IT Application Analyst

Facility:  Information Technology & Telecom

West Lebanon, NH, US

About the Department     

Site New Hampshire, located in West Lebanon, is where Novo Nordisk’s life-saving treatments are brought to life. Our manufacturing facility produces a global supply of our hemophilia and growth hormone product lines, as well as our next generation of cutting-edge medications. It’s not your average production site – it’s a tight-knit, supportive community working together to contribute to a better tomorrow for our patients. Ethics and quality are held in the highest regard, and a patient-focused mindset guides everything we do. We’re looking for individuals who are self-starters with a strong work ethic to join our team. At Novo Nordisk, you will find opportunities, resources and mentorship to grow and build your career. Are you ready to realize your potential?


The Position

Provide support and drive initiatives for design, enhancements, implementation, rollout, and testing of Manufacture & Laboratory Business Applications, including IT operations and maintenance of client/server hardware, software, and network. Applies systematic problem solving, identifying, and assessing technological solutions, troubleshooting, and solving problems.



Reports to: According to the organizational chart


Number of subordinates with direct/indirect referral: n/a


Essential Functions

  • Oversees all tickets originated from Site New Hampshire, focusing on fast and effective support. Prioritizes and escalate as needed, based on Impact and Urgency
  • Resolution of 2nd and 3rd level support tickets and activates covering Manufacture & Laboratory Business Applications and relevant hardware in the field
  • Actively collaborate with manufacture, laboratory, and production planning team to anticipate and mitigate potential problems to ensure application readiness and optimal use to support production plans. Liaison follow-up on application inquiries, incidents, problems, changes, that may affect production performance. Communicating with team and management on issues and provides timely statuses/follow-up
  • Work in partnership with System Managers and SMEs to helps solve application and system issues. Ensuring deep understanding of how the systems work and perform troubleshooting systems, responding to assistance requests and handling technical issues
  • Provide support and drive initiatives as needed in design, enhancements, implementation, rollout, testing Manufacture & Laboratory Business Applications, including process improvement and problem solving by applying Lean mindset and tools
  • Participate on IT Validation and Qualification testing activities covering Computer Systems, Computerized Equipment and IT Infrastructure, including disaster recovery testing
  • Work in collaboration with local and Global IT support to resolve and document IT services, incidents, problems, and changes
  • Responsible for maintaining IT Knowledge Base articles covering frequent asked questions, workarounds, and problem resolution
  • Responsible for purchasing new hardware/software, including testing and documentation of all new operating systems, software, and hardware prior to rollout
  • Responsible for IT Asset Management and Life Cycle management, maintaining the records updated trough out its life cycle and ready to use anytime
  • Training of PC Support Technician, Super Users, and Consultants
  • Responsible for applying, facilitate, implement, and maintain visual management and metrics to demonstrate performance and stability of relevant processes in the area, identify and propose improvements and corrections applying cLEAN tools such A3’s and process mapping
  • Acts as a resource on department and site projects and meets milestones per Project Plans
  • Other duties as assigned
  • Performs all job duties and responsibilities in a compliant and ethical manner and in accordance with all applicable healthcare laws, regulations, and industry codes
  • Incorporates the Novo Nordisk Way and 10 Essentials in all activities and interactions with others


Physical Requirements

  • Domestic and international travel will vary based on business need and travel restrictions.
  • This position may lift up to 33lbs/15kg occasionally, and/or up to 10 pounds frequently or constantly to lift, carry, push, pull or otherwise move objects.
  • Repetition including substantial movement of wrists, hands, and or fingers.
  • The ability to speak, listen, and understand verbal and written communication.
  • The ability to stoop, kneel, crouch, reach, stand, and walk.
  • The ability to push, pull, lift, finger, and grasp.
  • Visual acuity to perform close activities such as: reading, writing, and analyzing; operating a motor vehicle or heavy equipment, and to determine the accuracy, neatness, and thoroughness of work assigned or to make general observations.
  • The working environment includes a variety of physical conditions including noise, inside and outside conditions including temperature changes; atmospheric conditions including odors, fumes, and dust.



  • Education and Certifications:
    • AA or BS in Computer Science or IT
    • ITIL certified, preferred
    • HDI CSR certified, preferred
    • CompTIA A+ and/or Network +, preferred
  • Work Experience:
    • Five (5) years IT related experience with AA degree or Three (3) years with BS Degree
  • Knowledge, Skills, and Abilities:
    • Excellent skills on interpersonal commutations and relationship management to collaborate in a team environment
    • Strong knowledge on IT Service Desk processes, routines, and operating platform (e.g. ServiceNow)
    • Excellent knowledge on IT Support, demonstrating customer service mindset, empathy, patience, and understanding
    • Strong IT Knowledge, demonstrating ability to handle most situations independently and with minimal guidance; able to identify better practice and create improvements in methods, techniques, approaches, etc.
    • Excellent knowledge on IT technical documentation, able to apply SME knowledge to create, review, and approve Technical design diagrams and specifications, data flow, workflow, and functional diagrams
    • Strong knowledge on IT Infrastructure architecture and network
    • Strong abilities to deal with complexity and ambiguity


We commit to an inclusive recruitment process and equality of opportunity for all our job applicants.


At Novo Nordisk we recognize that it is no longer good enough to aspire to be the best company in the world. We need to aspire to be the best company for the world and we know that this is only possible with talented employees with diverse perspectives, backgrounds and cultures. We are therefore committed to creating an inclusive culture that celebrates the diversity of our employees, the patients we serve and communities we operate in. Together, we’re life changing.


Novo Nordisk is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, protected veteran status or any other characteristic protected by local, state or federal laws, rules or regulations.


Novo Nordisk requires all new hires to be fully vaccinated against COVID-19 prior to the first date of employment. As required by applicable law, Novo Nordisk will consider requests for reasonable accommodation.


If you are interested in applying to Novo Nordisk and need special assistance or an accommodation to apply, please call us at 1-855-411-5290. This contact is for accommodation requests only and cannot be used to inquire about the status of applications.