Application User Support Specialist

Job Description Summary

We are seeking a dedicated and detail-oriented User Application Support Specialist to join our team. The successful candidate will be responsible for providing 2nd level support for Workday, Shape, and HR Core modules. This role involves handling complex issues, approving system changes, and ensuring seamless operation of HR-related applications.

Job Description

Sandoz continues to go through an exciting and transformative period as a global leader and pioneering provider of sustainable Biosimilar and Generic medicines. As we continue down this new and ambitious path, unique opportunities will present themselves, both professionally and personally.

Join us, the future is ours to shape!

Position Purpose: We are seeking a dedicated and detail-oriented User Application Support Specialist to join our team. The successful candidate will be responsible for providing 2nd level support for Workday, Shape, and HR Core modules. This role involves handling complex issues, approving system changes, and ensuring seamless operation of HR-related applications.

Your Key Responsibilities:

Your responsibilities include, but not limited to:

• Provide 2nd level support for Workday, SHAPEiN, and HR Core modules P32 and Q32 in SAP, ensuring timely resolution of user issues and maintaining system integrity. Troubleshooting and Issue Resolution: Identifying, analyzing, and resolving technical issues that arise in software applications. This involves working closely with development teams to address bugs, errors, and defects
• User Support: Providing technical assistance to end-users, answering queries, guiding them through troubleshooting steps, and offering training on application features and functionalities
• Monitoring Application Performance: Regularly checking the performance of applications to identify potential issues before they affect users. Documentation: Creating and maintaining documentation related to application configurations, troubleshooting steps, and user guides
• Collaboration with Development Teams: Communicating user feedback, reporting bugs, suggesting improvements, and assisting in testing new features
• Enhancement Requests: Managing and clarifying enhancement requests, ensuring that changes meet user requirements and improve system functionality
• System Access Management: Approving and managing system access roles and permissions to ensure proper security and functionality
• Interface Management: Resolving interface issues and managing enhancements to ensure seamless integration between different systems
• Training and Onboarding: Conducting training sessions for new users to help them understand how to use the applications effectively. Maintaining System Stability: Ensuring that applications run smoothly and efficiently, providing users with the necessary support to maximize their productivity. Collaborate with IT support teams to develop and implement strategies for improving application performance and user satisfaction.
• Ensure adherence to Service Level Agreements. Any other Level 2 support activity indicated by OPM.
• Key performance indicators -Feedback from internal partners and client groups - P&O Services delivered on time with the right level of quality

What you’ll bring to the role:Essential Requirements:

• Bachelor's Degree: Most positions require a bachelor's degree in a relevant field such as Information Technology, Computer Science, or a related discipline
• Solid foundation in technical skills and knowledge.
• Proven experience in partnering with external vendors. Proven experience in stakeholder management in a matrix organization. Proven experience in change management
• Familiarity with service management / delivery technology/ tools (i.e. SAP HR, CRM, ServiceNow, Ticketing, Chat platforms) and KM tools is preferred but not essential. Experience of working within virtual / remote teams preferred.
• Fluent spoken and written English, other languages are an advantage.

Skills:

• Application Troubleshooting: Ability to diagnose and resolve issues within software applications

  Incident Management: Ability to manage and resolve incidents promptly to maintain application stability

  Issue Escalation: Knowing when and how to escalate complex issues to higher-level support or development team

  Analytical Skills: Strong analytical skills to identify root causes of issues and develop effective solutions

  User Support: Excellent communication skills to interact with users, explain technical concepts, and guide them through troubleshooting steps

  System and Application savviness: Advanced knowledge of company systems and tools

  Training: Conducting training sessions for new users to help them understand and effectively use the application

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Why Sandoz?

Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, provided more than 900 million patient treatments across 100+ countries in 2024 and while we are proud of this achievement, we have an ambition to do more!

With investments in new development capabilities, production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably.

Our momentum is powered by an open, collaborative culture driven by our talented and ambitious colleagues, who, in return for applying their skills experience an agile and collegiate environment with impactful, flexible-hybrid careers, where diversity is welcomed and where personal growth is supported! 

Join us!

Commitment to Diversity & Inclusion:

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Join our Sandoz Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Sandoz and our career opportunities, join the Network here:  Sandoz Talentpool (novartis.com)

#Sandoz

Skills Desired

Change Management, Curiosity, Data Privacy, Employee Experience, HRIS (Human Resource Management System), Hr Operations (Hr Ops), HR Service Delivery, Human Resource Management System, Human Resources (HR), Human Resources Management, Labour Law, Payroll, Sdm, Service-Level Agreements (Sla), Talent Development