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Principal IT Business Systems Analyst - Problem Management Process Owner

Medtronic


Location:
Mounds View, MN 55112
Date:
03-12-2020
2020-12-032021-02-08
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Job Details

Principal IT Business Systems Analyst - Problem Management Process Owner

Location:

Mounds View, Minnesota, United States

Requisition #:

20000KYO

Post Date:

Dec 01, 2020


Remote-based position on interim basis only due to Covid-19 Pandemic. Upon approval of Return to Office site guidelines, this role may require the individual to work onsite at the Medtronic facility located in Mounds View, MN.


Bring your talents to an industry leader in medical technology and healthcare solutions were 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**


Continuous improvements activities motivate you as the Process Owner of the Problem Management process to support our IT Service Management journey. This role will be leading efforts together with technical/process teams to prevent or minimize service disruptions and therefore drive an increase in system availability and user satisfaction. This will happen through a structured approach of root cause analysis for hundreds of complex problem tickets every year.


The focus from Problem Management should be increased substantially in taking a holistic view of the issues around service delivery by identifying those systemic IT issues and service degradation trends. Its all about driving value for our internal customers.


**A DAY IN THE LIFE**


You are developing and managing the strategic roadmap with key initiatives for the improvement of the Problem Management process.


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 to promote value and benefits of the process.


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 are explaining ITSM toolset functionality and capabilities to IT and business partners and leads creation of training packages for its consumers.


You are reviewing and approving all new, procedural and changes to documentation and work instructions for the problem management process.


You are leading on regular cadence ITSM collaboration sessions with Process Managers 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.


**MUST HAVE** (Minimum Qualifications)


Bachelors degree


7+ years of experience with a bachelors degree or 5+ years of experience with an advanced degree


**NICE TO HAVE** (Preferred Qualifications)


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.


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.


Excellent interpersonal skills including the ability to influence and build relationships across the organization.


Strong organizational skills with excellent attention to detail.


Familiarity with ServiceNow (or similar ITSM solution) and its capabilities.


Preferred candidate must have ability to travel, domestically and internationally, up to 25%.


**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. Lets 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.
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.
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