Technical User Support Analyst

USA-MiniMed Distribution Corp. 1018; Heerlen; On-site; EUR 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Flexible benefits

Job summary

MiniMed is seeking a Diabeter IT Application Analyst to support Health Care Professionals in the Netherlands and globally. You will manage IT tickets, coordinate resolutions, and communicate in Dutch and English to ensure a smooth user experience.

The role emphasizes ITIL-based processes, cross-functional collaboration, and documentation creation, with opportunities to support onboarding of new customers in an international setting.

Qualifications

• Bachelor's degree in a healthcare IT or related field.
• 3+ years in a similar IT application/support role, ideally in healthcare.
• Excellent communication and organizational skills.
• Native-level Dutch with strong English proficiency.
• Experience working in international or remote settings and familiarity with ITIL processes.
• Project management experience is a plus.

Responsibilities

• Manage and coordinate IT application tickets from the support portal with defined SLAs.
• Communicate with users in Dutch and English, providing timely updates.
• Prepare reports for management and develop user documentation.
• Develop clear application documentation and coordinate localization for international users.
• Monitor service levels and drive improvements in service delivery.
• Assist with onboarding of new customers and setup of new applications.

Skills

Dutch language

English language

ITIL experienced

Ticket management

Education

Bachelor's degree in healthcare IT or related field

Job description

At MiniMed, you can begin a lifelong career of exploration and innovation, while helping make a difference in the lives of people living with diabetes around the globe. You'll lead with purpose, breaking down barriers to innovation for a more connected, compassionate world.

About the Role

As a Diabeter IT Application Analyst, you will be at the forefront of supporting Health Care Professionals in the Netherlands and around the globe by ensuring our digital applications run smoothly and efficiently. Your primary focus will be on managing and resolving IT support tickets, acting swiftly to address user questions and technical challenges as they arise. In this central role, you will coordinate the resolution of application-related technical issues, collaborating closely with IT teams and other stakeholders to deliver timely, effective solutions. Your ability to communicate clearly in both Dutch and English will be key as you keep users informed throughout the resolution process and ensure a seamless user experience. You will serve as a crucial hub, connecting users, IT specialists, and management, while also contributing to the creation of user documentation and supporting the onboarding of new customers. If you thrive in a dynamic, international environment and are passionate about solving technical challenges, this is your opportunity to make a real impact in digital healthcare.

Responsibilities

• Manage and coordinate tickets from the Diabeter IT support portal, ensuring timely resolution for application users in line with defined SLAs.
• Communicate promptly and effectively with application users in both English and Dutch, especially when addressing solution challenges.
• Prepare insightful application reports for management, providing valuable updates and analysis.
• Develop clear, user-friendly documentation for applications and coordinate the localization process for international audiences.
• Monitor Service Levels and prevent from breach these Service Levels
• Initiate improvements to continuously improve the service delivery to our customers
• Work closely with the IT team to support the setup of new customer applications, ensuring a smooth and successful onboarding experience.

Required Knowledge and Experience

• A bachelor's degree and at least 3 years of experience in a similar role, ideally within the healthcare industry.
• Excellent communication and organizational skills-you thrive on keeping things running smoothly and connecting with others.
• Native-level Dutch language skills and strong proficiency in English, enabling you to work confidently in a multilingual environment.
• A customer-first attitude and a collaborative mindset-you enjoy working with others to achieve common goals.
• Previous experience collaborating in an international, remote setting, so you're comfortable working across borders
• Extensive experience working based on ITIL processes.
• Experience in project management is highly valued and will set you apart as a candidate

#BetterDaysStartNow

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.

Benefits & Compensation

MiniMed offers a competitive salary and flexible benefits package

At MiniMed, we put people first. A commitment to our employees lives at the core of our values: We recognize their contributions. They share in the success they help create. We offer a wide range of benefits, resources, and competitive compensation plans designed to support you at every stage of your career and life.

About MiniMed

We want to make every day a better day for people living with diabetes. Our team of creative innovators around the globe share a passion for finding the simplest solutions to the problems that people with diabetes face on a daily basis. For more than 40 years, we've been redefining what's possible, from intelligent dosing systems designed for real life to predictive insights that stay a step ahead, and we're dedicated to continuing to support our customers through every step of thei