Principal IT Business Systems Analyst - ITSM Incident Management Process Owner at Medtronic in Mounds View, Minnesota

Job Description:

The person in this role may work onsite at any US or EMEA-based Medtronic facility; the individual may also work remotely within these regions.

Bring your talents to an industry leader in medical technology and healthcare solutions - we're a market leader and growing every day. You can be proud to be a part of technologies that are rooted in our long history of mission-driven innovation. You will be empowered to shape your own career. We support your growth with the training, mentorship, and guidance you need to own your future success. Together, we can transform healthcare.

Join us for a career in IT that changes lives.

Medtronic is committed to fostering a diverse and inclusive culture. Check out the accomplishments of our Women in IT group! http://bit.ly/MedtronicWomeninIT

CAREERS THAT CHANGE LIVES
We believe that when people from different cultures, genders, and points of view come together, innovation is the result -and everyone wins. Medtronic walks the walk, creating an inclusive culture where you can thrive.

We are looking for an exceptional Process Owner/Lead of the Incident Management process to join the ITSM team at a time of strategic and business critical growth. You will work directly with the ITSM team and other stakeholders to mature, integrate, and automate ITSM processes with the ServiceNow functionality.

You will be responsible for implementing, configuring, and maintaining all ServiceNow incident management processes and activities aligned to the ITIL framework. You will define and execute all mechanisms needed to ensure that service metrics are at an acceptable level and focus is on end-user experience. Continuous improvements activities motivate you as the Process Owner. It's all about being the champion for IT stakeholders regarding the process and partnering with services teams to drive value for our internal customers.

A DAY IN THE LIFE
• You are developing and executing the strategic roadmap with key initiatives for the improvement of the Incident Management process to deliver value and ROI.
• Overseeing overall performance and results of the process using best practice KPIs and Critical Success Factors (CSF).
• You are developing process reporting and will be reporting out process status to peers and leadership.
• Ensuring great ideas translate to the functional specifications and partners with other disciplines to solicit end user feedback throughout the Software Development Life Cycle (SDLC) process.
• You are identifying designs of customer feedback vehicles with its ITSM consumers to understand current state of the process area and creates action plans to improve maturity levels.
• Keeping abreast of industry innovations, trends and changes regularly to plan and recommend new technologies.
• You are acting as liaison to IT teams promote value and benefits of the process; you are building and sustaining effective communications with all stakeholders towards the goal of maximizing Customer Experience.
• Ensuring that all relevant staff are executing the process, have the required technical and business understanding, knowledge and training in the process, and are aware of their role in the process.
• You will be also accountable for creating and maintaining all process documentation and promoting it across global IT teams.
• You are leading on regular cadence ITSM collaboration sessions on the identification and delivery of continual improvements of the process area (people, process, technology).
• You are leading process integration efforts with other ITSM processes.
• You are facilitating and working on solving cross-functional ITSM issues and manages escalations within the process.
• You participate in internal and external audits as required.
• You are performing all other duties and tasks as assigned.
• Consults with business stakeholders to understand and evaluate current business processes and identify complex business problems and needs turning those needs into system requirements.
• Provides technical expertise for system functional specifications and deploys new and current systems, processes, and procedures in a cost-effective manner.
• Configure system settings and options; plan and execute unit, system, and integration testing to meet business requirements.
• May lead cross-functional linked teams to address business or systems issues.

MUST HAVE (Minimum Qualifications)
• Bachelor's degree
• 7+ years of experience with a bachelor's degree or 5+ years of experience with an advanced degree

NICE TO HAVE (Preferred Qualifications)
• Previous Medtronic experience
• Preferred degree discipline: Computer Science, Management Information Systems or other IT related area.
• Excellent understanding of core ITIL processes (catalog, request, incident, change, release, problem, knowledge, asset and configuration management) and understand the interdependencies between them.
• Proven experience within an ITSM Process Ownership role and/or in Incident Management.
• Has successfully led ITSM services and support focused initiatives driven by the end-user experience.
• Strong leadership qualities and facilitation skills with the ability to lead service delivery teams through assessment and mitigation activities.
• Customer focused, team player and prepared to go the extra mile to deliver IT services to the customer.
• Time management skills and the ability to prioritize are crucial.
• Experience in working in a large or complex IT environment.
• Excellent verbal and written communication skills in English language.
• Demonstrates subject matter expertise with the ability to support multiple IT key stakeholders concurrently with minimal oversight by functional manager.
• ITIL v3 (or higher) Practitioner/Expert Level Certification and experience managing programs and best practices within the ITIL framework.
• Knowledgeable or have certifications in any other relevant industry (Cobit, PMP).
• Good understanding of lean principles and project management methods and techniques.
• Demonstrated problem solving and analytical skills.
• Demonstrated success improving, optimizing, standardizing, and streamlining customer support processes that yielded improvements in customer satisfaction.
• Ability to make sound and quick decisions.
• Good understanding of the impact of change, the interdependencies and impact on the business and IT projects.

ABOUT MEDTRONIC
Together, we can change healthcare worldwide. At Medtronic, we push the limits of what technology, therapies and services can do to help alleviate pain, restore health and extend life. We challenge ourselves and each other to make tomorrow better than yesterday. It is what makes this an exciting and rewarding place to be.

We want to accelerate and advance our ability to create meaningful innovations - but we will only succeed with the right people on our team. Let's work together to address universal healthcare needs and improve patients' lives. Help us shape the future.

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.

The physical demands described within the Day in the Life section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EEO STATEMENT
It is the policy of Medtronic to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Medtronic will provide reasonable accommodations for qualified individuals with disabilities.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here:
http://www.uscis.gov/e-verify/employees

DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.

Additional Information

• Posting Date: Oct 28, 2021
• Travel: Yes, < 25 % of the Time