Senior IT Business Analyst - ITIL

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

Review the knowledge queue and AI-drafted suggestions; apply style, metadata and route for approval. Tune synonyms and semantic search; run UAT for a new Agent Assist snippet addressing the top call driver. Lead a KCS huddle with Content Owners; convert Problem RCA into a reusable article; configure Virtual Agent intent hints. Publish a mini-report from the Knowledge dashboard highlighting precision/recall and zero-result trends.

Our Global IT Support Organization operates within IT Operations and the IT Service Management Office (ITSMO). We deliver customer-centric services at scale across regions with a follow-the-sun support model. Knowledge Management is treated as a product and practice—integrated with Incident, Problem, Change, Service Configuration (CMDB), Asset, Catalog and Request Fulfillment. The team partners closely with the Global Service Desk (GSD) and the Data Analytics group, using the Knowledge dashboard to drive deflection, search effectiveness, and MTTR improvements.

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

- Operational owner of the day-to-day Knowledge process and AI-assisted content operations.

- Front-line partner to GSD and process peers to ensure knowledge appears at the point of need (IT Portal, Service Operation Workspace, request/incident flows) with Agent Assist/Virtual Agent and IT Virtual Assistant (Robin) support.

- Co-administrator of the Knowledge dashboard; translate analytics into actions (synonyms, content fixes, experiments).

- Execute intake → review → approve/publish → retire; enforce style/taxonomy/metadata standards; maintain human-in-the-loop review for AI-drafted content.

- Configure and tune ServiceNow Knowledge (roles, categories, synonyms, feedback), and partner on Predictive Intelligence, Agent Assist snippets, and Virtual Agent intents.

- Chair Knowledge forums; coach Content Owners/Contributors in KCS v6 and AI-assisted authoring; track actions and coaching outcomes.