6,000 scientists and physicians around the world, the Novartis Institutes for BioMedical Research (NIBR) is the global pharmaceutical research organization of Novartis. Our research is focused on discovering innovative new drugs and life-saving therapies that will transform the practice of medicine and improve the lives of patients across the world.

At the Novartis Institutes for Biomedical Research (NIBR) an array of talents work together towards the same goal: to improve human health by creating ground-breaking medicines. Technology User Services (TUS), part of NIBR Informatics (NX), supports the NIBR mission by delivering exceptional support to our scientists and administrators.

Sr. Support Analysts work collaboratively to support our users, bringing the right expertise to provide timely, reliable, and innovative solutions. They spend time working in scientific labs and departmental locations to build relationships, understand the business, and assist with technology to support the work. They represent community needs to the broader NX organization and conversely share technology trends and solutions with the community. In addition to providing relationship-based support to designated communities, Sr. Support Analysts assist with day-to-day IT support (PC, Mac and mobile hardware, network, in-house and third-party software), and offer informational training sessions to the broader NIBR population.

This opportunity is located at the Novartis Cambridge site, and will not have the ability to be located remotely.

What will you be responsible for?
* Provide high-quality support services at walk up locations, in departmental offices and labs, and online to end users performing diverse roles and possessing varying degrees of technical skill
* Assist in developing and delivering end-user training and informational sessions
* Track and document work in Atlassian platforms (Jira Service Desk, Jira Software, Confluence)
* Develop and maintain expertise in technology used within NIBR, create and assist with maintenance of knowledge articles for support audience
* Leverage data to proactively identify trends, areas of improvement, and establish projects within areas of responsibility
* Coordinate small projects that streamline and/or expedite workflows across applicable teams within NIBR Informatics
* Adhere to and educate others on company Information Security & Risk Management standards, including security patching and incident response
* Demonstrate expertise in communication, collaboration, and efficient troubleshooting of technology issues
* Establish and maintain strong working relationships with end users and colleagues across NIBR to enhance end-to-end service delivery