Sr IT Project Lead - Customer Care

Medtronic • Tampa, FL

2d • $104,000 - $156,000 • Remote

About The Position

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 At Medtronic, we bring bold ideas forward with speed and decisiveness to put patients first in everything we do. This position is remote to enhance our competitive edge and expand our cross-functional collaboration efforts. This role will require 25% of travel to enhance collaboration and ensure successful completion of projects. Careers that Change Lives The Neuromodulation and Pelvic Health (NMPH) Customer Care Sr. IT Project Lead is a member of the NMPH Customer Care Operations team and is responsible for the development and maintenance of our IT systems and processes. The Sr. IT Project Lead will provide technical and project management support for various systems and including primary ownership of ServiceNow and Salesforce. The role will lead and deliver system stability and enhancements. This role will partner with contact center leadership to ensure operational effectiveness, issue resolution, and performance optimization for contact center agent workflows. In addition, this individual will coordinate with the operations team to ensure cross expertise support is provided and holistic objectives are met. The role will also support general process improvement efforts and work to develop and optimize our data visualization and dashboards. With the customer at the center of everything we do, this position will leverage technology to automate customer experiences and drive workflow improvements that allow us to deliver exceptional experiences and performance.

Requirements

• Bachelor’s degree required
• Minimum of 4 years of relevant experience, or advanced degree with a minimum of 2 years relevant experience.

Nice To Haves

• IT Business Analyst experience
• Experience managing systems with multiple integrations
• Experience with Call Summary Automation solutions
• Experience with Salesforce system, ServiceNow system, and user management
• Familiarity with creating Business Objects reports
• Experience with multiple CX platforms such as Five9, NICE & Cisco
• Experience developing PowerBI and Tableau dashboards
• Ability to pull data from various sources, synthesize the information and present in such a way that provides insights and recommendations
• Experience leading complex projects in a high-volume environment
• Experience leading cross functional projects and influencing others without authority
• Familiarity with Medtronic’s development process
• Experience working in a highly regulated environment
• Strong analytical and problem-solving skills to implement effective solutions
• For Baccalaureate degrees earned outside of the United States, a degree that satisfies the requirements of 8 C.F.R. § 214.2(h)(4)(iii)(A) is required.

Responsibilities

• Work with customer care leadership to develop and optimize user experience
• Write user stories, develop acceptance criteria, coordinate with developers, write test scripts, and coordinate UAT/Regression testing.
• Troubleshoot issues identified in the system and implement solutions.
• Leverage the internal IT ticketing system to escalate system issues.
• Follow Medtronic’s quality system procedures to ensure compliance with system validation requirements.
• Partner with ServiceNow and Salesforce platform teams and other businesses to manage environment.
• Develops and manages all facets of the project(s) from intake through implementation and closure to measuring utilization and ROI.
• Establish operational plans and roadmaps for product capabilities and implement policies and strategies to support product growth
• Lead in innovation and strive for continuous improvement and consistency in deliverables.
• Communicate with internal and external customers and vendors regarding ongoing operations and align strategy to accelerate product development and/or to support product launches.
• Communicate business and operational developments.
• Plan and prioritize assigned tasks to ensure flawless execution.
• Responsible for effectively managing the constraints of project management: scope, cost, and schedule.
• Monitor and control project financial metrics and adjust where necessary to meet scope, schedule and budget expectations
• Provide technical and analytical guidance and recommendations to leadership governance bodies.

Benefits

• Medtronic offers a competitive Salary and flexible Benefits Package
• We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every career and life stage.
• 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, and Simple Steps (global well-being program).
• 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), and Capital Accumulation Plan (available to Vice Presidents and above, or subject to IRS earning minimums).

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees