Global Application Onboarding Specialist

Sandoz is going through an exciting and transformative period as a global leader and pioneering provider of sustainable Generic and Biosimilar medicines.

Now as an independently listed company, Sandoz aims to increase its strategic focus, operate with greater agility, set clearer business objectives, enhance shareholder returns, and strengthen its culture for us, the Sandoz associates.

This is an exciting time in our history, and by creating a new and ambitious path, it will provide a unique opportunity for us all, both professionally and personally.

Join us as a Founder of our 'new' Sandoz

The Global Application Onboarding Specialist is responsible for managing the onboarding of new software applications and systems, ensuring efficient integration and user support. This role also involves maintaining and updating the global IT service catalogue to reflect current offerings, dependencies, and service levels. Working in collaboration with cross-functional teams, including IT, business units, and external vendors, the specialist ensures compliance with pharmaceutical industry regulations (e.g., GxP, GDPR, HIPAA) while promoting seamless service delivery and catalogue accuracy in a fast-paced, global environment. The ideal candidate is a detail-oriented professional with strong service management expertise and the ability to handle complex, regulated processes.

Application Onboarding:

• Manage the end-to-end onboarding process for new applications, including intake of requests, initial assessments, configuration, testing, and deployment.
• Coordinate with stakeholders to define application requirements, ensuring alignment with business needs and regulatory standards.
• Develop and execute onboarding plans, incorporating incident management, user training, documentation, and change management to facilitate smooth transitions.

Stakeholder Collaboration:

• Serve as the primary point of contact for escalations related to application onboarding, partnering with global IT teams, business units, and vendors.
• Bridge technical and non-technical stakeholders to translate requirements and resolve issues efficiently within the workflow.

User Training and Support:

• Create and deliver targeted training programs to enhance user adoption and proficiency in onboarded applications.
• Provide tier-2/3 support for onboarding-related incidents and requests logged, ensuring timely resolution and knowledge base updates.

Compliance and Risk Management:

• Verify that onboarded applications comply with pharmaceutical regulations (e.g., GxP, FDA, EMA) internal policies and processes.
• Perform risk assessments and validation activities to identify and mitigate issues in application onboarding and catalogue entries.

Global IT Service Catalogue Maintenance:

• Regularly review, update, and maintain the global IT service catalogue, including adding new services from onboarded applications, documenting service descriptions, SLAs, dependencies, and retirement processes.
• Ensure the catalogue remains accurate, accessible, and aligned with ITIL best practices, conducting audits and incorporating feedback from global teams.
• Collaborate with service owners to standardize catalogue entries across regions, supporting reporting and service portfolio management.

Process Improvement:

• Identify efficiencies in onboarding workflows and service catalogue management, recommending enhancements to tools and procedures.
• Maintain comprehensive documentation, such as SOPs, knowledge articles, and catalogue guidelines, to support global operations.

Global Coordination:

• Oversee onboarding and catalogue activities across multiple regions, addressing time zones, languages, and cultural differences.
• Track and report on onboarding metrics, catalogue health, and performance to ensure adherence to timelines and budgets.

Increase of applications successfully onboarded without critical issues (e.g., no major incidents or rollbacks within 30 days post-deployment).

All onboarded applications meeting pharmaceutical regulatory requirements (e.g., GxP, FDA 21 CFR Part 11) without compliance violations during audits.

All IT service catalogue entries (e.g., service descriptions, SLAs, dependencies) verified as accurate and up-to-date during audits.

Average time decreased (in days) to update the global IT service catalogue after onboarding a new application or retiring an existing service.

Average satisfaction rating from business units, IT teams, and service desk users (via surveys) on onboarding support and catalogue usability increased.

Reduction in onboarding-related incidents logged over time (e.g., quarter-over-quarter).

Target users completing training sessions for onboarded applications, trough learning management systems.

Education: Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field. Certifications in IT service management (e.g., ITIL Foundation or Practitioner) are highly desirable; additional certifications like PMP or Six Sigma are a plus.

Experience:

• 3-5 years in IT service desk operations, application onboarding, or service catalogue management, ideally in the pharmaceutical or regulated industry.
• Demonstrated experience managing global or cross-functional service desk processes and maintaining IT service catalogues.
• Familiarity with regulatory compliance in pharmaceuticals (e.g., GxP, FDA 21 CFR Part 11).

Technical Skills:

• Proficiency with service desk tools (e.g., ServiceNow, Jira Service Management, or Zendesk) for onboarding and ticketing.
• Experience with IT service catalogue management platforms and enterprise applications (e.g., ERP, CRM, LIMS).
• Knowledge of project management tools (e.g., MS Project, Asana) and cloud platforms (e.g., AWS, Azure) is advantageous.

Soft Skills:

• Strong communication and interpersonal skills for engaging diverse global stakeholders and service desk users.
• Excellent organizational abilities with a focus on detail, process adherence, and multitasking in a dynamic setting.
• Analytical mindset for problem-solving, process optimization, and ensuring catalogue integrity.

Language: Fluency in English required; proficiency in additional languages beneficial for global coordination.

Preferred Qualifications

• Hands-on experience with ITIL processes, including service catalogue management and request fulfillment.
• Knowledge of pharmaceutical operations, such as clinical trials, manufacturing, or supply chain.
• Familiarity with data privacy laws (e.g., GDPR, CCPA) and change management frameworks (e.g., ADKAR).

Why Sandoz?

Generic and Biosimilar medicines are the backbone of the global medicines industry. Sandoz, a leader in this sector, touched the lives of almost 500 million patients last year and while we are proud of this achievement, we have an ambition to do more

With investments in new development capabilities, state-of-the-art production sites, new acquisitions, and partnerships, we have the opportunity to shape the future of Sandoz and help more patients gain access to low-cost, high-quality medicines, sustainably.

Our momentum and entrepreneurial spirit is powered by an open, collaborative culture driven by our talented and ambitious colleagues, who, in return for applying their skills experience an agile and collegiate environment with impactful, flexible-hybrid careers, where diversity is welcomed and where personal growth is encouraged

The future is ours to shape

Commitment to Diversity & Inclusion:

We are committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Join our Sandoz Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Sandoz and our career opportunities, join the Network here: Sandoz Talentpool )