Application Support Specialist; Custom Apps & Site Support

Overview

Application Support Specialist (Custom Apps & Site Support)  will support internally developed and custom external facing business applications with a primary focus on platforms supporting patient and healthcare provider operations. You will be the primary operational support resource and SME, partnering with business stakeholders, development teams, consultants, vendors, and internal IT teams to ensure issues, incidents, defects, and service requests are investigated, communicated, escalated, and resolved in alignment with operational standards.

You will also provide broader application support across the portfolio, including troubleshooting, user guidance, training, testing coordination, documentation, approved workarounds, and operational readiness activities to contribute to stability and user experience across supported platforms.

This role provides limited operational support for site level technology needs at the Portsmouth, New Hampshire office, serving as a local escalation point and operational backup for Regional and Site Technology Managers when required.

The ideal candidate will have strong analytical, organizational, and communication skills, the ability to develop deep functional expertise in priority applications, and the flexibility to support both enterprise application operations and local technology needs in a fast-paced global environment. This is a full-time, exempt position based in our Portsmouth, New Hampshire office, reporting to the Head of Global IT Support Services.

Primary Focus
- External & Custom Application Support

• Serve as a primary support resource and escalation point for internally developed and custom external facing business applications supporting patient and healthcare provider operations
• Triage, investigate, and coordinate resolution of application incidents, service requests, defects, and operational issues while assessing business impact and escalation paths
• Develop and maintain deep functional knowledge of supported application workflows, integrations, business processes, and user experience considerations
• Partner with business stakeholders, application owners, development teams, consultants, vendors, and internal IT teams to resolve issues, improve system reliability, and support continuous improvement initiatives
• Support testing, validation, release coordination, and operational readiness activities for enhancements, fixes, upgrades, and deployments
• Document and communicate root causes, reproduction steps, business impact, and proposed solutions to technical teams and stakeholders as needed
• Provide timely and professional user support, guidance, training, approved workarounds, and knowledge sharing through documentation, support procedures, and training materials

Secondary Focus
- General Application Support

• Assist in supporting Novocure's broader application portfolio by managing assigned tickets, troubleshooting issues, and coordinating escalations in line with established processes and SLAs
• Identify recurring issues, operational risks, and business-impacting incidents requiring escalation or cross-functional coordination

Tertiary Focus
- Site and Office Technology Support

• Serve as a local escalation point for technology related issues within the Portsmouth office when required
• Provide limited operational backup for site level technology needs, including workplace technology and conference room support
• Coordinate with Facilities, vendors, Regional and Site Technology Managers, and Global IT teams to support resolution of site related incidents and operational issues
• Assist with incident coordination and communication during high impact or time sensitive operational events

• Bachelor's degree in Information Systems, Computer Science, or equivalent relevant experience
• About 3-5 years of experience supporting custom or enterprise application systems
• Demonstrated experience serving as a primary operational support resource for critical business applications
• Ability to develop and maintain deep functional expertise in priority platforms while supporting a broader application portfolio
• Experience working with application vendors, consultants, development teams, and internal IT teams to troubleshoot issues and implement operational solutions
• Experience supporting applications within healthcare, life sciences, medical device, or other regulated industries preferred
• Exposure to workplace and office technology support environments preferred
• Strong application triage,…