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Medtronic Sr. IT Technical Support Analyst SSC in Bogotá, Colombia

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

Job Description

As a Senior IT Support Analyst, you will work with a team of highly developed technical professionals. Your responsibilities will include ensuring commercial applications are functioning and performing as required. Your commitment to drive and manage high - quality execution, operational excellence and deliver technology solutions that meet business needs and optimize customer experience will have a very important impact on the organization, and ultimately, affect the lives of millions.

On a daily basis, you will monitor the environment health, respond to incidents, restore service after a critical incident, and provide recommendations to improve the supportability and availability of internal and commercial applications. Strong support experiences with an emphasis on analyzing and troubleshooting issues is required.

Responsibilities may include the following and other duties may be assigned.

  • Monitor the environment health, and drive improvements to enhance availability and performance.

  • Execute processes and activities that focus on restoring service after an incident occurs.

  • Identify and remediate failed batch and real-time processing events.

  • Participate in an on-call rotation with other team members.

  • Demonstrate a strong understanding of issues, including in-depth technical analysis, troubleshooting, analyzing, root cause and engaging appropriate subject matter experts as needed to drive incident and problem management.

  • Create and drive permanent solutions and improvements after root cause is identified.

  • Identify opportunities for automation and operational efficiencies.

  • Customer service orientation is key. Daily, you will collaborate with internal business partners, engineering teams, and other technology professionals.

  • Create and share technical knowledge documentation.

  • Draft, publish and own support runbook knowledge articles.

  • Ensure support readiness prior to the deployment of any change to the production environment.

  • Provide hyper-care support for code deployments.

  • Use 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.

  • Work to meet defined Service Level Agreements (SLAs)

  • Interact with network services, software systems engineering and/or applications development teams to restore service and/or identify problems.

  • Recommends systems modifications to reduce user problems.

  • Experience with application monitoring tools (APM) as well as hands on experience with the tools.

SPECIALIST CAREER STREAM:

Typically, an individual contributor with responsibility in a professional discipline or specialty. Provides IT operational support 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. Most of the time is spent delivering and overseeing the operation initiatives from design to implementation, while adhering to policies, using specialized knowledge and skills normally acquired through advanced education.

DIFFERENTIATING FACTORS:

Autonomy:

  • Seasoned individual contributor and a Self-Driver.

  • Works independently under limited supervision to determine and develop approach to solutions.

  • Coaches and reviews the work of lower-level specialists; may manage projects/processes.

  • Be a self-driver and deliver proactiveness in solutions to problems and influence operations team with continuous improvement attitude.

Organizational Impact:

  • May be responsible for entire projects or processes within job area.

  • Contributes to the completion of work group objectives, through building relationships and consensus to reach agreements on assignments.

Innovation and Complexity:

  • Problems and issues faced are difficult, and may require understanding of multiple issues, job areas or specialties.

  • Makes improvements of processes, systems, or products to enhance performance of the job area.

Communication and Influence:

  • Communicates with senior internal and external customers and vendors.

  • Exchange information of facts, statuses, ideas, and issues to achieve objective, and influence decision-making.

Leadership and Talent Management:

  • May provide guidance, coaching and training to other employees within job area.

  • May manage projects, requiring delegation of work and review of others' work product.

REQUIRED KNOWLEDGE & EXPERIENCE:

  • Requires advanced knowledge of job area combining breadth and depth, typically obtained through advanced education combined with experience.

  • May have practical knowledge of project management.

  • Applicants must have a bachelor’s degree or equivalent and 4+ years of experience.

REQUIRED QUALIFICATIONS:

  • 6+ years of technical applications support preferably in a hosted service environment.

  • 4+ years of experience with Windows and Linux based operating systems.

  • 2+ years of Microsoft SQL or Oracle database and transact SQL query writing experience.

  • 3+ years’ experience maintaining and monitoring automated processes using scheduling tools.

  • Strong troubleshooting and analysis skills

  • ITIL experience including incident, change and problem management.

  • Experience supporting cloud technologies e.g. Azure and AWS

  • Experience with monitoring tools (examples: Dynatrace, Datadog, CloudWatch) along with creating monitoring dashboards for business stakeholders.

  • Must be willing to work in 24x7 environment and be part of on-call rotation.

PREFERRED QUALIFICATIONS:

  • System performance / monitoring experience

  • Knowledge of data integration tools (examples: web Methods io, MuleSoft)

  • Knowledge of Healthcare, Healthcare services, terminology, and process flow

  • Ability to anticipate and drive change.

  • Windows Server, Linux, Unix experience

  • Microsoft SQL Server, Oracle, or MySQL experience

  • Dynatrace, ELK, Splunk tools for data analysis

  • Scripting, automation tools experience (examples: Power BI, Python, Lambda)

  • .NET, JAVA, PHP experiences

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

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.

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 (http://www.medtronic.com)

Welcome to our new Careers Site!

If you applied before July 22nd, please check your email for a notification from us providing you with instructions and a link to set up your new account and retain access to your current activity. If you do not see an email from us, please feel free to proceed with creating a new account.

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.

We change lives . Each team member, each day, helps to improve and redefine how the world treats the most pressing health conditions, from heart disease to diabetes. Our industry leadership comes from the passion and ingenuity of our people. That’s who we are. Working alongside one another, we use science, medicine, and a profound understanding of the human body to build extraordinary technologies that can transform lives.

We build extraordinary solutions as one team . With one Medtronic Mindset defining how we work. Speed and decisiveness run through our DNA. Diverse perspectives inspire our bold answers to any challenge that comes our way. And we deliver results the right way, breakthrough after patient breakthrough.

This life-changing career is yours to engineer . By bringing your ambitious ideas, unique perspective and contributions, you will…

  • Build a better future, amplifying your impact on the causes that matter to you and the world

  • Grow a career reflective of your passion and abilities

  • Connect to a dynamic and inclusive culture that welcomes the challenge of life-long learning

These commitments set our team apart from the rest:

Experiences that put people first . Respect for people is the hallmark of our humanity. It fuels our team to positively impact even a single life. And it means we put our people first at Medtronic as well, creating a culture of belonging and always pushing to get you the career-building resources you need.

Life-transforming technologies . No matter your role, you contribute to technologies that transform lives. What we build empowers patients to live life on their terms.

Better outcomes for our world . Here, it’s about more than the bottom line. Our Mission to improve human welfare drives us. We advance healthcare, society, and equity with every design, inside and outside our walls.

Insight-driven care . Fresh viewpoints. Cutting-edge AI, data, and automation. You're shaping the future of healthcare technology and defining the next generation of breakthroughs in care

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.

For sales reps and other patient facing field employees, going into a healthcare setting is considered an essential function of the job and we expect our employees to comply with all credentialing requirements at the hospitals or clinics they support.

This employer participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here (https://www.e-verify.gov/employees) .

For updates on job applications, please go to the candidate login page and sign in to check your application status.

If you need assistance completing your application please email AskHR@medtronic.com

To request removal of your personal information from our systems please email RS.HRCompliance@medtronic.com

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