Medallia Business Process Analyst

Are you a creative thinker who loves to be on the cutting edge, solving problems though innovative technology solutions? Are you passionate about customer strategy, digital design, marketing, and platform development? Our Customer & Marketing Offering Portfolio integrates the differentiated customer and marketing businesses that support the mission-critical goals of federal, state and local government agencies, and higher education institutions. By joining our team, you will play a vital role in making an impact for our clients and the people they serve through our growth strategy, enhanced user experiences, and engagement through the entire lifecycle of customers' interactions with the public sector.

Work you'll do

Responsible for understanding the needs of the client/business, translating into requirements for improving programs or deployed technical solutions, and building required sprint plans. Responsible for interfacing with clients and flexing to various tasks as needed to provide functional support throughout a hybrid agile software development lifecycle. Responsible for quality assurance (QA) testing that validates the implementation of technical requirements captured for each program. Working as needed to develop and implement sprint requirements, will collaborate with cross-functional teams to design and execute comprehensive testing strategies, identify defects, and support the continuous improvement of client customer experience programs.

Additionally you will be working directly with team leadership on multiple contract-wide efforts, such as process improvement, deliverable management, and advise the innovation/pilot team on a variety of special projects.

The team

Deloitte's Government and Public Services (GPS) practice - our people, ideas, technology and outcomes-is designed for impact. Serving federal, state, & local government clients as well as public higher education institutions, our team of over 15,000+ professionals brings fresh perspective to help clients anticipate disruption, reimagine the possible, and fulfill their mission promise.

In Customer Strategy & Applied Design we elevate the Human Experience. We help clients and account teams design innovative services and human experiences. A few examples of how we achieve this is by conducting ethnographic research, service blueprinting, and surveying customer segmentations.

Qualifications

Required

• Bachelor's degree required

• 2+ years of experience implementing Medallia via Customer Experience Management (CXM) programs

• Must be legally authorized to work in the United States without the need for employer sponsorship, now or at any time in the future

• Must be eligible to obtain and maintain the required level of security clearance for this role

• Ability to travel 20 - 50%, on average, based on the work you do and the clients and industries/sectors you serve

Preferred

• Must be proficient in business process documentation and business rules, and requirement elicitation

• Qualtrics Certification

• Medallia Certification

• Government Consulting Experience

• Strong organizational and communication skills

• Experience connecting the Medallia platform with third party solutions, such as Salesforce

• Experience and aptitude for managing, working and communication with diverse stakeholders, teams and clients face-to-face

Information for applicants with a need for accommodation

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For individuals assigned and/or hired to work in California, Colorado, Hawaii, Jersey City, Nevada, New York state, and Washington State, Deloitte is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to California, Colorado, Hawaii, Jersey City, Nevada, New York state, and Washington state and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $124,950 to $208,250.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

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All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.