Executive / senior industry position
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 or other Medtronic location.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 LIVESContinuous improvements activities motivate you as the Process Owner/Lead of the Request Fulfillment Management process to support our IT Service Management journey. With more than 400k catalog workflow requests each year you will be focusing and owning the end-to-end process and exploring ServiceNow and other workflow capabilities to improve user experience. It’s all about being the champion for IT stakeholders regarding the Request Fulfillment/Catalog process and partnering with services teams to drive 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 Request Fulfillment/Catalog 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 respective 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)• Bachelor’s degree• 4+ years of experience with a bachelor’s degree or 2+ 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 MEDTRONICTogether, 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 REQUIREMENTSThe 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 STATEMENTIt 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 DISCLAIMERThe 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.
Change Begins With You
We look for bold ideas and fresh insights - that's what drives innovation. Come drive the future of healthcare with us.
The opportunity to invent. The benefit of joining a leader. The power to improve lives. You’ll find all that and more here.
Challenge us in our challenge to make global healthcare more affordable and accessible. Your insight and oversight will help us create solutions that change the world.
Our mission “to alleviate pain, restore health, and extend life” is more than a statement. It’s a belief that our employees live every day.
Join us, and bring the power of your unique point of view to our culture of collaboration and innovation.
“The mission to improve access to healthcare globally is something we are all very proud to work hard toward achieving. Great people, fun atmosphere, big city salaries. The CEO is fantastic - he is a very clear communicator of the mission and is truly dedicating his life to achieving it.”
“Smart and committed coworkers. Mission driven. Good benefits. Good long term career opportunities. Company is large enough that you can always find interesting projects to work on.”
“Knowing that everyday your work helps to save lives makes it great place to work. Training on lean practices, quality and other. Excellent peers.”
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.