Job Description

Department: LAPS Operations & Release, Enterprise IT & Quality

Location- Bangalore

Your impact begins here

As System Analyst, you will keep the laboratory applications across our LAPS portfolio running reliably for the people who use them every day. You will resolve support tickets, guide users through issues, monitor system performance and protect data integrity in a regulated GxP environment. By spotting recurring patterns and improving how support works, you will help laboratory teams spend less time on system issues and more time on the work they are there to do.

What you’ll bring

You are a hands-on support professional who enjoys getting to the root of a problem and keeping users informed along the way. You will bring:

• A bachelor’s degree.
• 3–6 years of experience in application support, production support or IT operations.
• Experience supporting business-critical applications in a regulated environment, with an understanding of GMP/GxP controls, change management and release governance.
• Hands-on experience managing incidents, service requests, problem management and production support activities.
• Familiarity with ITIL practices and working in SLA- and KPI-driven support organisations.
• Experience with ticketing and work management tools such as ServiceNow, Jira, Azure DevOps or similar.
• Strong troubleshooting, incident coordination and stakeholder communication skills, and the ability to analyse and solve issues in a timely, structured way.
• Leverage AI and automation to streamline support operations, accelerate issue resolution, and improve operational efficiency.
• Strong personal drive, an ownership mindset and a focus on continuous improvement, automation and operational efficiency.
• Cultural sensitivity, curiosity and good interpersonal skills for working with colleagues across locations.

Useful, but not essential:

• Exposure to LabWare/LIMS or similar laboratory systems.
• Exposure to release planning, deployment support, hypercare and operational readiness activities.
• Basic scripting or automation experience to streamline support and operational processes.

What you’ll do

Your work covers the full range of support for the global systems in LAPS – from the first ticket to the report that shows what needs to change.

• Ticket management: Handle incoming support requests in the ticketing system, prioritise and categorise them by urgency and impact using predefined metrics, and follow up with users to confirm resolution and close tickets.
• Technical support: Troubleshoot functional issues, routine operations, role-based access, interfaces and system performance, guide users through fixes or alternatives, and escalate complex problems to development teams.
• User training and documentation: Work with subject matter experts to create and maintain user manuals, training materials and knowledge base articles, and run onboarding and refresher sessions for users.
• System monitoring and maintenance: Track and analyse performance data to identify trends and recurring issues, and coordinate scheduled maintenance and software updates with minimal disruption to lab activities.
• Data management and reporting: Maintain data integrity through periodic audits, and create and present reports on ticket resolution, recurring issues, escalation rates, user satisfaction and application usage.
• Continuous improvement: Evaluate current support processes and tools, gather user feedback, stay up to date on laboratory application technology and propose changes that improve the user experience.

Who you’ll work with

You will join the support team for the LAPS portfolio in Enterprise IT & Quality, where colleagues work across the Novo value chain, staying close to stakeholders and helping deliver trusted technology, high quality and responsible ways of working.

Every day, you will be in close contact with laboratory staff, end users and super users. You will also work alongside:

• Problem and Incident Managers, on resolving issues, joining incident reviews and spotting patterns that need long-term fixes.
• IT development teams, on complex technical issues and enhancements.
• System managers, to keep each application running smoothly.
• Other support teams, sharing knowledge and coordinating so that users get consistent help.
• Management, who rely on your status updates and reports on ticket metrics, trends and user feedback.

Through regular status updates and shared problem-solving, you will help keep priorities clear and issues moving rather than stalling.

What you can expect here

You will work in a regulated, international environment where quality and patient safety are never compromised and where your expertise is valued. You will build your skills through hands-on work across laboratory systems, by learning from experienced colleagues and subject matter experts, and through relevant learning offerings.

Your ideas count. You will be encouraged to speak up when processes can work better, test new ways of working, including automation, and see your improvements make a difference for users. You can expect clear performance expectations and the support to grow as the LAPS portfolio develops.

Start now

Your impact begins today. If you are ready to keep laboratory systems running reliably and make support better with every ticket, apply for the System Analyst role by 15 October 2026

Location: Bangalore

Work Mode: Hybrid (3 days)

Application Deadline- 15 October 2026

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