We anticipate the application window for this opening will close on - 13 Jan 2025
At Medtronic you can begin a life-long career of exploration and innovation, while helping champion healthcare access and equity for all. You’ll lead with purpose, breaking down barriers to innovation in a more connected, compassionate world.
A Day in the Life
The person in this role will work from the Medtronic facility located in Mounds View, Minnesota.
The Principal IT Technologist – HCIT Service Introduction & Partner Success is part of the Product Innovation Engagement and Support Ops team in Global IT. The role is also responsible for the methodology and management of Service Introduction guiding, managing, and coordinating, product teams for readiness, ensuring a successful transition to support. The role is responsible for facilitating and managing day to day work between the product teams and the support teams, ensuring quality assurance and SLA compliance. This role also works with the value managers and external healthcare customers to collect feedback that will be feed back into the development lifecycle for product improvement. The role will also manage EHR vendor partnership, bringing valuable SME to the organization in the healthcare IT space.
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. Our unwavering commitment to inclusion, diversity, and equity (ID&E) means zero barriers to opportunity within Medtronic and a culture where all employees belong, are respected, and feel valued for who they are and the life experiences they contribute. We know equity starts beyond our workplace, and we must play a role in addressing systemic inequities in our communications if we hope to have long-term sustainable impact.
Anchored in our Mission, we continue to drive ID&E forward both to enhance the well-being of Medtronic employees and to accelerate innovation that brings our lifesaving technologies to more people in more places around the world.
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 encourage and 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
- Develops, documents, and configures systems specifications that conform to defined architecture standards, address business requirements, and processes.
- Documents system design, parameters and formats, ensures hardware and software systems functionality, performance and compatibility, and coordinates and/or modifies system parameters in terms of configurations, such as existing and projected computer capacity and capabilities.
- Actively identifies system functionality or performance deficiencies, executes changes to existing systems, and tests functionality of the system to correct deficiencies and maintain more effective data handling, data integrity, conversion, input/output requirements, and storage.
- Will act as a liaison with key technology vendor technologists or other business functions.
- Leverages platform process expertise to assess if existing standard platform functionality will solve a business problem or customization solution would be required.
- Technology: Using computational thinking to support technological solutions for real life problems.
- Support technology that allows for the optimal user experience and broad accessibility.
- Ability to document detailed technical system specifications based on business system requirements.
SERVICE INTRODUCTION MANAGEMENT
- Develop service introduction methodology for delivery teams
- Partner with product owners to align on service introduction methodology
- Manage relationship and assist in coordination with the support team and product teams to ensure a smooth transition of product support with appropriate documentation.
- Work with leaders and platforms to identify metrics and SLAs for ongoing monitoring
- Identify repeatable operational efficiencies that can shift left to the support team to reduce the burden on the development team
- Work with development teams to maintain a consistent level of communication about platform updates that is business/end user friendly
- Manage templates for communication for outages and planned downtimes, for consistency with customers.
- Work with leaders to identify operational efficiencies for long term support between product teams and support teams.
PARTNER SUCCESS PROGRAM – HCO CUSTOMER ENGAGEMENT
- Build and maintain strong relationships with clients serving as the primary point of contact for ongoing client communication, issue resolution as well as any questions/concerns identified.
- Guides clients through the onboarding process to ensure a clear understanding of the software benefits, capabilities, and features.
- Provides insights and recommendations to clients on optimal use of product features to meet organizational and operational objectives.
- Provides training and educational resources to clients to help meet and achieve goals.
- Schedules health check with clients to identify potential issues, pain points and offer assistance to continue long term use of current and potential future products.
- Ensure product roadmaps include feedback from clients to maintain delivery of requested capabilities.
- Answers client questions, resolves issues, and maintain customer satisfaction by providing appropriate resources.
- Maximize client operational performance by providing appropriate resources and technical advice.
- Gather and relay client feedback based on surveys or touchpoints to product development teams to drive continuous enhancements of Medtronic software.
- Encourage clients to become advocates for Medtronic software, including participation in testimonials, referrals, case studies and testing/development partnerships.
- Analyze client data and usage patterns to identify trends, opportunities, and areas for improvement.
- Define and meet customer service metrics
- Develop and deliver client surveys on a defined cadence
- Maintains up to date knowledge of the IDC product enhancements and new offerings
- Assist OUs in HCO client engagement
- Standardize Client Engagement Playbook leveraged by OUs
MUST HAVE (Minimum Qualifications)
- High school diploma (or equivalent) and 12+ years of experience
OR
- Bachelor’s degree and 7+ years of experience or advanced degree and 5+ years of experience
NICE TO HAVE (Preferred Qualifications)
- 3+ years healthcare and digital health experience
- 3+ years’ experience in an advanced support role with disaster recovery experience, incident management, and problem management.
- 2+ years’ experience as a project/program leader
- ITIL Experience, Experience with Service Now Management
- Awareness of agile & software development methodologies
- Ability to listen, build rapport, and credibility as a strategic partner vertically within the business unit, as well as with leadership and functional teams.
- Ability to map joint organizational vision and long-term thinking, imagination, and idea generation.
- Energy, focus, assertiveness, and diplomacy.
- Knowing when to push an agenda and when to let a situation develop, rest, or advance.
- Highly developed communication skills.
- Ability to focus on business value results, rather than solutions.
- Technical aptitude, requirements management, and the ability to assess and articulate risk variables.
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 Responsibilities 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. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers. Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role.
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package
A commitment to our employees lives at the core of our values. We recognize their contributions. They share in the success they help to create.We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
Salary ranges for U.S (excl. PR) locations (USD):$116,000.00 - $174,000.00This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).
The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: Health, Dental and vision insurance,Health Savings Account,Healthcare Flexible Spending Account,Life insurance, Long-term disability leave,Dependent daycare spending account,Tuition assistance/reimbursement, andSimple Steps (global well-being program).
The following benefits and additional compensation are available to all regular employees:Incentive plans, 401(k) plan plus employer contribution and match,Short-term disability,Paid time off,Paid holidays,Employee Stock Purchase Plan,Employee Assistance Program,Non-qualified Retirement Plan Supplement (subject to IRS earning minimums), andCapital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).
Regular employees are those who are not temporary, such as interns. Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico.
Further details are available at the link below:
Medtronic benefits and compensation plans
About Medtronic
We lead global healthcare technology and boldly attack the most challenging health problems facing humanity by searching out and finding solutions.
Our Mission — to alleviate pain, restore health, and extend life — unites a global team of 90,000+ passionate people.
We are engineers at heart— putting ambitious ideas to work to generate real solutions for real people. From the R&D lab, to the factory floor, to the conference room, every one of us experiments, creates, builds, improves and solves. We have the talent, diverse perspectives, and guts to engineer the extraordinary.
Learn more about our business, mission, and our commitment to diversity here.
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.
