343005BR
Apr 05, 2022
USA

Job Description

6,000 scientists and physicians around the world, the Novartis Institutes for BioMedical Research (NIBR) is the global pharmaceutical research organization of Novartis. Our research is focused on discovering innovative new drugs and life-saving therapies that will transform the practice of medicine and improve the lives of patients across the world.

At the Novartis Institutes for Biomedical Research (NIBR) an array of talents work together towards the same goal: to improve human health by creating ground-breaking medicines. Technology User Services (TUS), part of NIBR Informatics (NX), supports the NIBR mission by delivering exceptional support to our scientists and administrators.

Sr. Support Analysts work collaboratively to support our users, bringing the right expertise to provide timely, reliable, and innovative solutions. They spend time working in scientific labs and departmental locations to build relationships, understand the business, and assist with technology to support the work. They represent community needs to the broader NX organization and conversely share technology trends and solutions with the community. In addition to providing relationship-based support to designated communities, Sr. Support Analysts assist with day-to-day IT support (PC, Mac and mobile hardware, network, in-house and third-party software), and offer informational training sessions to the broader NIBR population.

This opportunity is located at the Novartis Cambridge site, and will not have the ability to be located remotely.

What will you be responsible for?
• Provide high-quality support services at walk up locations, in departmental offices and labs, and online to end users performing diverse roles and possessing varying degrees of technical skill
• Assist in developing and delivering end-user training and informational sessions
• Track and document work in Atlassian platforms (Jira Service Desk, Jira Software, Confluence)
• Develop and maintain expertise in technology used within NIBR, create and assist with maintenance of knowledge articles for support audience
• Leverage data to proactively identify trends, areas of improvement, and establish projects within areas of responsibility
• Coordinate small projects that streamline and/or expedite workflows across applicable teams within NIBR Informatics
• Adhere to and educate others on company Information Security & Risk Management standards, including security patching and incident response
• Demonstrate expertise in communication, collaboration, and efficient troubleshooting of technology issues
• Establish and maintain strong working relationships with end users and colleagues across NIBR to enhance end-to-end service delivery

Diversity & Inclusion / EEO

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum Requirements

What will you bring to the role?
• Strong customer service mindset
• Effective, clear, and professional communication skills (written and verbal)
• Experience designing and facilitating end user training sessions
• Exceptional troubleshooting skills and experience supporting nonstandard software
• Document, prioritize, and effectively manage assigned work
• Identify needs of end users and of teams of colleagues and take appropriate action
• Demonstrate composure, agility, and flexibility as support needs evolve
• Comfortable navigating large enterprise organization to resolve technical challenges
• Curious, eager to learn, and prioritizes seeking and delivering feedback
• High proficiency with Microsoft Office products, including OneDrive, SharePoint, and Teams
• 3-7 years of progressive experience with hands on troubleshooting and support for Windows, MacOS; Linux expertise is a plus
• Bachelor’s degree in a technology field or equivalent work experience
• Experience with data analysis (Spotfire, Tableau, etc) and scripting languages (Python, R, etc.) a plus

What you'll receive in return?
Competitive salary, annual bonus, long-term incentive for select levels, health insurance, paid vacation/holidays, potential flexible working arrangements, employee recognition scheme.

Why consider Novartis?
766 million; 10% of the global population! That’s how many lives our products touched in 2021. And while we’re proud of that fact, in this world of digital and technological transformation, we must also ask ourselves this: how can we continue to improve and extend even more people’s lives?

We believe the answers are found when curious, courageous, and collaborative people like you are brought together in an inspiring environment. Where you’re given opportunities to explore the power of digital and data. Where you’re empowered to risk failure by taking smart risks, and where you’re surrounded by people who share your determination to tackle the world’s toughest medical challenges.

Imagine what you could do at Novartis!
The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

#LI-NOV = Novartis
NIBR
CAO - NIBR
USA
Cambridge, MA
Information Technology
Full Time
Regular
No
careers default image
343005BR

Senior Support Analyst

Apply to Job Access Job Account