Associate Application Support Analyst

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The Finance & Operations department brings insights and intelligence to inform decision making & drives digitalization and business solutions to attain NNI goals. Finance & Operations works closely across the organization to guide enterprise-wide resource allocations, investment choices, drive core operations and develop insights to drive growth and operational excellence across the value chain while innovating for future capabilities. Our focus on innovation ensures we're constantly building future capabilities.

We're responsible for regulating accounting, upholding workplace safety, managing our supply chain and sampling, supporting technological and data innovation, maintaining our facilities and assuring the integrity and completeness of all business transactions. At Novo Nordisk, you will have the opportunity to build a career in a global business environment. We encourage our employees to make the most of their talent, and we reward hard work and dedication with opportunities for continuous learning and personal development.

Are you ready to maximize your potential with us?

This high-visibility and high customer-touch role will be responsible for escalated incidents, requests from the IT Helpdesk, assisting our Executive Team and end users in multiple locations. Improve and create new IT processes to help streamline the business and elevate incidents to specialized support as required.

Reports to the Senior Helpdesk Manager, Information Technology.

• Provide desk-side and subject matter expert support for IT related services for employees in an office, clinical & research laboratory setting
• Support and troubleshoot system and network issues related to end-user, laboratory IT and VoIP equipment, according to standard operating procedures
• Recommend and test cost effective technical system improvements
• Drive IT projects and deliverables with the help of the Sr. IT Helpdesk Manager
• Proactively create corrective and mitigating steps to reduce future incidents and ticket volume
• Use an ITSM to manage all incidents and requests to ensure that work is completed to the customers satisfaction in a timely manner and according to the Service Level Agreements (SLAs)
• Collaborate with internal departments to improve/create processes
• Work with internal departments and external vendors to implement new applications, services to end users
• Participate in projects and act as a Subject Matter Expert for key technologies
• Contribute internal IT documentation and create technical bulletins to expand the knowledge base for handling support issues
• Assist users with activating and troubleshooting company-owned mobile devices
• Work directly with IT support teams for mission critical issues and adhere to department escalation policy
• Operate desktop imaging solution, application packaging and configuration settings
• Responsible for supporting audio and visual equipment for conference rooms and educating employees in its use
• Identify, evaluate, promote and implement customer support best practices
• Carrying a company issued mobile phone is required
• In partnership with other team members, lead the testing, configuration, installation and repair of IT related equipment
• Assist in configuring and maintaining Active Directory, Azure, Office 365 and VoIP accounts
• Provide training and mentorship to new IT Helpdesk Technicians
• Decommission hardware
• Configure and troubleshoot network printers
• Able to make some material decisions without consulting manager
• Participate in weekend on-call rotation on an as needed basis

0-10% overnight travel required;
Driver must maintain a valid driver’s license. Must be in good standing by not exceeding the Novo Nordisk points threshold assigned based on review of Motor Vehicle Records.;
Must be able to bend, stoop lift, push/pull and move heavy packages and record storage boxes weighing up to 50 lbs/ stand and walk continuously over an extended period of time.

• A B.S. or A.D. in Computer Science, Software Engineering, or equivalent work experience.
• A minimum of 3 years of relevant…