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:
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Operational owner of the day-to-day Knowledge process and AI-assisted content operations.
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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.
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Co-administrator of the Knowledge dashboard; translate analytics into actions (synonyms, content fixes, experiments).
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.
Recruitment Fraud Alert
We are aware of phishing scams targeting job seekers. Please keep the following in mind:
Apply only through official Medtronic channels. All legitimate Medtronic recruiting communications come from approved Medtronic platforms and official @medtronic.com email addresses.
Medtronic will never ask for payment or sensitive personal information (such as bank account or Social Security details) during early stages of the hiring process. Any such requests are not legitimate.
If you receive a suspicious message claiming to be from Medtronic, do not respond, click links, or open attachments.
If you have any questions, concerns regarding the authenticity of a communication alleged to have been made by or on behalf of Medtronic, please contact us immediately at [email protected].
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.
This position is eligible for a short-term incentive called the Medtronic Incentive Plan (MIP).