Senior IT desktop Technical Enduser Support Analyst
Cambridge, MA

Job Description

Job Description

At the Novartis Institutes for BioMedical Research (NIBR), our mission is to discover innovative medicines that treat disease and human health. To do that, our scientists need cutting-edge, state-of-the-art computing systems. NIBR is making a strategic investment into IT capabilities and is positioning itself to deliver the technology and services that are critical to the future of healthcare treatment and drug discovery. The IT organization furthers the goals of our research via a shared vision: science serves a higher purpose in improving human health.

Senior Technical Support Analyst - Cambridge, MA location

Job Mission:

The End User Services EUS team is an IT support organization. EUS embeds senior IT staff within various scientific groups to provide dedicated technical support for specific user communities. This role seeks technical support of a chemistry user community in our world-class research enterprise. In addition to serving as the first-point-of-contact for IT issues from our chemists, this position serves as a liaison that coordinates to the broader IT organization.

The ability to form strong working relationships with the users and a large IT group will be crucial to the success of this role. The ability to advocate and represent the community's needs to IT is critical, as is the ability to understand technology trends and support best practices. This individual will also be responsible for proactively identifying opportunities for improvement and communicating them. Success in this role is determined predominantly by user satisfaction, knowledge sharing, and influencing IT improvements.

Forming Relationships to Bridge Science and IT

If you have any research experience and you're the most technical person on your team, you're likely a perfect fit.

If you're an IT professional with experience in research industries, you're likely a perfect fit.

Ideal candidates are phenomenal customer service professionals. The ability to maintain excellent relationships with chemists at all levels of technical proficiency is more critical to success in this role than any technical skill.

This role will join a small high-performing team. We're often technical scientists or scientifically inclined technologists. Successful team members in this group tend to have a background in one specialty and strong interests in the other: scientific awareness and information technology.

Major Accountabilities:

* Serve as the primary IT contact for a predefined 200-person user community of research chemists.
* Establish working relationships with the user community
* Establish working relationships with the global IT staff
* Leverage those relationships to facilitate, optimize, and support reliable IT services
* Serve as a connector and liaison that assists the community in navigating the global IT organization
* Ensure technology and software are correctly installed, configured, and functioning
* Responsive trouble-shooting of modern software, operating systems, devices, systems or applications
* Ensure the community understands how to use relevant applications effectively
* Proactive identification and improvement of technology use in the organization
* Share learnings, knowledge, skills and trends with other technical staff

Employment Type

Regular