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

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

Role overview

The ServiceNow Case Management (CSM) Product Lead is the key Product Owner for CSM supporting 4-5 different stakeholder groups with regards to client strategies and roadmaps, execution roadmap, new product delivery and business relationship management. This includes planning of resource availability and financial management (total cost of ownership) of the entire Product.

Strategy

• Works independently to implement strategic goals and establish operational plans for the Product.

• Demonstrate a good understanding of all Client strategies for Case Management in ServiceNow. In order to support in delivery of these strategies, being able to design and develop execution roadmaps and solutions that are tailored to customer’s needs as well as to technology standards and total cost of ownership.

• Implements strategic goals established by IT related to platform, legacy tech debt and financial items.

• Continuous Improvement: Stay informed about ServiceNow platform updates, industry best practices, and emerging technologies. Identify opportunities for improvements.

• Conducts briefings with senior leaders within IT on product expansion, efficiency and automation.

Product Management

• Accountable for leading and driving the direction, roadmap and development of CSM module on ServiceNow Platform, including all new enhancements, upgrades and performance improvements

Financial Management

• Understanding and driving cost and value benefits for Medtronic, IT and the customers in designed the “best” solution.

• Independently manage the entire portfolio’s financial management of estimation, funding, chargeback and actuals.

Delivery / Execution

• Independently manage the entire portfolio across several clients and proactively plan the work, manage resource needs, business and IT readiness.

• Applies judgement to deliver outcomes, evaluating a range of potential solutions, considering the impact on customers, cost and risk.

• Changes or may establish operational plans for CSM with long-range impact on results

• Ability to independently manage and resolve problems that span a wide range of difficulty and unique issues across functions and / or businesses

• Develops solutions to unique issues. Improves upon existing processes and systems using significant conceptualizing, reasoning and interpretation.

• Owns product backlog, prioritize features and ensure timely delivery of high-quality solutions, ensuring that delivered solutions meet the specified requirements and align with best practices.

• Assignments are often self-initiated.  Determines and pursues courses of action necessary to obtain desired results.

Business Relationship Management

• Recognized Subject Matter Expert in the applicable Product team and be able to confidently guide and advise stakeholders at all levels on the application of existing and new products and innovations in that Product.

• Interacts with internal and external customers and vendors at various levels, including executive leadership, on significant matters.

• Stakeholder communications: Maintain open and transparent communication with stakeholders, providing regular updates on project and delivery progress, timelines and addressing any concern.         

Critical Skills needed

• Ability to work in a high-pressure environment across multiple clients via negotiation and influencing to reach understanding or agreement

• Ability to manage delivery of many work items in parallel, at different stages and changing priorities

• Confidently manages large, moderately complex initiatives of strategic importance to the organization, involving large cross-functional teams

• Work experience in complex organizations with multi-sourced (MSP) delivering mode

• Strong written and verbal communication skills to communicate and engage with all levels of the organization

• Frequently provides guidance, coaching and training to other employees

• Expert in ServiceNow and specifically Case Management

• Service mentality, teamwork and collaboration – this position will engage with many other teams and leaders

• Strong documentation skills and eye for detail and quality

• Leadership, relationship, decision making and influencing skills during periods of considerable organizational stress (reprioritization of stakeholder demand)

Requirements

• Deep knowledge of project management

• Being able to work flexible hours to meet US and Europe based stakeholders

• Requires a Baccalaureate degree and minimum of 10 years of relevant experience, or advanced degree with a minimum of 8 years of relevant experience

SPECIALIST CAREER STREAM: Typically an individual contributor with responsibility in a professional discipline or specialty. Delivers and/or manages projects assigned 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. The majority of time is spent delivering and overseeing the projects – from design to implementation - while and adhering to policies, using specialized knowledge and skills normally acquired through advanced education.

DIFFERENTIATING FACTORS

Autonomy: Recognized master in professional discipline.
Works independently to implement strategic goals and establish operational plans for job area.
Assignments are often self-initiated Determines and pursues courses of action necessary to obtain desired results.

Organizational Impact: Strongly influences the design of new products, processes, standards, or operational plans based on business strategy with a significant impact on functional results.
Implements strategic goals established by functional leadership.
Changes or may establish operational plans for job area with long-range impact on results.

Innovation and Complexity: Faces problems that span a wide range of difficulty and unique issues across functions and / or businesses which may cause redirection.
Develops solutions to unique issues Improves upon existing processes and systems using significant conceptualizing, reasoning and interpretation.

Communication and Influence: Interacts with internal and external customers and vendors at various levels, including executive leadership, on significant matters.
Conducts briefings with senior leaders within the job function.
Negotiates with others to reach understanding or agreement.

Leadership and Talent Management: Frequently provides guidance, coaching and training to other employees.
Typically manages large, moderately complex initiatives of strategic importance to the organization, involving large cross-functional teams.

Required Knowledge and Experience: Requires mastery level knowledge of specialty area and working knowledge of several other areas, typically obtained through advanced education combined with experience.
May have deep knowledge of project management.
Requires a Baccalaureate degree (or for degrees earned outside of the United States, a degree which satisfies the requirements of 8 C.F.R. § 214.2(h)( 4)(iii)(A) and minimum of 10 years of relevant experience, or advanced degree with a minimum of 8 years of relevant experience.

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 95,000+ 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