Careers that change lives start here. Medtronic is a global leader in healthcare technology with a Mission to alleviate pain, restore health, and extend life. Our 95,000 employees work across more than 150 countries to put patients first — developing innovative medical technologies that improve the lives of 72+ million patients each year. Your unique talents will help shape the future of healthcare while building a career grounded in purpose, growth, and impact.
A Day in the Life
Being a part of the Global Offer Development Systems Support Team plays a vital role in our mission to serve customers and patients, aligning with Medtronic's core commitment to alleviate pain, restore health, and extend life.Our IT Pricing & Contracting Systems Support team serves as a functional business support group for the global P&C community. As a team member, you will be responsible for providing valuable guidance to end users across our pricing systems landscape, including Vendavo Enterprise Suite, SFDC Pricing Requests, Conga CPQ, PROS CPQ, and other emerging commercial enablement tools. Your role is to enhance system utilization, drive corporate efficiency, and improve user satisfaction.
This position combines frontline functional and basic technical support for global pricing and contracting applications, ensuring timely resolution of incidents and “how-to” requests, while also maintaining a stable, well-documented pricing systems environment and delivering a high-quality support experience aligned with IT service standards and business expectations. It further incorporates a growing focus on automation, data analysis, and continuous improvement, offering opportunities to work closely with both business and IT teams.
When necessary, you will resolve clients' pricing and contracting system issues promptly and accurately, either by providing instructions or helping to restore system functionality. This ensures an end-to-end resolution process while maintaining strict adherence to SLAs.
This role will have a flexwork model based in Bogotá.
A Day in the Life
In this role, you will be responsible for the following tasks as part of your daily routine:
Provide first-level support to end users of tools such as Vendavo, SFDC, Conga, Pros, and others as they transition to the support team. Address "how-to" inquiries including troubleshooting of functional and basic technical issues (data, integrations, workflows).
Communicate with end users in English via phone, Microsoft Teams, and email.
Offer remote support to resolve issues on users’ workstations.
Conduct root cause analysis for recurring support tickets, ensuring timely resolution in line with agreed SLAs, and initiate continuous improvement projects based on findings, and identify opportunities for automation, process optimization, or system enhancements.
Provide ad-hoc training on system and process capabilities to various stakeholders.
Assist with quarterly audit activities as required.
Create and maintain knowledge base articles, including technical troubleshooting guides and process documentation.
Onboard new systems by developing comprehensive work instructions for troubleshooting and system support, ensuring seamless integration and effective knowledge transfer across the support teams.
Collaborate with IT and product teams to analyze data flows, system integrations, and support minor configuration or enhancement requests.
Work with data extracts and reports to validate pricing data, identify inconsistencies, and support business decision-making.
Key Skills & Competencies:
• Strong customer service mindset, with the ability to explain complex system behavior in simple and clear terms.
• Strong problem-solving and analytical thinking skills, with a structured approach to troubleshooting.
• Ability to collaborate effectively with cross-functional IT and business teams in a global environment.
• High level of accountability, attention to detail, and strong follow-through on tickets and enhancement requests.
• Adaptability to changing business priorities, tools, and technologies.
Must Haves
Bachelor’s degree with 3-5 years of experience in support desk or incident management
Fluent English skills
Affinity towards systems, technology, and process automation
Help desk experience.
Proven analytical and problem-solving skills with an anticipatory approach.
Intermediate to advanced SFDC skills
Experience working in a structured IT service management (ITSM) framework with SLAs and documented processes.
Background supporting enterprise applications in a large, matrixed, or regulated environment.
Experience with Windows OS, MS Office, Service Now (or similar incident management tools) and remote support tools
Experience working with data (Excel, data validation, reporting) and interest in automation tools (e.g., Power Platform, macros, or similar)
Nice to Haves
Additional language skills, preferable in Spanish/Portuguese/Mandarin/Japanese is a plus.
Advanced Excel (including macros) / Power Query / Power BI
Team player skills with strong attention to detail
Multitasking skills with a can-do attitude
Experience with automation tools (Power Automate, scripting, or similar)
Strong Collaborative skills and ability to work across time zones.
Customer oriented attitude
Process modelling skills (functional and operational) with experience in drawing and framing logical conclusions.
Basic technical understanding of system integrations, data flows (APIs, batch processes) and troubleshooting concepts within enterprise applications
Experience collaborating with IT teams on enhancements or small technical changes
Familiarity with data analysis, data quality, and troubleshooting data-related issues
Standard business hours with flexibility to support periodic off-hours or peak-period activities (e.g., quarter-end, major releases), as needed.
Supporting global teams across time zones
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.
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Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses.
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If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at AskHR@medtronic.com.
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.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).