At Medtronic, you can begin a life-long career of exploration and innovation. As an IT Business Analyst - ServiceNow in our Service & Repair IT team based in Hyderabad, you'll play a crucial role in developing and enhancing our global Service & Repair strategy. You'll specialize in assessing, designing, and implementing enhancements within our ServiceNow (SNOW) platform, specifically supporting Case Management processes for medical equipment. This role directly contributes to breaking down barriers to innovation and helping champion healthcare access for all.
A Day in the Life
You will drive ServiceNow solutions and process improvements by:
- Engaging with business leaders to understand strategies and how data-driven changes can improve efficiencies and add value within Service & Repair.
- Working with data sets to define use cases aimed at improving products, processes, and/or services.
- Collaborating with Business Relationship Managers (BRM), business stakeholders, and IT Product Owners/Managers to develop comprehensive business requirements for ServiceNow product or system changes.
- Leading business requirement discussions, gathering, evaluating, and documenting business needs, then translating these into functional specifications and business process maps for medium complex changes.
- Driving the business agenda throughout the solution delivery process for ServiceNow enhancements.
- Participating in project and design reviews to ensure designs align with Medtronic Global IT policies, principles, and standards.
- Driving changes and enhancements through the change management process, including coordination, stakeholder communication, functional unit tests, coordinating user acceptance tests, cutover tasks, and hypercare support for ServiceNow solutions.
- Coordinating development and support activities with external partners.
- Building and maintaining our knowledge repository for ServiceNow solutions.
- Providing 3rd level support for ServiceNow-related issues, analyzing and resolving software issues escalated by the support team, and recommending solutions.
- Supporting the highly integrated ServiceNow application, requiring you to learn dependencies with other systems like SAP.
- Working with stakeholders in different time zones to ensure seamless global support.
- Complying with complex global IT validation procedures.
- Continuously applying problem-solving, detail-oriented, cross-functional collaboration, and customer service skills.
Required Knowledge and Experience
- 3+ years of IT experience with a Bachelor's Degree in Engineering, MCA, or MSc.
- Strong background in ServiceNow CSM (Customer Service Management) module is mandatory.
- Experience with gathering, documenting, and challenging business requirements.
- Strong sense of ownership and accountability, self-motivation, enthusiasm, and a positive attitude, performing as an excellent team player.
- Excellent communicative skills, especially in English, with the ability to explain technical concepts clearly to non-technical stakeholders.
- Ability to work in a methodical and detailed manner.
- Self-starter/learner, resilient, perseverant, and able to handle direct feedback effectively.
- Ability to work from our Medtronic facility in Hyderabad a minimum of 3 days per week (remaining days can be worked from home office).
Benefits & Compensation
Medtronic offers a competitive Salary and flexible Benefits Package. We recognize our employees contributions, and 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.
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.
