Technical User Support Analyst

Typically an individual contributor with responsibility in a professional discipline or specialty. Delivers and/or manages projects assigned and works with other stakeholders to achieve desired results. May act as a mentor to colleagues or may direct the work of other lower level professionals. The majority of time is spent delivering and overseeing the projects - from design to implementation - while and adhering to policies, using specialized knowledge and skills normally acquired through advanced education.

Responsibilities may include the following and other duties may be assigned:

• Resolves technical problems that originate by telephone in a call center/help desk environment.
• Uses expertise in customer service and technical knowledge gained from previous experience to resolve issues surrounding the installation, usage, and training of customers on software and/or hardware products.
• May work with technical, sales, customer service or marketing staff to resolve recurring problems and issues with products.
• Provides technical support to users for either PC, server or mainframe applications and hardware.
• Answers questions regarding system procedures, on-line transactions, systems status and downtime procedures.
• Interacts with network services, software systems engineering and/or applications development in order to restore service and/or identify problems.
• Maintains a troubleshooting tracking log ensuring timely resolution of problems.
• Recommends systems modifications in order to reduce user problems.
• Function Specific: Ability to use a variety of end user support processes deployed by Medtronic such IT Service Management (ServiceNow), Communication and Collabration (Outlook, Microsoft Teams, Zoom) to resolve technical issues.
• Technology: Understanding of an end user's experience and challenges using the technology and service.
• Acquire and maintain knowledge on IT services and solutions that customers use.

What You'll Bring:

• Work independently with general supervision on larger, moderately complex projects and assignments.
• Set objectives within your area of responsibility to support project and business goals.
• Contribute to the successful delivery of project milestones and collaborate on cross-functional initiatives.
• Analyze and resolve routine to moderately complex issues, applying knowledge of related processes and functions.
• Identify opportunities for improvement and recommend enhancements to systems, processes, and ways of working.
• Communicate regularly with internal stakeholders to share information, provide updates, gather input, and support decision-making.
• Interact with external contacts on less complex, information-sharing or problem-solving matters.
• Provide guidance and support to entry-level professionals and employees in the Support Career Stream.

Do you have experience in ServiceNow?, * Practical knowledge and demonstrated competence within job area typically obtained through advanced education combined with experience.

• Minimum 2 years of experience with a high school diploma or equivalent.

MiniMed offers a competitive salary and flexible benefits package

At MiniMed, we put people first. A commitment to our employees lives at the core of our values: We recognize their contributions. They share in the success they help create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life.

At MiniMed, you can begin a lifelong career of exploration and innovation, while helping make a difference in the lives of people living with diabetes around the globe. You'll lead with purpose, breaking down barriers to innovation for a more connected, compassionate world., We want to make every day a better day for people living with diabetes. Our team of creative innovators around the globe share a passion for finding the simplest solutions to the problems that people with diabetes face on a daily basis. For more than 40 years, we've been redefining what's possible, from intelligent dosing systems designed for real life to predictive insights that stay a step ahead, and we're dedicated to continuing to support our customers through every step of their journey - meeting them where and how they need it.