System Analyst

Novo Nordisk India Pvt Ltd; Bengaluru; Hybrid; INR 600,000 - 900,000; Full time

Job summary

Novo Nordisk India Pvt Ltd in Bengaluru is seeking a System Analyst I to support LAPS portfolio lab applications, resolve tickets, monitor performance, and ensure data integrity in a regulated GxP environment.

You will work with problem and incident managers, IT development teams, and lab staff across locations, with a hybrid work model and a focus on automation and continuous improvement.

Qualifications

• Bachelor's degree required.
• 3–6 years in application/production support or IT operations.
• Experience in regulated GMP/GxP environments with release governance.
• Hands-on experience managing incidents, service requests, problem management and production support.
• Familiarity with ITIL practices and SLA/KPI-driven support organisations.
• Experience with ticketing/work management tools such as ServiceNow, Jira, Azure DevOps.
• Strong troubleshooting, incident coordination and stakeholder communication skills.
• Exposure to LabWare/LIMS or similar laboratory systems is useful.
• Exposure to release planning, deployment support, hypercare and operational readiness activities.
• Basic scripting or automation to streamline support and operations.

Responsibilities

• Ticket management: Handle incoming support requests, prioritise and categorise by urgency and impact; follow up to close tickets.
• Technical support: Troubleshoot issues, guide fixes, escalate complex problems to development teams.
• User training and documentation: Create user manuals, training materials and knowledge base articles; run onboarding sessions.
• System monitoring and maintenance: Track performance data and coordinate scheduled updates with minimal disruption.
• Data management and reporting: Maintain data integrity and produce reports on ticket metrics and usage.
• Continuous improvement: Evaluate processes, gather feedback, and propose improvements including automation.

Skills

Incident management

ITIL practices

Ticketing tools

Automation awareness

SLA/KPI driven support

Communication skills

Education

Bachelor's degree

Tools

ServiceNow

Jira

Azure DevOps

LabWare/LIMS

Job description

System Analyst I 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

• 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

• 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.

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.

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.

Experience Level Senior Level