Job Description

•Why Norstella? • Norstella unites market-leading companies that all have a shared goal of improving patient access. Each organization (Evaluate, MMIT, Panalgo, Citeline and The Dedham Group) delivers must-have answers for critical strategic and commercial decision-making.
Together, we help our clients:
• Assess the market need and competitive landscape
• Know precisely which drugs to prioritize in their portfolios
Find out where the launch difficulties will be--before they• 're difficulties
• Track and improve market access post-launch

By combining the efforts of each organization under Norstella, we can offer an even wider breadth of expertise, cutting-edge data solutions and expert advisory services alongside advanced technologies such as real-world data, machine learning and predictive analytics. At Norstella, we don't just deliver information and insights. We deliver answers you can act on.
The Technical Operations team deploys and maintains systems, hardware, software, and technology for all business units.
SCOPE OF ROLE Working closely with the IT team, in this role as IT Support - Service Now Specialist , you will work with the IT Helpdesk (hybrid support team) and deliver exceptional support to our colleagues through the helpdesk.
Reporting to the Service Delivery manager you will be responsible for issues and escalating where necessary and will be accountable for all visibility and reporting of ServiceNow tickets in the IT Global Support projects.
The Role: Specialize in the ServiceNow platform to assist with monitoring, reporting and remediation of ServiceNow tickets as part of the larger IT Global Support team.
To succeed in this role, you will:
• Identify trends in common issues and offer suggestions for mitigation
• Propose solutions to address complex problems
• Specialize in management of ServiceNow platform
• Monitor all support tickets and queues and push for remediation with owners
• Identify and implement new technologies for automation of manual tasks
• Support integration following corporate acquisitions
• Work closely with internal stakeholders and third-party vendors to complete projects
• Maintain a learning mindset
• Hardware setup and configuration
• Software setup and troubleshooting
• Joiners and Leavers support

You will ensure that your role is carried out through efficient time management and by providing a high level of quality.
You are a confident individual, able to work with the IT Support team and deliver a high-quality service to our colleagues. Given that you will be working with colleagues directly, good communication skills are critical.
Relevant Skills and Experiences • Experience with using ServiceNow platform
Produce reports/metrics on Service Now SLA• 's for Incidents and Requests
• Identify Service Now improvements
• Maintain and monitor ticket efficiency
• Assist in allocation and resolution of Service Now tickets
• Microsoft Windows/macOS
• Microsoft 365 Platform (Exchange, Teams, OneDrive, SharePoint, etc)
• Azure Platform (Azure AD, Azure Virtual Desktop, Intune, etc)
• Service Desk Implementation and Management
• MDM Platform Management
• Process Improvement and Automation
• Create Detailed Documentation, Provide Clear and Effective Communication
• Maintain Knowledge Base, Both for Internal Use (Teammates) and External Use (End Users)
• Able to deliver and participate in projects
• Problem management experience
Configuration Management Database (CMDB)
•



The guiding principles for success at Norstella:
01: Bold, Passionate, Mission-First We have a lofty mission to Smooth Access to Lifesaving Therapies, and we will get there by being bold and passionate about the mission and our clients. Our clients and the mission we are trying to accomplish must be at the forefront of our minds in everything we do.
02: Integrity, Truth, Reality We make promises that we can keep and goals that push us to new heights. Our integrity offers us the opportunity to learn and improve by being honest about what works and what doesn't. By being true to the data and producing realistic metrics, we are able to create plans and resources to achieve our goals.
03: Kindness, Empathy, Grace We will empathize with everyone's situation, provide positive and constructive feedback with kindness, and accept opportunities for improvement with grace and gratitude. We use this principle across the organization to collaborate and build lines of open communication.
04: Resilience, Mettle, Perseverance We will persevere even in difficult and challenging situations. Our ability to recover from missteps and failures in a positive way will help us to be successful in our mission.
05: Humility, Gratitude, Learning We will be true learners by showing humility and gratitude in our work. We recognize that the smartest person in the room is the one who is always listening, learning, and willing to shift their thinking.