Summary

Contribute to the day-to-day management of a set of systems, tools or applications, ensuring their stability and integrity, while meeting customer service levels.

About the Role

Roles and Responsibilities:

• Manage the delivery of one or more systems, tools or applications and ensure their stability, integrity and business continuity.
• Ensure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs.
• Identify, investigate, and resolve incidents, report on incidents and review findings with key stakeholders.
• Address problems by driving identification of root causes and prevention of recurrences.
• Ensure that an up-to-date asset inventory is maintained and only authorized components are used coordinate configuration management database changes and /or ensure that configuration items are identified, accounted, reported, verified and audited.
• Ensure proper user and access management.
• Ensure adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders.
• Support Service / Solution Operations Manager in technical topics -Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt -Distribution of marketing samples (where applicable)

• Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline
• 10+ years of IT experience, knowledge of the HR function and processes is must
• 2 end-to-end projects, with at least one leading a workstream for a module or 3-5 years of support experience in Workday configuration and implementation. In this role, you will assist the team to implement the project and help out with the transitioning from the current setup of SAP HR
• Travel up to 25% through key deployment lifecycle activities
• Experience in all phases of the technology implementation lifecycle (requirements gathering, design, build, go-live, testing)
• Experience leading requirements gathering workshops or facilitating meetings
• Ability to interact at all levels of the organization
• Ability to manage work, lead as necessary and mentor team members
• Ability to do business consult independently and take decisions
• Strong problem solving and troubleshooting skills with the ability to exercise mature judgment
• Excellent interpersonal skills along with strong written and verbal communication and the ability to communicate effectively to non-technical audiences as well as senior technical personnel. The individual should have the ability to work effectively as an individual or in a team environment.
• Excellent teamwork and interpersonal skills
• Experience as a Client of Workday through an implementation