Help Desk/MIM Analyst (New Health Care Company) - Bangalore

3M has a long-standing reputation as a company committed to innovation. We provide the freedom to explore and encourage curiosity and creativity. We gain new insight from diverse thinking, and take risks on new ideas. Here, you can apply your talent in bold ways that matter.

Job Description:

3M is establishing two industry-leading companies, creating value through the spin-off of its Health Care business, while 3M will continue to be a global material science leader, focusing our innovation to win in favorable global megatrends and attractive end markets. This new Health Care Company will be a leading global diversified health technology company with:     

• Proven category leadership  
• Exposure to attractive end-markets  
• Innovation mindset driving improved patient outcomes  
• Collaborative customer relationships  
• Deep global regulatory experience  
• Operational excellence and strong cash flow  
• Strong sales growth and profitability with significant recurring sales  

We expect the creation of the two companies will be completed by the end of Q1 2024. For now, we will continue to operate as one global company. This role is positioned to drive the success of the "New Health Care Company”.  

The Impact You’ll Make in this Role
As a Help Desk/Major Incident Management Analyst, you will have the opportunity to tap into your curiosity and collaborate with some of the most innovative and diverse people around the world. Here, you will make an impact by:

• Partnering with the managed service provider’s Help Desk Team Lead to ensure end users are receiving appropriate assistance and provider is meeting SLAs
• Identifying and driving opportunities to increase first call resolution and improve end user experience
• Partnering with managed service provider’s Major Incident Management team to facilitate recovery efforts requiring cross-functional teams and restore service when a Major Incident occurs
• Ensure managed service provider meets Problem Management SLAs by identifying and remediating root case in a timely manner
• Willingness to participate in on-call rotation

Your Skills and Expertise 

To set you up for success in this role from day one, 3M requires (at a minimum) the following qualifications:

• Bachelor’s Degree or higher from an accredited university

OR

• High School Diploma/GED from an accredited institution and a minimum of fourteen (14) years of experience in information technology  
• X years (# of years applicable for Job Grade 10) of applications and/or infrastructure experience in a private, public, government or military environment
• Experience with Service Management system, Incident Management process, and exceptional competence with Microsoft Office 365 applications
• Problem Management experience:  identifying trends in Help Desk calls
• Demonstrated ability to build relationships with team members, managed service provider, and clients to resolve issues, conduct Root Cause Analysis, and solve problems
• Proven track record of customer escalation management and resolution

Additional qualifications that could help you succeed even further in this role include:

• Experience in a Help Desk role
• Experience using ServiceNow
• ServiceNow Certification
• Experience with ITIL processes and IT Service Management, reporting and governance
• ITIL v4 Foundation Certification
• Applications and infrastructure operational support experience
• Excellent interpersonal relations (written/oral communication and facilitation skills) and demonstrated ability to effectively influence, negotiate, prioritize, and make decisions
• Able to multi-task

Supporting Your Well-being

3M offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, 3M regularly benchmarks with other companies that are comparable in size and scope.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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