Application Support Specialist Job SummaryA the
Application Support Specialist you will be responsible for supporting internally developed applications, custom external-facing business applications, and third-party enterprise platforms.
This role serves as a primary operational support resource, collaborating with business stakeholders, development teams, consultants, vendors, and internal IT teams to ensure that incidents, defects, service requests, and other application issues are effectively investigated, tracked, communicated, escalated, and resolved in accordance with Novocure's operational standards.
In addition to supporting priority applications, you will provide broader support across Novocure's application portfolio. Responsibilities include troubleshooting, user guidance and training, testing coordination, documentation, implementation of approved workarounds, and operational readiness activities.
The role contributes to application stability, continuous improvement, and an effective user experience across supported platforms.
The ideal candidate will have strong analytical, technical, organizational, and communication skills, as well as the ability to develop deep functional expertise in priority applications within a fast-paced, global environment.
This is a full-time, exempt position based in our Portsmouth, New Hampshire office. The role follows a hybrid schedule, requiring onsite attendance one to three days per week, depending on business and operational needs. The position reports to the Lead, Application Support.
Responsibilities- Serve as a primary support resource and escalation point for internally developed applications, custom external-facing applications, and third-party enterprise platforms, including applications supporting patient and healthcare provider operations.
- Manage assigned tickets and triage, investigate, and coordinate the resolution of application incidents, service requests, defects, and operational issues in accordance with established support processes and service-level expectations.
- Develop and maintain deep functional knowledge of supported application workflows, integrations, business processes, and user experience considerations.
- Partner closely with business stakeholders, application owners, development teams, consultants, vendors, and internal IT teams to resolve issues, improve system reliability, and support continuous improvement initiatives.
- Participate in application projects, enhancements, upgrades, and go-lives by supporting testing, validation, release coordination, operational readiness, knowledge transfer, and the transition to ongoing application support.
- Clearly document and communicate root causes, reproduction steps, business impact, and proposed solutions to technical teams and business stakeholders.
- Provide timely and professional user support, guidance, training, and approved workarounds.
- Create and maintain application documentation, support procedures, knowledge base content, and training materials to promote knowledge sharing and consistent support.
- Identify recurring issues and operational risks, assess their business impact, and coordinate appropriate escalations across teams.
- Support continuous improvement by identifying opportunities to strengthen application stability, support processes, and the overall user experience.
About you:- 3+ years of experience supporting custom, external-facing, or enterprise business applications in a corporate environment.
- Demonstrated experience serving as a primary operational support resource for critical business applications.
- Ability to develop and maintain deep functional expertise in priority platforms while supporting a broader application portfolio.
- Experience working with application vendors, consultants, development teams, and internal IT teams to troubleshoot issues and implement operational solutions.
- Experience supporting applications in healthcare, life sciences, medical devices, or another regulated industry is preferred.
- Bachelor's degree in Information Systems, Computer Science, Business Technology, or a related field, or an equivalent combination of education and relevant professional experience, preferred.
- Strong application triage, troubleshooting, root cause analysis, and incident coordination skills.
- Ability to translate business processes and user needs into practical support solutions and clear technical documentation.
- Strong customer service orientation, with effective written and verbal communication skills for both technical and nontechnical audiences.
- Strong organizational and time management skills, with the ability to balance competing priorities based on business impact and operational urgency.
- Experience creating and maintaining training materials, operational procedures, functional documentation, and knowledge base content.
- Working knowledge of application workflows, system integrations, user access, and dependencies between business systems.
- Ability to act as a calm and reliable escalation point during incidents and other high-impact operational events.
- Strong analytical and problem-solving skills, including the ability to identify opportunities for continuous process improvement.
- Ability to build effective working relationships with global and regional business and IT stakeholders.
- Cultural awareness and sensitivity when working with geographically diverse teams.
- Self-motivated, adaptable, and persistent in driving issues through to resolution while contributing effectively within a collaborative team environment.
Other Requirements- Expected to be available to respond to site emergencies when required.
- Ability to occasionally lift and/or move standard office technology equipment weighing up to 25 pounds.
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.
