Summary

Novartis is unable to offer relocation support for this role: please only apply if this location is accessible for you.

#LI-Hybrid

The purpose of this role is to design customer interactions and touchpoints with Novartis technology in order to optimize the customer experience and maximize value.

About the Role

Your key responsibilities:

• Design customer interactions and touchpoints with Novartis technology in order to optimize the customer experience and maximize value. Design End User Service Model, interaction and visual design
• Create an internal view of how people and technologies interact by providing human factors technical expertise on topics such as advanced user-interface technology development, taking into account human design considerations and providing information about requirements, needs, fatigue, ergonomics and usability of interfaces
• Utilize User Focused Design methodology to design the holistic customer experience acknowledging all relevant touchpoints. Build holistic end to end understanding of customer touchpoints
• Communicate and envision service concepts and ideas using standard methods that illustrate all the components and touch-points of the customer experience
• Apply innovative approaches to design, using creative facilitation techniques in collaborative co-creation workshop settings
• Explore and test new opportunities to improve customer experience and drive value. Collaborate with external service design partners
• Measure and analyze key emotional indicators, usability, and key performance indicators to identify areas for further design improvement
• Engage with internal and external communities for user insight. Accountable to ensure adherence with Security and Compliance policies and procedures within Service Design scope
• Identify, recommend, and implement technologies and governance policies which may further advance operational efficiencies of the O365 services and minimize the security risks within the platforms and services
• Work with O365/cloud service providers to drive roadmaps and deliver solutions necessary to meet internal requirements, particularly in the areas of governance, security & compliance, and eDiscovery.

• 8 years of broad IT experience in an enterprise environment. In-depth knowledge of infrastructure, systems management and application architecture. Working in a global environment with multiple site installations. Working on applications with user populations in the 1000's Working with globally dispersed team members
• Experience reviewing SharePoint applications for quality, performance, security and maintainability. In addition to managing remediation efforts for SharePoint applications
• Good understanding of various O365 services like SharePoint, OneDrive, Teams, PowerApps, Flow, Mailboxes & Groups, Cloud App security, Device management etc.
• Good understanding of Azure Conditional Access policies, eDiscovery services, AIP, and AAD P1 tools and experience in implementing same across various O365 services
• Scripting knowledge using PnP, Graph APIs, PowerShell etc. to build automations around the O365 services and for governance and other Hybrid setups.