 and over), disability, genetic information, veteran status or military service, or any other status protected by state or local law. Individuals with a disability who need an accommodation to apply please contact us at ApplicantAccessibility@medallia.com. For information regarding how Medallia collects and uses personal information, please review our Privacy Policies. Applications will be accepted for 30 days from the date this role was posted or until the role has been filled.