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Senior IT Analyst - IT Systems Design



IT, Design
Mexico City, Mexico
Posted on Tuesday, April 23, 2024
At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.

Senior IT Analyst - IT Systems Design

Why We Have This Role

This role is functionally a part of the IT Systems Design team. The team manages Zoom backend, manages Jamf and Intune MDM, backend Jira project management, Oomnitza management for ITAM, and provides technical assistance to users of these platforms. Members of the team are also an escalation point for issues that the Ops team is not able to resolve.

How You’ll Find Success

The successful candidate will be responsible for management, development and improvement of the Azure and Intune infrastructure to deploy and maintain Windows laptops. They may become secondary SME on Oomnitza, Google Workspace, or other platforms and services.

  • Coding: able to integrate low- or no-code platforms such as Jira, ServiceNow or Snaplogic with external systems such as Azure / Google using programmatically built scripts.
  • SQL analytics: Transforming employee data and IT incident/service request data from our internal databases into reports or dashboards of useful information for optimizing IT services.
  • Design, implement and maintain automated processes for the configuration of laptops and desktops pre-distribution.
  • Good grasp of Google Workspace Identity Management functionality to maintain integration with Azure AD for device and user authentication purposes.
  • Routinely propose updates to problem solving documentation when encountering outdated or absent articles
  • Coding: Is able to write advanced SQL queries and has experience in the software development lifecycle.
  • Operate and troubleshoot automated MDM processes for laptop configuration, based on Jamf for Macs and on Intune for Windows.
  • Educate employees about IT processes and self-service options as part of providing responses to incoming requests. Develop self-service automation for provisioning of Azure and Windows-based services.
  • This role requires presence in the Mexico City office 5 days a week. Specific schedule is flexible and is determined by business needs, with business hours being between 8am and 5pm local time.
  • Mentoring/coaching junior team members.
  • Maintain qualifications as an interviewer for less senior roles within IT organization.

How You’ll Grow

  • Located in a new office that is fast and is gaining a reputation as a center of excellence for customer support and back office operations, this role has ample potential to gain recognition both for leadership by example and for technical expertise. That opens doors for transition into support engineering groups that are focused on core Qualtrics business of XM platform and product development.
  • As Qualtrics matures as a business, the scale of this role will naturally expand to meet emerging needs for automation and standardization of business processes. That offers an opportunity to collaborate across multiple geographics regions, expand into new domains of knowledge and learn how to use technologies appropriate to the larger scale of business.

What We’re Looking For On Your Resume

  • Excellent command of written and spoken English, being able to understand and be understood by native speakers of American, British and Australian English.
  • Proficient and recent knowledge of coding in:
    • Powershell
    • Python
    • SQL
    • ETL Orchestration Tool (Prefect, Airflow, or Snaplogiq)
    • Knowledge/experience in querying of REST APIs
  • A degree in Computer Science, Information Systems, IT, or similar, or practical experience working in IT roles for at least 4 years
  • Mac OS X - complete understanding of the UI and user-configurable settings.
  • Windows - familiarity with administration of Windows 10 & 11 Enterprise OS, Azure AD and Intune
  • Experience administering a user directory service - G Suite or Active Directory.
  • Experience with dashboarding data (Redash, PowerBI, SQL, Pandas, EazyBI, etc.)
  • Desirable additional technical qualifications:
    • MDM scripting
    • Windows Intune/Autopilot configuration and operation knowledge and experience
    • Zoom system administration skills - understanding account provisioning, permissions, screen sharing prerequisites, Zoom room maintenance.
    • Experience with IT asset management systems
    • Supported large laptop environment
  • Soft skills
    • Ability to self-educate on technical subjects, such as programming languages, software packages and service processes.
    • Ability to choose the right tool for the job: balance complexity / effort / cost to the outcome.
    • Candid yet polite communicator
    • Ability to write concise and clear Wiki articles.
    • Good time management skills - know what (s)he is spending time on
  • Aptitudes
    • Curiosity and enthusiasm to learn about IT
    • Work ethics: sense of ownership, ready to work on unattractive tasks/projects for the benefit of the company
    • Resilience: not to be put down by failure / obstacles / rejection
    • Willingness to invest time and effort into building long term relationships with consumers of IT services
    • Critical thinking: looking for improvements, not accepting the way things are done for granted
    • Ability to plan activities for oneself and others, understand dependencies between own work product and inputs to others
    • Analytical ability to dissect a problem and find a root cause

What You Should Know About This Team

  • The IT Systems Design team is spread out across the globe with team members in Reston, Virginia, Provo, Utah, Seattle, Washington, and Dublin, Ireland.
  • Career progression for team members can be either within the IT organization, expanding the scope and impact of their own role along with business growth, or moving into Engineering roles focused on software development outside of IT.
  • IT at Qualtrics is part of the Internal Systems organization. Internal Systems develop and operate all infrastructure that is not part of the production environment, except for the network. Network is entirely out of scope for IT and Internal Systems.

Our Team’s Favorite Perks and Benefits

  • We spend 10% of our time on individual engineering growth activities every quarter
  • We participate in personalized Career Action Planning. You will work with your manager to design a plan based on your life experiences, values, and career aspirations (inside and outside Qualtrics) that helps you achieve your career goals at Qualtrics
  • Qualtrics pays 100% of the healthcare benefit premiums for employees and their dependents.
  • Full time employees receive an annual experience bonus after their first year of employment. Qualtrics Experience Bonus is a program designed to provide experiences to our employees they might not otherwise have.
  • Variable allowances for wellness, meals, transportation, and more.
The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life.
Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.
​​​​​​​Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act,Equal Opportunity Employment,Employee Polygraph Protection Act
Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know.
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