Facility: Digital & IT
Location:
Lexington, MA, US
About the Department
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?
The Position
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 escalate incidents to specialized support as required.
Relationships
Reports to the Senior Helpdesk Manager, Information Technology.
Essential Functions
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)
Manage Exchange Online including mailboxes, distribution groups, calendars
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
Physical Requirements
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.
Qualifications
A B.S. or A.D. in Computer Science, Software Engineering, or equivalent work experience.
A minimum of 3 years of relevant experience.
Experience with working in the pharmaceutical industry and regulated environments
Ability to handle multiple tasks in a fast-paced environment with strong attention to detail
Expert knowledge of Microsoft Operating systems
Strong experience working with local Active Directory and Azure
Ability to present formal and informal training and assistance to end users
Apple iOS Systems
Working knowledge of the administration of Microsoft Office 365 application suite
Ability to find creative and “out-of-the-box” solutions to incidents and requests
Ability to provide clear and logical thought processes to identify root causes of incidents
Expert knowledge in the installation, configuration, upgrading, and troubleshooting hardware and software components
Experience working with enterprise Anti-Virus technologies
Able to work with people to establish goals, objectives, and change management plans
Experience in installing and configuring Windows based applications using a software distribution tool
Experience in working with enterprise Mobile Device Management technologies
Working knowledge and understanding of network technologies such as TCP/IP, DNS, DHCP, VPN, routers, and switches
Ability to understand and adhere to systems security and control procedures in accordance with departmental, and corporate standards
Demonstrated skills in time management, scheduling, and task prioritization to meet deadlines and goals
Desire to learn new technologies
Outstanding customer service provider
Exceptional interpersonal skills for written, and face to face communications
Advanced experience within the Office 365 Admin Center and AzureAD with an emphasis in Exchange Online Administration and troubleshooting
Demonstrated project management skills
ServiceNow experience a plus
The base compensation range for this position is $70,400 to $123,200. Base compensation is determined based on a number of factors. This position is also eligible for a company bonus based on individual and company performance.
Novo Nordisk offers long-term incentive compensation and/or company vehicles depending on the position's level or other company factors.
Employees are also eligible to participate in Company employee benefit programs including medical, dental and vision coverage; life insurance; disability insurance; 401(k) savings plan; flexible spending accounts; employee assistance program; tuition reimbursement program; and voluntary benefits such as group legal, critical illness, identity theft protection, pet insurance and auto/home insurance. The Company also offers time off pursuant to its sick time policy, flex-able vacation policy, and parental leave policy.
We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.
At Novo Nordisk, we're not chasing quick fixes – we're creating lasting change for long-term health. For over 100 years, we've been driven by a single purpose: to defeat serious chronic diseases and help millions of people live healthier lives. This dedication fuels our constant curiosity and inspires us to push the boundaries of what's possible in healthcare. We embrace diverse perspectives, seek out bold ideas, and build partnerships rooted in shared purpose. Together, we're making healthcare more accessible, treating and defeating diseases, and pioneering solutions that create change spanning generations. When you join us, you become part of something bigger – a legacy of impact that reaches far beyond today.
Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.
If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.
