Sr IT Project Lead - Customer Care

Medtronic is a global leader in healthcare technology, dedicated to alleviating pain and restoring health. The Sr IT Project Lead will oversee the development and maintenance of IT systems within the Customer Care Operations team, ensuring operational effectiveness and enhancing customer experiences through technology. 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 Qualifications: Bachelor's degree required; Minimum of 4 years of relevant experience, or advanced degree with a minimum of 2 years relevant experience Required Skills: ServiceNow, Salesforce, IT systems management, User story writing, Test script development, UAT/Regression testing, System troubleshooting, IT ticketing systems, System validation compliance, Business Objects reporting, PowerBI, Tableau, Data visualization, CX platforms Five9, CX platforms NICE, CX platforms Cisco, Call Summary Automation, Cross-functional project leadership, Regulated environment experience, Analytical skills, Continuous improvement, Project management