Job Description Summary
An IT support expert for executive and board members ensures seamless operation and maintenance of IT equipment, plans and coordinates technical aspects of events, participates in end-user impacting IT projects, and collaborates with the Executive IT support service desk to provide dedicated support to VIP users and their assistants.
Job Description
Major accountabilities:
- Manage the delivery of one or more systems, tools or applications and ensure their stability, integrity and business continuity.
- Ensure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs.
- Identify, investigate, and resolve incidents, report on incidents and review findings with key stakeholders.
- Address problems by driving identification of root causes and prevention of recurrences.
- Ensure that an up-to-date asset inventory is maintained and only authorized components are used coordinate configuration management database changes and /or ensure that configuration items are identified, accounted, reported, verified and audited.
- Ensure proper user and access management.
- Ensure adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders.
- Support Service / Solution Operations Manager in technical topics -Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt -Distribution of marketing samples (where applicable)
Key performance indicators:
- Quality of service provided -Adherence to SLAs -Operational efficiency -Number of service requests processed -Number of incidents solved, quality of solution -Accurate recordings of alerts -Customer satisfaction -Completeness and correctness of asset inventory
Minimum Requirements:
Work Experience:
- Accountability.
- Cross Cultural Experience.
- Ambiguity.
- Collaborating across boundaries.
Skills:
- IT Service Acceptance.
- Network Support.
- IT Systems Installation / Decommissioning.
- IT Customer Service Support.
- IT Configuration & Asset Management.
- IT Security Administration.
- IT Application / Infrastructure Management.
- IT Systems Integration.
- IT Incident & Problem Management.
- IT Service Level Management.
- IT Capacity & Availability Management.
Languages :
- English.
Skills Desired
Novartis Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Novartis and has not been reviewed or approved by Novartis.
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Healthcare Strength — Pay and benefits are described as a strong overall package, supported by medical, dental, and vision insurance alongside FSAs/HSAs and disability and life coverage. Mental-health support is reinforced through an employee assistance program with psychological support and a network of mental health first aiders.
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Retirement Support — Retirement support is positioned as a standout element, with an automatic company contribution plus dollar-for-dollar matching in the 401(k). Additional retirement funding is described through an age-based defined contribution program and access to an employee share purchase plan discount.
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Parental & Family Support — Family-related benefits are framed as robust, including a global minimum of paid parental leave for new parents following birth or adoption. Added supports include domestic partner coverage, dependent-care resources, and benefits such as adoption assistance and child/elder care options.
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What We Do
Novartis is an innovative medicines company. Every day, working to reimagine medicine to improve and extend people’s lives so that patients, healthcare professionals and societies are empowered in the face of serious disease. Our medicines reach more than 250 million people worldwide.
