Principal Support Analyst mForce - Remote

We anticipate the application window for this opening will close on - 1 Aug 2025At 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 LifeWe seek out and hire a diverse workforce at every level: We need fresh ideas and inclusive insights to continue to be an innovative industry leader —that’s why we make it a point to seek out, attract and develop employees who are patient-centric, passionate, and who represent the same wide variety of life experiences as our patients.In this exciting new role, the Principal Support Analyst will lead mForce User Support Efforts within the Neuromodulation Business. The Principal Support Analyst will serve as the primary business contact for first-line user support of our newly-launched mForce solution running on the Salesforce.com platform. This role will be responsible for monitoring and triaging support issues, collaborating with IT teams for further escalation of technical and system issues, providing training, and developing support processes and KPIs.Additionally, the Principal Support Analyst will ensure data quality, support backlog and release cycles, and may perform light Salesforce.com system configuration. 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 10% of travel to enhance collaboration and ensure successful completion of projects. A Day in the LifeResponsibilities may include the following and other duties may be assigned:Lead mForce User Support Efforts within Neuromodulation Business• Serve as first point of business contact for user support• Monitor, review & perform initial business triage of Neuromdulation mForce user support issues• Work closely with field sales users to understand issues and ensure support tickets have the information needed for IT follow up• Evaluate user support issues and collaborate with IT teams for further triage and escalation of technical issues• Work independently to follow up and ensure resolution within agreed-upon SLAs• Analyze business-facing user issues and work with mForce Program Manager / reps to determine root cause, resolve and issue appropriate training/instruction• Partner with Program Manager to manage, develop & deliver mForce training strategies and contentDefine and implement Neuromodulation mForce business support processes & reporting• Work withSenior Manager to develop business support KPIs; create reporting on business support metrics & SLAs• Develop and document business support procedures; working closely with ServiceNow and Salesforce development teams to ensure systems align to business support procedures• Proactively monitor & report on support issues weekly/monthly/quarterly, working closely with Program Manager &Senior Manager to develop mitigation strategies and update business support/adoption planData Stewardship• Proactively monitor mForce field user inputs for data quality• Establish metrics/support/reporting for monitoring quality of field user-input data• Serve a lead role on the Neuromodulation mForce Data Stewardship committee, leading meetings to review data quality issues, aligning members & business data stewards to policies and procedures in support of clean dataBacklog & Release Support, Special Projects• Partner with mForce Program Manager & work closely with users to gather, analyze, and document business needs and drive enhancements/improvements• Support Program Manager in developing initial user stories for intake/backlog; partner with IT/admin/development team to ensure prioritized user stories complete release cycle and meet user needs• Test enhancements & break-fixes as part of release cycle• Perform light ad hoc system configuration, which may include creating salesforce reports, managing public groups, and setting up/deactivating users• As needed, support Neuromodulation Salesforce expansion projects as a Subject Matter ExpertMust Have: Minimum Requirements:• High School Diploma or equivalent with 8+ years of relevant experience in sales enablement or sales support or equivalent experience (OR Associate's Degree with 6+ years experience OR Baccalaureate Degree with 4+ years experience)• 8+ years of relevant experience supporting the Salesforce.com platform• Ability to identify areas for process improvement and recommend/collaborate with technical partners to implement solutions• Ability to understand integrations & dependencies in a complex Salesforce.com platform• Proven creativity and problem-solving skills; ability to work around obstacles and solve problems with minimal direction• Ability to develop strong relationships with field sales and business users and technical staff• Strong organizational/time management skills; ability to prioritize work and meet deadlines in a fast-paced environment• Ability to gather and document requirements from field users and clearly present requirements to technical teamsNice to Have:• SFDC Administrator Certification• Additional experience with reporting & analytics systems such as Power BI or Tableau• Highly effective written and verbal communication skills• Flexible with a demonstrated ability to embrace change• Previous work experience within the Life Sciences sectorPhysical Job RequirementsThe 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.The physical demands described within the Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. For Office Roles: While performing the duties of this job, the employee is regularly required to be independently mobile. The employee is also required to interact with a computer, and communicate with peers and co-workers.Contact your manager or local HR to understand the Work Conditions and Physical requirements that may be specific to each role. Benefits &CompensationMedtronic offers a competitiveSalary and flexible Benefits PackageA 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. Salary ranges for U.S (excl.PR) locations (USD):$116,000.00 - $174,000.00This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP). The base salary range is applicable across the United States, excluding Puerto Rico and specific locations in California. The offered rate complies with federal and local regulations and may vary based on factors such as experience, certification/education, market conditions, and location. Compensation and benefits information pertains solely to candidates hired within the United States (local market compensation and benefits will apply for others).The following benefits and additional compensation are available to those regular employees who work 20+ hours per week: 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). The following benefits and additional compensation are available to all regular employees: 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).Regular employees are those who are not temporary, such as interns. Temporary employees are eligible for paid sick time, as required under applicable state law, and the Employee Stock Purchase Plan. Please note some of the above benefits may not apply to workers in Puerto Rico. Further details are available at the link below:Medtronic benefits and compensation plansAbout MedtronicWe 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.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.If you are applying to perform work for Medtronic, Inc. (“Medtronic”) in any position which will involve performing at least two (2) hours of work on average each week within the unincorporated areas of Los Angeles County, you can find here a list of all material job duties of the specific job position which Medtronic reasonably believes that criminal history may have a direct, adverse and negative relationship potentially resulting in the withdrawal of a conditional offer of employment. Medtronic will consider for employment qualified job applicants with arrest or conviction records in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.Apply tot his job