Novartis Business Services IT (NBS IT) is working to support Novartis to deliver better patient outcomes through innovative use of information and technology. As technology is reshaping the healthcare industry, IT will be a differentiator for our businesses, inspiring new ideas and enabling Novartis to reimagine medicine.
To continue to add even greater value for the business we need to have the right people with the right capabilities in the right location. We need to be customer-oriented and focus on bringing the best services and solutions to the business – both globally and locally – to support our patients.
NBS IT offers this extraordinary work experience with a real opportunity to develop in a highly fast-paced technology-driven environment where collaboration and innovation are at the heart of who we are and what we do.
Primary contact for global applications which are classified as critical. Ensures that all the operation related activities : technical issues, enhancements, new project are addressed as per business expectations and KPI. Responsible to keep the lights on of all multiple Critical/Vital NBS application by engaging with business partner as well as vendor and multiple stakeholders. Leading the operational team Ensuring that the System Owner and all other stake holder are informed about the validation status of applications under the assigned portfolio.
•Manage applications (portfolio) life cycle in line with Novartis IT Operating Model requirements
•Ability to guide the team in troubleshooting issues
•Ensuring that changes and enhancements are delivered in time, in scope, on budget, on quality and with high user satisfaction
•Ability to manage release cycles to periodically implement new application enhancements
•Support key projects to ensure that future applications are fit for purpose from a support and operational perspective
•Capable of managing and leading a small to medium sized group of support team members (vendors/con tractors)
•Drive continuous improvement & efficiency initiatives with positive and measurable budget or service or compliance impact
•Ability to drive and sustain high service quality via periodic service governance for the portfolio of applications one is responsible for.
•Ensuring applications are kept in compliant state with latest Novartis requirements, including but not limited to GxP, IT Security and Data Privacy. Applications must be kept in a state of audit readiness, and any compliance gaps re-mediated
•Engage with stakeholders and resolve the queries with a sense of urgency
•Periodically engage with business and other stakeholders to review the service quality and performance of the application
•Fundamental ITIL knowledge
•Knowledge of GxP & ERES guidelines and regulations
•Work in global environment with excellent communication, collaboration, facilitation and business partnership capabilities
Service Operations Expert