Application Support Specialist (Custom Apps & Site Support)As a Application Support Specialist you will be responsible for providing application support with a primary focus on the MaxPoint platform. This role serves as an internal point of contact and subject-matter resource for MaxPoint support, ensuring issues are triaged, investigated, and resolved efficiently and in alignment with Novocure's standard of excellence.
The Application Support Specialist will also backup other members of the Application Support team by providing support across Novocure's application portfolio, assisting users with incident resolution, training, documentation, and approved workarounds.
This position requires strong analytical skills, the ability to develop deep functional expertise in priority applications, and the flexibility to support both global application needs.
This is a full-time, exempt position based in our Portsmouth, NH office, reporting to the Head of Global IT Support Services.What You'll DoPrimary Focus - MaxPoint Application Support
- Act as a support resource and escalation point for the MaxPoint application
- Triage, analyze, and resolve MaxPoint-related incidents, requests, and defects
- Develop and maintain deep functional knowledge of MaxPoint workflows, integrations, and business use cases
- Partner closely with business stakeholders, application owners, vendors, and solution architects to resolve issues and improve system reliability
- Support testing, validation, and rollout of MaxPoint enhancements, fixes, and updates
- Triage incoming application tickets as needed, identifying missing information and assessing impact and effort
- Supporting employees on site
- Analyze assigned tickets to determine root cause and appropriate resolution paths
- Provide timely, professional guidance and training to business users as needed
- Manage assigned workload and priorities while adhering to internal SLAs
- Clearly communicate root causes, reproduction steps, and proposed solutions to development and architecture teams
- Contribute to application documentation, training materials, and knowledge base content
- Support testing, validation, and release activities for applications as needed
- Assist with incident coordination and communication during high-impact or time-sensitive issues
About You- Bachelor's degree in Information Systems, Computer Science, or equivalent relevant experience.
- About of 3-5 years of experience supporting custom or enterprise application systems
- Demonstrated experience serving as a primary support owner for a critical business application
- Ability to develop and maintain deep functional expertise in priority platforms while supporting a broader application portfolio
- Experience working with application vendors and internal technical teams to troubleshoot issues and implement solutions
- Background and experience in the Healthcare / Life Sciences industry preferred
- Familiarity with SAP or other ERP systems is a plus but not required
Knowledge & Skills- Strong application triage, troubleshooting, and root-cause analysis skills
- Ability to translate business requirements into technical understanding and support documentation
- Proven customer-service mindset with the ability to communicate effectively with technical and non-technical users
- Experience contributing to training materials, functional documentation, and knowledge base articles
- Strong time-management skills with the ability to prioritize work based on business impact
- Ability to act as a calm, reliable escalation point during incidents
- Strong analytical, problem-solving, and business process improvement skills
- Ability to build and maintain strong relationships with global and regional user groups
- Cultural sensitivity when working with colleagues across regions
- Clear, professional written and verbal communication skills
- Goal-directed, self-motivated, and persistent in driving issues through to resolution
What We OfferThis pay range which Novocure expects to pay for this role at the time of this posting is $85,000 - $105,000/yr. This position may also be eligible for an annual bonus and restricted stock unit grant in addition to a full range of benefits. Individual compensation within this range depends on a variety of factors, including, but not limited to, prior education and experience, job-related knowledge and skills demonstrated.
NOVOFLEX
We offer a flexible, trust-based hybrid working model for most of our office-based roles. Employees are asked to be in the office an average of three days per week, with the flexibility to choose which days' work best for them. We understand that life is not always predictable, so if you need to adjust your schedule, such as leaving early or starting late occasionally, we trust you to balance your time in a way that works for both you and Novocure.
