Application Support Specialist (Custom Apps & Site Support)

About the role

At Novocure, every role contributes to extending the lives of people living with cancer. As an Application Support Specialist you will be responsible for supporting internally developed and custom external facing business applications with a primary focus on platforms supporting patient and healthcare provider operations. This role serves as a primary operational support resource and subject matter contact, partnering with business stakeholders, development teams, consultants, vendors, and internal IT teams to ensure issues, incidents, defects, and service requests are effectively investigated, communicated, escalated, and resolved in alignment with Novocure’s operational standards.

Responsibilities

• 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 appropriate escalation paths
• 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
• Support testing, validation, release coordination, and operational readiness activities for application enhancements, fixes, upgrades, and deployments
• Clearly 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 the creation and maintenance of application documentation, support procedures, and training materials
• Assist in supporting Novocure’s broader application portfolio by managing assigned tickets, troubleshooting issues, and coordinating escalations in accordance with established support processes and service level expectations
• Identify recurring issues, operational risks, and business impacting incidents requiring escalation or cross functional coordination
• Serve as a local escalation point for technology related issues within the Portsmouth office when required
• Provide limited operational backup support 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
• Aid in incident coordination and communication during high impact or time sensitive operational events

Requirements

• 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 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 work based on business impact, operational urgency, and competing priorities
• 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 operational events
• Strong analytical, problem solving, and continuous process improvement skills
• Ability to build and maintain effective working relationships with global and regional business and IT stakeholders
• Demonstrated 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

Qualifications

• Ability to occasionally move or lift standard office technology equipment up to 25 pounds