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 LifeWorking as part of the Global Offer Development and Pricing Systems Team is essential in our role towards our customers & patients and our commitment to the Medtronic mission to alleviate pain, restore health, and extend life. Our P&C Systems Support team is a functional support team for our global pricing & contracting community. As part of the team, you are responsible for providing useful guidance to our end users in our pricing systems landscape (Vendavo Enterprise suite, SalesForce Pricing Requests, and other emerging commercial enablement tools) to enhance system usage, drive corporate efficiency, and improve user satisfaction.Where needed, you resolve our client's pricing & contracting system issues as quickly and accurately as possible by giving them instructions or by helping to restore system functionalities, leading to an end-to-end resolution process while adhering to strict SLAs.We offer you a position where the following tasks are part of your daily work:Providing first level support for end users of Vendavo/SFDC/Pros and other Pricing tools as they move under the support team, answering 'how to' questions regarding the tools and standard processes.Interacting with internal and/or external teams to resolve complex system issues.Communicating with end users in English by phone and email.Providing remote user support resolving issues on customer's workstations.Performing root cause analysis for recurring tickets, tracking, and delivering upon agreed SLAs.Explaining new and current system functionalities to end users (COEs, Sales, Finance).Delivering and/or providing ad-hoc training on system and process capabilities to various stakeholders.Supporting audit activities on a quarterly basis where assistance is needed.Setting and maintaining knowledge bases on the tools and related processes.Must HavesBachelor's or master's degree with 3-5 years of experience in support desk or incident managementFluent English skillsAffinity towards systems and technologyProven analytical and problem-solving skills with an anticipatory approachIntermediate to advanced SFDC skillsAdvanced Excel/Power Query skillsHelp Desk ExperienceNice to HavesAdditional language skills, preferably in Spanish/Portuguese/Mandarin/JapaneseTeam player skills with strong attention to detailExperience with Windows OS, MS Office, Service Now (or similar incident management tools) and remote support toolsStrong collaborative skills and ability to work across time zonesCustomer-oriented and multitasking skills with a can-do attitudeProcess modeling skills (functional and operational) with experience in drawing and framing logical conclusions
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