Advanced Business Analyst I - Service Delivery

Novo nordisk
Karnataka, India
Competitive salary
16 Sep 2020
19 Sep 2020
Job role
Business analyst, CFO
Does your motivation come from challenges and working in a dynamic environment? Is your ambition to create visible results? Are you enthusiastic about understanding the business and bringing attention to key business challenges? Then we might have the right position for you.

About the departmentGlobal IT India is a team of 400+ highly skilled IT professionals located in Global Business Service (GBS) Bangalore. The strategic objectives of Global IT India are to support growth in a cost-effective manner and provide flexible working models and to enhance focus on operational excellence. Global IT India provides various IT services across Novo Nordisk, the services include, system management, project management, infrastructure management, compliance management, IT security management, process management and vendor management.

The position The position holder acts as a Single Point of Contact for all services anchored under ITSS Admin Services. Moreover, you will be responsible for overseeing the day-to-day activities and to ensure stakeholders receive the support they require. The role is combination of service management, operations management and process management. Further, the position holder monitors operations to make sure requests are addressed in a timely manner, as well as serving as liaison to stakeholders and involves in building customer relationships at a senior level.

In addition to the above activities, you will be accountable for administrative service function that processes a large volume of service requests each day. Besides smooth operations you will be responsible for SLAs being met and customers of the services are happy with the support they are receiving. Furthermore, the position holder must be enthusiastic and able to work independently and should be proficient in escalation management, communication management and performance monitoring.

In addition to providing continuous improvement, you have to ensure compliance and quality of deliverable, process improvement, customer satisfaction and transparency. In brief you will be responsible for the delivery of services by the ITSS Admin Services to the Global IT Organisation.

Qualifications We Expect you to hold the below skills and knowledge.
  • MCA, M.Sc., B.SC. or similar graduate degree in relevant field (Computer Science or Engineering)
  • Min 5+ years of experience in working in a service level-based organization preferably in the IT Service Management domain
  • Min 4+ years in IT Service Delivery Management with the accountability of service portfolio and performing RCAs, CAPA and any other relevant IT quality assurance activities
  • Preferred industry recognized ITIL and ISO quality management certification
  • Should have managed IT user accesses of vendors and reviewing user accesses periodically
  • Ability to manage lifecycle of IT users from joining till leaving and their training compliance
  • Should have good experience in managing archival of process documents , Onboarding of new joiners and creation of survey requests in the IT organisation
  • Excellent communication skills in English both written and oral
  • Ability to prepare and present concise presentations, leveraging appropriate balance of text graphics and data to convey meaningful messages
  • Ability to lead and motivate team to plan and execute projects to implement departmental initiatives
  • Ability to project resource needs and plan appropriately to meet project and operational goals
  • Should have knowledge on ITIL (IT Infrastructure library) framework and principles
  • Good knowledge of GxP or other Regulatory /IT Quality Management requirements
  • Good to have ITIL certification (Practitioner or Intermediate) on Service Delivery
  • Good knowledge and experience with regulatory requirements (e.g. GMP, 21 CFR part 11) is preferred
  • Large degree of flexibility and the ability to work under strong time pressure
Working at Novo NordiskAt Novo Nordisk, decisions and actions are based on their positive impact on society, the environment and on their potential to generate a profit. That makes for a responsible culture with a healthy and engaging working environment.

Contact For further information, please contact Bincy Mathew at

Deadline15 September 2020.

Millions rely on usTo work for Novo Nordisk you will need the skills, dedication and ambition to change lives for the better for millions of patients living with diabetes and other chronical diseases. In exchange, we offer the chance to be part of a truly global workplace, where passion and engagement are met with opportunities for professional and personal development.

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