Pricing System Help Desk with SalesForce Experience.

Careers that Change Lives 
Working as part of the Global Offer Development and Pricing systems Team is essential in our role towards our customers & patients and our commitment to the Medtronic mission to alleviate pain, restore health and extend life.
 
Our P&C Systems Support team is a functional support team for our global pricing & contracting community. As part of the team, you are responsible for providing useful guidance to our end users in our pricing systems landscape (Vendavo Enterprise suite, SalesForce Pricing Requests and other emerging commercial enablement tools), to enhance system usage, drive corporate efficiency and improve user satisfaction. Where needed, you resolve our client’s pricing & contracting system issues as quickly and accurately as possible by giving them instructions or by helping to restore system functionalities, leading to an end-to-end resolution process while adhering to strict SLAs.
 
A Day in the Life 
We offer you a position where the following tasks are part of your daily work: 
• Providing first level support for end users of Vendavo/SFDC/ Pros and other Pricing tools as they move under the support team, answer "how to" questions regarding the tools and standard processes. Interacting with internal and/or external teams to resolve (complex) system’s issues. 
• Communicating with end users in English by phone, mail. 
• Providing remote user support resolving issues on customer’s workstations. 
• Performing tickets root cause analysis for recurring tickets, tracking and delivering upon agreed SLA’s. 
• Explaining new and current system’s functionalities to end users (COEs, Sales, Finance). 
• Delivering and/or Providing ad-hoc trainings on system and process capabilities to various stakeholders. 
• Supporting Audit activities on quarterly basis where assistance is needed. 
• Setting and maintain knowledge bases on the tools and related processes. 

Must Haves 
• Bachelor’s or master’s degree with 3-5 years of experience in support desk or incident management
• Fluent English skills 
• Affinity towards systems and technology
• Proven analytical and problem-solving skills with an anticipatory approach
• Intermediate to advanced SFDC skills 
• Advanced Excel/Power Query skills 
• Help Desk Experience
 
Nice to Haves 
• Additional language skills, preferable in Spanish/Portuguese/Mandarin/Japanese is a plus. 
• Team player skills with strong attention to detail 
• Experience with Windows OS, MS Office, Service Now (or similar incident management tools) and remote support tools 
• Strong Collaborative skills and ability to work across time zones. 
• Customer oriented and Multitasking skills with a can-do attitude
• Process modelling skills (functional and operational) with experience in drawing and framing logical conclusions. 
• A previous team supervisory role

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