Technical User Support Analyst
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.
About the Role
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. Required Knowledge and Experience: 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. #BetterDaysStartNow 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 & Compensation 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. About MiniMed 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.