At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.
A Day in the Life• Provide technical support and business solutions to the management of IT internal and partner Service Delivery, KPIs, Issue and Problem management, Root Cause Analysis monitoring, tracking, and reporting for Medtronic Manufacturing applications and services across multi-site locations.
• Ensure customer satisfaction through high levels of service quality for the Make applications (SAP ECC ERP, MES system- ME &MII, Factory Works, Critical Manufacturing, labelling, integration, Peripherals, Shopfloor technologies, Manufacturing analytics etc.).
• Provide technical escalation support for the Manufacturing Application and their integrations.
Responsibilities may include the following and other duties may be assigned.
- Oversee and direct the activities of a multi-platform Service Delivery team
- Work with business stakeholders to establish and meet Service Level Agreements
- Develop and track Make ServiceDesk metrics
- Collaborate with the PMO, ITSM and other teams to ensure smooth transitional support into Service Operation of all new services and products across the enterprise
- Develop and review technical documentation, processes, policies, and procedures
- Manage Major Incidents including high severity outages, coordinate internal and external teams, conduct post-incident reviews, implement lessons learned and provide timely communications to key IT and Business stakeholders
- Help build and maintain the IT Service Catalog and Configuration Management Database, including associated workflows and relationships
- Provide escalated technical support for team members
- Drive continuous improvement efforts by leveraging the ServiceNow platform and ITIL best-practices
- Manage Major Incidents including high severity outages, coordinate internal and external teams, conduct post-incident reviews, implement lessons learned and provide timely communications to key IT and Business stakeholders
- Act as a point of contact for escalations across IT and centrally manage, support end users with training requirements and projects
- Contribute towards the management and enhancement of the ITSM tool to help improve the end user experience and own management of the self-service catalogue
Required Knowledge and Experience:
- Bachelors (Required)
- Requires a University Degree and minimum of 10 years of relevant experience, or advanced degree with a minimum of 7 years of relevant experience
- 7+ Years of experience with Managed Service Delivery for Applications, including Incident and Problem Management, Root Cause Analysis, Service Level KPI tracking and reporting
- 5+ Years of Manufacturing Application experience (SAP ECC ERP, MES system- ME &MII, Factory Works, Critical Manufacturing, labelling, integration, Peripherals, Shopfloor technologies, Manufacturing analytics etc.)
- Hands-on experience working with Manufacturing Applications
- Demonstrated knowledge of ServiceNow Knowledge Management, Change Management, Problem Management, CMDB, and Service Catalog
- Excellent verbal and written communication skills
- Strong problem-solving skills
- Ability to adapt to changing business needs
- Focus on customer service, efficiency, and continuous improvement
- Demonstrated interpersonal and collaboration skills
Preferred Requirements:
- 3+ Years' experience working with ServiceNow
- ITIL certification
Physical Job Requirements
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this position, but they are not an exhaustive list of all the required responsibilities and skills of this position.
Benefits & CompensationMedtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
About MedtronicWe lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity here
