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 Systems Engineer focused on ServiceNow and automation technologies, you'll design, develop, and automate IT and business processes across multiple SaaS platforms to improve efficiency and user experience. You'll be key in elevating ServiceNow usage within the organization, automating workflows, incident/request handling, change management, and reporting.

• Collaborate with internal/external teams to develop and execute the IT strategy and roadmap, using ServiceNow as a key orchestrator for automation.
• Automate processes, incident management, and workflows using ServiceNow.
• Align with stakeholders to meet business goals and deliver high-quality results.
• Troubleshoot systems and applications issues (L3+).
• Foster a high-performing IT environment and drive growth for team members.

Minimum Qualifications

• Bachelor’s degree in IT, Computer Science, or equivalent experience.
• 5+ years of IT systems engineering or administration experience.
• 5+ years of ServiceNow platform experience, specifically in automation and workflow building.
• Demonstrated experience with scripting languages (JavaScript, PowerShell, Python) and ServiceNow integrations.
• Demonstrated knowledge of ITSM/ITOM processes and automation tools.
• Familiarity with CMDB, security, and compliance in enterprise settings.

Preferred Qualifications

• ServiceNow certification (Administrator or higher).
• Experience with SaaS environments, cloud integrations, and ITIL best practices.
• Proven leadership in large-scale ServiceNow projects.
• Strong communication and collaboration skills.

This role offers hybrid work and may require travel to global offices.

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.