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Incident and Problem Manager - Business Analyst Bengaluru India,  

Novo Nordisk (company)

Posted on : 10 April 2017

Project Description

Job description
  • Our company is one of the world s most successful pharmaceutical companies and with a strong growth potential.
  •  Corporate IT India is the unit responsible for several global IT systems at our company  including the operation, maintenance, support and development of these systems. 
  • Our people have a unique combination of IT insight and the ability to navigate many agendas and stakeholders. Are you up for the challenge?

About the department
  • In Regulatory Solution, part of the R&D IT area, a portfolio of GxP & business critical applications is being managed and supported. 
  • These applications are among the most critical IT systems in our company  and they are used 24x7 by thousands of users worldwide. 
  • R&D IT works closely with System managers, QC/QA, subject matter experts and within the company  IT organisation in Denmark and India.

The Position
The position holder will be working as a business analyst on the company  Regulatory System Labeling on Line in Affiliates  (LOLA), with a focus on management of system, compliance, maintenance, support, validation and documentation. You will work closely with Line of business, peer system managers, system administrators, project managers, business analysts and vendors.

Key objectives
  • Provide world-class support in management of LOLA system to company  users worldwide Improve support, by contributing with improvements and workarounds
  •  Ensure close collaboration with the Danish and other support organisation 
  • Participate in work related to implementation of system enhancements

The tasks
The job entails a broad range of system management activities:
  • Responsible for the delivery of system & support services and ensuring that they meet LOB requirements in coordination with system managers
  • Manage the incident and problem management process for assigned systems; communicate with customers, service providers and system managers
  • Co-ordinate day-to-day execution of incident and problem management and resolve as defined by business processes 
  • Ensure incident management KPIs, e.g. resolution time, in the service level agreements with line of business are fulfilled 
  • Communicate with external vendors to ensure timely resolution of incidents and problems
  • Complete management information and reporting on a regular basis; create, analyse and distribute incident and problem management reports 
  • Monitor the effectiveness of the incident and problem management process and make recommendations for improvements in methods approach and identify better practice 
  • Perform urgent system configurations based on LoB requirements Prepare and Update training material, e-Learning and user manuals
  • Strong GxP knowledge is required.Manage the system budget and keep stakeholders updated as required

  • The ideal candidate holds a master degree or similar graduate degree in relevant field (Computer Science or equivalent) and has a proven track record with strong experience in providing ITIL-based support on systems in relation to e.g. the pharmaceutical industryStrong GxP knowledge is required
  • Experience in pharma industry is preferableYou have excellent communication skills in English and you are comfortable working with different cultures
  • As a person you are structured, business oriented, outgoing and a natural team player In-depth knowledge of ITIL, Incident, Problem and Change Management processes
  • Experience from working in a project oriented, international matrix organisation 
  • You are able to manage relations (across hierarchies) and have a strong ability to collaborate and communicate
  • Understand business complexities and different perspectives of the same
  • Experience within Regulatory work processes and Graphic Designing are a plus.
  • Experience from working in a service level based organisation and managing service level agreements with customers and vendors High degree of flexibility and good interpersonal skills
  • Ability to collaborate and communicate with external parties, primarily with customers, vendors and consultants in multiple geographies and time-zones  
  • Min. 3-5 years of experience with IT project work or 3-5 years of IT experience covering specification, design, development or implementation of IT solutions 
  • Min. 3-5 years of experience within the pharmaceutical or other relevant industry, combined with general business understanding or 3-5 years of experience within operation and maintenance of IT systems in large organisations 
  • Min. 3-5 years of experience working with GxP requirements  


India Bangalore

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