Ticket Management Analyst

Sep 12, 2021

Job Description

105,000 people re-imagining medicine for more than 750 million people globally. That’s also the number of people in Novartis you may impact as our new Integrated Services Associate as part of a team that enable, support and deliver major service transformation initiatives globally
Your responsibilities include but not limited to :
• Support the delivery of one or more systems, tools or applications and ensure their stability, integrity and business continuity, and that the services meet agreed SLA.
• Identify, investigate, and resolve incidents; report on incidents and review findings.
• Maintain an up to date asset inventory is maintained and ensure only authorized components are used; coordinate configuration management database changes.
• Ensure proper user and access management.
• Ensure adherence to documented operational procedures and quality standards, and create appropriate operational service documentation.
• Support Service / Solution Operations Manager in technical topics.
• Identify, log, categorize, prioritize, and resolve tickets and raise a problem, if required
• Produce appropriate management information to report ticket management performance
• Monitor effectiveness of ticket management and make recommendations for improvement

Minimum Requirements

• Collaborating across boundaries
• Cross Cultural Experience
• Decommissioning IT Security Administration IT Application / Infrastructure Management
• IT Incident & Problem Management IT Configuration & Asset Management

Why Novartis?

769 million lives were touched by Novartis medicines in 2020, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.
We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.
We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!
Imagine what you could do here at Novartis!

Commitment to Diversity & Inclusion:
Novartis is committed to building an outstanding, inclusive work environment and diverse team’s representative of the patients and communities we serve.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network
Hyderabad, AP
Information Technology
Full Time
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Ticket Management Analyst

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