Senior IT Business Analyst - ITIL

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.

Convert Problems/KEDB into reusable articles; ensure Change/Release has pre–go-live knowledge; embed guided help in Catalog/Request.

Co-own the Knowledge dashboard: define measures with analytics, validate PA data, run A/B tests on search/intent tuning, and publish insights.

Coordinate UAT for AI features and search changes; document SOPs/work instructions; keep the process audit-ready.

Required Knowledge and Experience:

A Bachelor’s or Master degree or equivalent with 7+ year’s experience in the below is required, along with proficiency in English (C1+).

Minimum ITIL v3 Practitioner/Professional; ITIL 4 practice-level or Managing Professional preferred.

5+ years in ITSM support/process roles; 2+ years in Knowledge or adjacent processes (Incident/Request).

ServiceNow knowledge administration and familiarity with Predictive Intelligence/Agent Assist/Virtual Agent; PA reports.

Working familiarity with KCS v6 and corporate GenAI guidelines (review, disclosure, PII checks).

Strong BA skills: requirements, SOPs, acceptance criteria, light data analysis; excellent written communication.

Desired Skills & Experience,

Prompt library maintenance; basic A/B testing design; GenAI moderation workflows;

Multi-language content pipeline (English primary).

Knowledge on following Success Metrics,

• Time-to-publish;

• Article quality/helpfulness;

• Contribution rate;

• Search success & zero-result;

• AI-draft acceptance rate;

• Deflection for top drivers;

• Aging/retire SLAs.

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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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.

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This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).