Description:
Application Support Specialist (Custom Apps & Site Support)
At Novocure, every role contributes to extending the lives of people living with cancer. As an Application Support Specialist you will be responsible for supporting internally developed and custom external facing business applications with a primary focus on platforms supporting patient and healthcare provider operations. This role serves as a primary operational support resource and subject matter contact, partnering with business stakeholders, development teams, consultants, vendors, and internal IT teams to ensure issues, incidents, defects, and service requests are effectively investigated, communicated, escalated, and resolved in alignment with Novocure’s operational standards. In addition to supporting priority external applications, the Application Support Specialist will provide broader application support across Novocure’s application portfolio, including troubleshooting, user guidance, training, testing coordination, documentation, approved workarounds, and operational readiness activities. This role will contribute to application stability, continuous improvement initiatives, and overall user experience across supported platforms.
This role will also provide 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 possess 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 within 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.
What You’ll Do
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 appropriate escalation paths
- Develop and maintain deep functional knowledge of supported application workflows, integrations, business processes, and user experience considerations
- Partner closely 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 application enhancements, fixes, upgrades, and deployments
- Clearly 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 the creation and maintenance of application 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 accordance with established support processes and service level expectations
- 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 support 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
About You
- Bachelor’s degree in Information Systems, Computer Science, or equivalent relevant experience.
- About of 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, troubleshooting, root cause analysis, and incident coordination skills
- Ability to translate business processes and user needs into technical understanding, operational solutions, and support documentation
- Proven customer service mindset with strong written and verbal communication skills across technical and non technical audiences
- Strong organizational and time management skills with the ability to prioritize work based on business impact, operational urgency, and competing priorities
- Experience contributing to training materials, operational procedures, functional documentation, and knowledge base content
- Working knowledge of workplace and office technology support, including conference room and collaboration technologies
- Ability to act as a calm, reliable escalation point during incidents and high impact operational events
- Strong analytical, problem solving, and continuous process improvement skills
- Ability to build and maintain effective working relationships with global and regional business and IT stakeholders
- Demonstrated cultural awareness and sensitivity when working with geographically diverse teams
- Self motivated, adaptable, and persistent in driving issues through to resolution while contributing effectively within a collaborative team environment
Other:
- Expected to be available to respond to emergency site events.
- Ability to occasionally move or lift standard office technology equipment up to 25 pounds
What We Offer
This pay range which Novocure expects to pay for this role at the time of this posting is $85,000 - $105,000/yr. This position may also be eligible for an annual bonus and restricted stock unit grant in addition to a full range of benefits. Individual compensation within this range depends on a variety of factors, including, but not limited to, prior education and experience, job-related knowledge and skills demonstrated.
NOVOFLEX
We offer a flexible, trust-based hybrid working model for most of our office-based roles. Employees are asked to be in the office an average of three days per week, with the flexibility to choose which days’ work best for them. We understand that life is not always predictable, so if you need to adjust your schedule, such as leaving early or starting late occasionally, we trust you to balance your time in a way that works for both you and Novocure.
About Novocure:
Novocure is a company with a powerful mission, to extend the lives of people living with some of the most aggressive forms of cancer. Here your work will have a direct impact on patients and those who care about them. Join a team of passionate, collaborative people who support each other, challenge one another, and innovate together. Here, you’ll connect, grow, and make a real difference. We’re a company with the drive of a startup and the strength that comes with 25 years of success.
Novocure operates at a rare crossroad, where advanced medical technology converges with cutting-edge biotechnology. We are the only company to develop and commercialize Tumor Treating Fields (TTFields), a proprietary, groundbreaking therapy designed to disrupt cancer cell division. With us you will find a unique combination of laboratory research work alongside engineering development of advanced technologies. This fusion of disciplines positions us as true pioneers in oncology innovation, leading a new frontier in the treatment of aggressive cancers.
Our patient-forward values
– innovation
– focus
– drive
– courage
– trust
– empathy
Novocure is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state, or local law. We actively seek qualified candidates who are protected veteran and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
