Data Analyst, Support Operations

Location : Remote, Virginia | Team: Technical Support

Role Type: Full-Time Employee (Individual)

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 skilled data analyst passionate about unlocking insights which will take our business to the next level. The ideal candidate will have the technical skills to build performant data sets, build clear and engaging visualisations, and be committed to transforming data into readable, goal-driven reports, and dashboards for continued innovation and growth. As a Data Analyst you will own our BI reporting / visualization tool (Tableau) and help to drive its adoption across the Customer organization. You will also augment support data and regularly work with leadership on their KPI reporting. In this role, you’ll be working closely with functional leaders, organizational units, and subject matter experts to identify what metrics are important to them and how they will interact with the reporting solutions you develop and deploy.

Responsibilities

  • Build and maintain interactive reports and dashboards from multiple data sources through the full lifecycle, from requirement gathering through to deploying, training and monitoring after go-live
  • Quickly become the go-to expert on Tableau for the Support & Education teams
  • Work closely with support leadership to understand and maintain focus on their analytical needs, including identifying critical metrics and KPIs, and deliver actionable insights to relevant decision-makers
  • Proactively identify trends, opportunities, and actionable insights through analysis and manipulation of complex data sets
  • Build and maintain capacity planning models to enable us staffing level predictions
  • Act as a key representative to support projects, change management, and strategic initiatives
  • Promote data literacy and cleanliness across the organization with the use of reports and process to reduce data staleness
  • Act as an ambassador for data and a driver of change in support of business process improvement

Key Competencies

  • Team player with a positive attitude and strong collaboration skills
  • Agile, has the ability to adapt to rapidly change priorities
  • Ability to understand complex data and analytical business needs and translate them into metrics, reports, dashboards, etc.
  • Quality first mindset, innovative thinker, eager to learn, grow, and develop
  • 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 translate business logic into reporting solutions
  • Ability to juggle multiple priorities yet stay focused on delivering high business impact

Required Qualifications

  • 2+ years of practical experience as an analyst in data-driven organizations
  • Proven experience dealing with large, complex datasets of different varieties and evidence of being able to transform data into actionable insights
  • Experience building dashboards, with a preference for Tableau 
  • Excellent SQL and excel skills with the ability to learn other data analysis tools
  • Must demonstrate exceptional verbal and written communication skills with the ability to communicate clearly, effectively and appropriately with colleagues at all levels

Preferred Qualifications

  • Bachelor’s degree in Mathematics, Computer Science, Economics, Statistics or related field
  • Practical experience and working knowledge of Tableau
  • Practical experience in statistical analysis through the use of statistical packages including Excel, SPSS, and SAS
  • Programming knowledge (XML, Javascript, or ETL frameworks)
  • Proficiency in Python, R, or related programming language
  • 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. 

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