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.

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.

The Role
As a Senior IT System Engineer for Identity and Access Management at Medallia, you will collaborate with internal or external vendor teams that will create seamless infrastructure experiences across our IT cloud presence, Data Centers, Systems, and Networks to provide our end user community a secure, highly performant, and consistent user experience across the globe. You will help connect business needs for integrating platforms into our company and the IAM infrastructure that IT manages, as well as help with investigations related to access modifications or behavioral analysis of users.

• Define, improve and adapt the access and authorization strategy across all the integrated platforms that IT supports for the entire user community by maintaining security as the utmost important goal, with user experience being right after.
• Monitor and correct deviations in the consistency of the user community’s security posture, by detecting and enforcing world class security practices.
• Collaborate with stakeholders across engineering, information security and the rest of the company to effectively align against goals, roadmap, and commitments. Translate business requirements, design and drive the execution plan for successfully delivering high quality output on time for various business driven initiatives.
• Be hands-on in building a high performing world class IT practice and providing opportunities for team members to grow and prosper in providing great services and support services.
• Develop and update online support documentation and troubleshoot systems and applications issues including L3 and above protocols
• Bring a quality first and innovative mindset with eagerness to learn, grow and develop
  Present on various subjects with confidence and persuasion to technical and business stakeholders
• Be a true team player who can seamlessly transition between being a strategic advisor and being hands-on with delivering technical solutions
• Work onsite at our office as needed, to collaborate on initiatives. We otherwise work flexibly.

Minimum Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field, or equivalent work experience.
• 8+ years of experience in a hands-on technical role working server support tasks as well as managing user profiles: Windows Server, Active Directory, SSO (SAML, OIDC), PKI, Compute, Virtual desktops, MDM, Scripting, API calls, etc.
• 8+ years of experience building and maintaining external services which will include cloud and SaaS services
• 3+ years of experience managing IDP solutions Okta, Entra ID, Ping, etc.
• Demonstrated knowledge of:
  • OSI Model Layers 3-7 (HTTP, DNS, TCP, ARP, SSL, TLS) and troubleshooting capabilities.
  • Scripting/Automation: Python, Powershell, VBS, shell scripting, etc.
  • Datasets management for reporting Excel, Google Sheets, PowerBI, Tableau, etc.
• Demonstrated experience with MDM Management including SCEP certificate deployment. (JAMF/Intune)
• Ability to work from the office as needed and travel to various global offices for various projects as needed
• English proficiency, both written and oral

Preferred Qualifications

• Experience in an end-to-end project and support related role for an entire enterprise ecosystem
• Experience managing an ITIL based service delivery model
• Solid background in Okta Management, certifications would be ideal
• Certificate management, configuring Certificate Authorities on MDMs and troubleshooting certificate issues
• RCA Investigation experience

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. All qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, genetic information, disability, veteran status, or any other applicable 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.