Application Support Specialist (Custom Apps & Site Support)

Novocure Inc; Portsmouth (NH); Hybrid; USD 85,000 - 105,000; Full time

Benefits offered by this job

Annual bonus

RSU grant

Job summary

Novocure is seeking an Application Support Specialist (Custom Apps & Site Support) in Portsmouth, NH. This role focuses on supporting internally developed and custom external facing applications that serve patient and healthcare provider operations, with emphasis on incident management, testing coordination, and knowledge sharing.

As the primary escalation resource, you will partner with stakeholders, vendors, and IT teams to resolve issues, ensure system reliability, and contribute to

Qualifications

• Bachelor's degree or equivalent in IS/CS or related field.
• 3–5 years supporting custom or enterprise application systems.
• Experience as a primary operational support resource for critical apps.

Responsibilities

• Serve as primary support resource and escalation point for internal and custom apps.
• Triagae, investigate, and coordinate resolution of incidents and requests.
• Develop knowledge of application workflows and user experiences.
• Coordinate testing, releases, and operational readiness activities.
• Document causes, steps, impact, and solutions for technical teams.

Skills

Application support

Incident management

Root cause analysis

Vendor coordination

Education

Bachelor's degree in Information Systems, Computer Science, or equivalent

Job description

Overview

Application Support Specialist (Custom Apps & Site Support) at Novocure. You will support internally developed and custom external facing business applications with a primary focus on platforms supporting patient and healthcare provider operations. You will be the primary operational support resource and SME, partnering with business stakeholders, development teams, consultants, vendors, and internal IT teams to ensure issues, incidents, defects, and service requests are investigated, communicated, escalated, and resolved in alignment with operational standards. You will also provide broader application support across the portfolio, including troubleshooting, user guidance, training, testing coordination, documentation, approved workarounds, and operational readiness activities to contribute to stability and user experience across supported platforms.

This role provides limited operational support for site level technology needs at the Portsmouth, New Hampshire office, serving as a local escalation point and operational backup for Regional and Site Technology Managers when required.

The ideal candidate will have strong analytical, organizational, and communication skills, the ability to develop deep functional expertise in priority applications, and the flexibility to support both enterprise application operations and local technology needs in a fast-paced global environment. This is a full-time, exempt position based in our Portsmouth, New Hampshire office, reporting to the Head of Global IT Support Services.

What You’ll Do

Primary Focus - External & Custom Application Support

• Serve as a primary support resource and escalation point for internally developed and custom external facing business applications supporting patient and healthcare provider operations
• Triage, investigate, and coordinate resolution of application incidents, service requests, defects, and operational issues while assessing business impact and escalation paths
• Develop and maintain deep functional knowledge of supported application workflows, integrations, business processes, and user experience considerations
• Partner with business stakeholders, application owners, development teams, consultants, vendors, and internal IT teams to resolve issues, improve system reliability, and support continuous improvement initiatives
• Support testing, validation, release coordination, and operational readiness activities for enhancements, fixes, upgrades, and deployments
• Document and communicate root causes, reproduction steps, business impact, and proposed solutions to technical teams and stakeholders as needed
• Provide timely and professional user support, guidance, training, approved workarounds, and knowledge sharing through documentation, support procedures, and training materials

Secondary Focus - General Application Support

• Assist in supporting Novocure's broader application portfolio by managing assigned tickets, troubleshooting issues, and coordinating escalations in line with established processes and SLAs
• Identify recurring issues, operational risks, and business-impacting incidents requiring escalation or cross-functional coordination

Tertiary Focus - Site and Office Technology Support

• Serve as a local escalation point for technology related issues within the Portsmouth office when required
• Provide limited operational backup for site level technology needs, including workplace technology and conference room support
• Coordinate with Facilities, vendors, Regional and Site Technology Managers, and Global IT teams to support resolution of site related incidents and operational issues
• Assist with incident coordination and communication during high impact or time sensitive operational events

About You

• Bachelor's degree in Information Systems, Computer Science, or equivalent relevant experience
• About 3-5 years of experience supporting custom or enterprise application systems
• 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 within healthcare, life sciences, medical device, or other regulated industries preferred
• Exposure to workplace and office technology support environments preferred
• Strong application triage, troubleshooting, root cause analysis, and incident coordination skills
• Ability to translate business processes and user needs into technical understanding, operational solutions, and support documentation
• Proven customer service mindset with strong written and verbal communication skills across technical and non-technical audiences
• Strong organizational and time management skills with the ability to prioritize based on impact and urgency
• Experience contributing to training materials, operational procedures, functional documentation, and knowledge base content
• Working knowledge of workplace and office technology support, including conference room and collaboration technologies
• Ability to act as a calm, reliable escalation point during incidents and high impact events
• Strong analytical, problem solving, and continuous process improvement skills
• Ability to build and maintain effective working relationships with global and regional stakeholders
• Demonstrated cultural awareness and sensitivity when working with geographically diverse teams
• Self-motivated, adaptable, and persistent in driving issues to resolution within a collaborative team

Other

• Expected to be available to respond to emergency site events
• Ability to occasionally move or lift standard office technology equipment up to 25 pounds

What We Offer

This pay range Novocure expects to pay for this role at the time of 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 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 office-based roles. Employees are expected to be in the office an average of three days per week, with flexibility to choose days. If you need schedule adjustments, you can balance your time accordingly.

About Novocure

Novocure is a company on a mission to extend the lives of people living with cancer. Your work will have a direct impact on patients and those who care for them. We are a team driven by collaboration, growth, and innovation, with 25 years of success.

Novocure develops Tumor Treating Fields (TTFields) and combines laboratory research with engineering development in oncology innovation.

Our patient-forward values

- innovation

- focus

- drive

- courage

- trust

- empathy

Novocure is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.