Adminstrator II – Medallia

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What you will be doing

Do you thrive at the intersection between marketing, customer experience (CX) and technology? Cencora has a unique opportunity for an Administrator II - Medallia. In this role, you will be responsible for the day-to-day operation of the company’s primary CX application, Medallia. Under the direction of our Medallia Product Owner, you will work closely with the business, CX center of excellence and other verticals to build and enhance out our listening capabilities to reach our customers where they want to be heard. This role will also have ties to the UX design teams and will slowly expand into multiple business areas. The candidate must have the ability to work on multiple work steams while maintaining excellent service to our business units. He/she must also be a willing and eager learner, as this role will expand and evolve as new software and workflows are brought on board to support the CX function at Cencora.

Duties and Responsibilities:

• Build and Maintain (60%)
  • Create engagement surveys within the Medallia application
  • Recommend specific methodologies and report findings to aid in survey development
  • Work with researchers to understand business needs and provide 1:1 support
  • Support and monitor data collection for active surveys
  • Administer user privileges
  • Become application SME
  • Work to develop holistic customer view through data integration, normalization and reporting (customer 360)
  • Build customer journeys
• Dashboarding (30%)
  • Routinely update, clean, de-dupe, and reconcile data
  • Use complex formulas and pivot tables to track data
  • Create tables and dashboards to compare data across various criteria such as time periods and financial thresholds
  • Create data tables for reports and prepare data for presentation
  • Create custom Dashboards from requirements list
• Growth (10%)
  • Continuously learn new skills and capabilities by monitoring consumer trends, attending workshops, mentoring others (or being mentored) in CX methodologies.
  • Expand your capabilities and learn new technology stacks like Salesforce, PowerBI and Azure.
  • Master your craft: Understand the latest trends in the research industry and try to aid our researchers with new capabilities
  • Research and track new technologies and areas of interest

Minimum Qualifications:

• Associates degree with 3 years relevant experience
• Basic programming skills in JavaScript
• Expert-level proficiency in MS Excel; ability to recode, merge, and analyze data using complex formulas; and display data using charts and pivot tables.
• Demonstrated ability to analyze and interpret trends or patterns in both qualitative and quantitative data
• Excellent written and oral communication skills with the ability to thoughtfully translate findings, both verbally and in written form, to colleagues and stakeholders.

Preferred Qualifications:

• Experience in survey design, sample selection, and use of survey design software such as Medallia.
• Excellent grasp of best practices in data visualization
• Ability to continuously learn new skills and capabilities by monitoring consumer trends, attending workshops, mentoring others (or being mentored) in UX design methodologies.

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Work Experience and Educational Qualifications

• Minimum 3 years of experience.
• Good understanding of JavaScript or SQL.
• Design engagement surveys in Medallia.
• Summarize findings to suggest survey improvements.
• Collaborate with teams to understand business needs.
• Oversee active survey data collection and monitoring.
• Administer user access and privileges in the application.
• Gain in-depth knowledge of Medallia features and tools.
• Integrate data sources for a unified customer view.
• Identify and map key customer touchpoints.

Create custom dashboards based on stakeholder requirements.

SKILLS & KNOWLEDGE:

Behavioral Skills:

Technical Skills:

Tools Knowledge:

• Critical Thinking
• Detail Oriented
• Interpersonal Communication
• Learning Agility
• Problem Solving
• Time Management
• Identity & Access Management
• Database Administration
• IT Support like Software & Hardware Installation, Troubleshooting
• Software Validation
• Systems Integration
• IT Regulatory Compliance like SOX Compliance
• Software Configuration Management Tools like Ansible, Puppet
• Citrix technologies like XenDesktop, XenApp, XenServer
• Operating Systems & Servers like Windows, Linux, Citrix, IBM, Oracle, SQL
• Enterprise Resource Planning (ERP) Systems like Sage, ASW, SAP
• Software like Case Management System, HR Information Systems, Kronos(Timekeeping Software), PHS Health and Safety Management System
• Java Frameworks like JDBC, Spring, ORM Solutions, JPA, JEE, JMS, Gradle, Object Oriented Design
• Microsoft Office Suite
• Relational Database Management System (RDBMS) Software
• Customer Relationship Management (CRM) Systems like Salesforce Marketing Cloud, Sales Cloud
• Internet Protocols like DNS, HTTP, LDAP, SMTP, Easy DNS, No IP

What Cencora offers

Benefit offerings outside the US may vary by country and will be aligned to local market practice. The eligibility and effective date may differ for some benefits and for team members covered under collective bargaining agreements.

Affiliated Companies

Equal Employment Opportunity

Cencora is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, disability, veteran status or membership in any other class protected by federal, state or local law.

The company’s continued success depends on the full and effective utilization of qualified individuals. Therefore, harassment is prohibited and all matters related to recruiting, training, compensation, benefits, promotions and transfers comply with equal opportunity principles and are non-discriminatory.

Cencora is committed to providing reasonable accommodations to individuals with disabilities during the employment process which are consistent with legal requirements. If you wish to request an accommodation while seeking employment, please call 888.692.2272 or email [email protected]. We will make accommodation determinations on a request-by-request basis. Messages and emails regarding anything other than accommodations requests will not be returned