Associate, PPM Systems & Business

Alcon Laboratories; Bengaluru; On-site; INR 1,200,000 - 1,600,000; Full time

Job summary

Alcon Laboratories, a global leader in eye care, seeks an Application Support Specialist to maintain PPM systems and enterprise applications. You will manage user data, support ServiceNow tickets, and coordinate with technical teams to resolve issues, ensuring data integrity and process alignment.

With 3–5 years of experience, you will collaborate with regional teams to deliver reliable applications, dashboards, and reports, while contributing to continuous improvement in data quality and user

Qualifications

• Bachelor's degree in a technical, scientific, information systems, engineering, or related field.
• 3–5 years of experience supporting enterprise applications, business systems, or PPM platforms.
• Experience with Planisware and/or enterprise application support environments.
• Strong analytical, organizational, and problem-solving skills.
• Customer-focused mindset with a commitment to delivering high-quality user support.

Responsibilities

• Support daily operations of Project and Portfolio Management (PPM) systems and assigned enterprise applications.
• Perform routine application administration tasks to ensure systems remain reliable, compliant, and aligned with business processes.
• Create, update, and maintain master data including users, resources, structures, labor rates, parameters, and other system reference data.
• Serve as the first point of contact for business users by triaging and resolving ServiceNow support requests and providing Level 1 application support.
• Troubleshoot application issues, resolve standard user inquiries, and coordinate with technical teams or vendors for complex problems.
• Monitor support performance metrics and KPIs to ensure timely issue resolution and adherence to service standards.
• Assist in developing and maintaining application documentation including configuration guides and SOPs.
• Support demand management by documenting business requirements and evaluating solution options.
• Participate in application configuration activities under supervision of seniors.
• Support testing efforts including configuration validation, system testing, regression testing, and UAT.
• Monitor processes, jobs, integrations, and data flows to identify and elevate exceptions.
• Create and maintain reports, dashboards, and analytics for visibility into usage and performance.
• Collaborate with global teams across regions to deliver consistent user support and services.
• Contribute to continuous improvement initiatives for usability, data quality, and user adoption.

Skills

Analytical thinking

Problem-solving

Customer focus

Communication skills

Team collaboration

Education

Bachelor's degree in IT/Engineering/Science or related field

Tools

Planisware

Excel

Power BI

Tableau

ServiceNow

JavaScript

Job description

Job Summary

Summary of Position: At Alcon, were passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates worldwide, we innovate fearlessly, champion progress, and act swiftly to improve global eye health. We foster an inclusive culture where your contributions matter and your career can thrive. Together, we make a difference in the lives of patients and customers around the world. Are you ready to join us

Responsibilities

• Support daily operations of Project and Portfolio Management (PPM) systems and assigned enterprise applications.
• Perform routine application administration tasks to ensure systems remain reliable, compliant, and aligned with business processes.
• Create, update, and maintain master data, including users, resources, organizational structures, labor rates, parameters, and other system reference data.
• Serve as the first point of contact for business users by triaging and resolving ServiceNow support requests and providing Level 1 application support.
• Troubleshoot application issues, resolve standard user inquiries, and coordinate with technical teams or vendors to address more complex problems.
• Monitor support performance metrics and service KPIs to ensure timely issue resolution and adherence to service standards.
• Assist in developing and maintaining application documentation, including configuration guides, standard operating procedures, business process documentation, and user support materials.
• Support demand management activities by documenting business requirements, gathering enhancement requests, and helping evaluate solution options.
• Participate in application configuration activities under the guidance of senior administrators and application owners.
• Support testing efforts, including configuration validation, system testing, regression testing, and user acceptance testing.
• Monitor application processes, scheduled jobs, integrations, and data flows to proactively identify and elevate exceptions.
• Create and maintain reports, dashboards, and analytics that provide visibility into system usage, performance, and operational effectiveness.
• Collaborate with global business and technical teams across multiple regions, countries, and time zones to deliver consistent user support and application services.
• Contribute to continuous improvement initiatives focused on enhancing system usability, process efficiency, data quality, and user adoption.

Key Requirements/Minimum Qualifications

• Bachelor s Degree in a Technical, Scientific, Information Systems, Engineering, or related field.
• The ability to fluently read, write, understand, and communicate in English.
• 3 to 5 years of experience supporting enterprise applications, business systems, or Project and Portfolio Management platforms.
• Experience with Planisware and/or enterprise application support environments.
• Strong analytical, organizational, and problem-solving skills.
• Customer-focused mindset with a commitment to delivering high-quality user support.

Preferred Qualifications

• Experience supporting Planisware or other Project and Portfolio Management (PPM) platforms.
• Experience administering or supporting enterprise applications in a global business environment.
• Proficiency with Microsoft Office applications, particularly Excel for data analysis and reporting activities.
• Experience developing reports, dashboards, and visualizations using Power BI, Tableau, or similar business intelligence tools.
• Familiarity with ServiceNow or other IT service management platforms.
• Working knowledge of application support processes, master data management, and system administration concepts.
• Experience supporting software testing, user acceptance testing, and release management activities.
• Strong verbal and written communication skills with the ability to engage effectively with both technical and non-technical stakeholders.
• Ability to collaborate successfully with teams across multiple countries, cultures, and time zones.
• Understanding of project portfolio management, resource planning, or operational business processes.
• Experience gathering and documenting business requirements for system enhancements and process improvements.
• Familiarity with data analysis, KPI reporting, and operational performance monitoring.
• Experience with JavaScript, scripting languages, or low-code development technologies is a plus.
• Experience working within regulated industries such as medical devices, pharmaceuticals, healthcare, or life sciences is preferred.

How You Can Thrive at Alcon

• See your career like never before with focused growth and development opportunities.
• Build expertise in leading Project and Portfolio Management technologies while supporting critical RD and business processes.
• Work alongside global teams to deliver solutions that improve efficiency, decision making, and business outcomes.
• Develop valuable skills in application administration, analytics, business process management, and enterprise platform support.
• Join Alcon s mission to provide innovative products and solutions that improve sight and improve lives around the world.

Work Hours

1 PM to 10 PM IST