Support Specialist

Are you ready for a new beginning?

We need your talent, knowledge and dedication to better our world with biology.

Our purpose points the way

In Novonesis, we know that solutions rooted in biology can help solve humanity’s biggest challenges. Since we began more than a century ago, this has been our guide. It’s how we've gotten so far. And it’s how we'll impact the future. Now, more than ever, the world needs change. And with biosolutions, the possibilities for transformation are endless.

We’re here to better our world with biology.

Main tasks:
• Internal support of the Salesforce platform incl. trouble shooting and root cause analysis (access, incidents, change requests) • External support of digital customer facing tools (access, incidents, change requests) • Communication to internal and external users on changes and incidents in collaboration with stakeholders in CxT • Training of Salesforce super users • Project support Other tasks: • Stakeholder management • Data analysis and dashboarding • Conduct user acceptance testing (UAT) and collect feedback Key stakeholders: You will be collaborating closely with the Salesforce process owners in CxT and in the business as well as the Salesforce Development team. You will be supporting both internal and external users and working closely with both groups. Industrial/technical background: Thorough experience with Salesforce is required. This can be in a role as Admin or Business Analyst. Internal applicants in a role as Process Owner, very skilled super user or similar will also be considered. Experience in supporting user through ticketing system is preferred. Experience with communicating with both internal and external users on changes and incidents is required. Expected educational background & years of experience from a similar position: Relevant bachelor’s degree and a strong interest in information technology and business processes. Relevant professional skills: • Salesforce experience (needed) • ServiceNow experience (preferred) • JIRA experience (preferred) • Good analytical skills and knowledge of Salesforce reporting elements & PowerBI (preferred) Years of relevant experience: • 5-8 years Language requirements and proficiency level: • Fluent in English, both written and spoken • Fluent in Chinese (for the position in China) and Spanish (for the position in Mexico) Personal/behavioral skills The ideal candidate is adaptable, detail-oriented, and skilled in managing both internal and external interactions. It is important that the candidate thrive in a collaborative environment and are dedicated to drive user satisfaction. You should be ready to take the lead and take ownership of tasks and work independently.

Team description:

You will be a vital part of the Salesforce Service & Support team that acts as the frontline experts for internal and external users of our Salesforce platform, including customer-facing applications. While not responsible for driving adoption, the team provides training and updates to enable those who do. They ensure a two-way flow of information, converting feedback into actionable Salesforce development and supporting the implementation of new changes.

The Salesforce Service & Support team is part of the wider Commercial Excellence & Digital Transformation team (CxT) in Novonesis, where our mission is to establish the best company for customers to buy from and the best for employees to sell for. We achieve this by harnessing advanced digital technologies, actionable insights, and efficient processes to provide outstanding customer and user experiences.

As part of the CxT, you will have the chance to continually enhance your skills, explore innovative technologies, and make a significant impact.

The CxT team is composed of passionate, specialized, and inquisitive individuals dedicated to transforming Novonesis into a leading, data-driven, customer-centric powerhouse.

What is the “way of working”?

On-site (with as possibility for hybrid as per local policy)

Are there any travel requirements?

Yes, 1-2 weeks per year travel related to team activities

Could our purpose be yours? Then apply today!

At Novonesis we commit to an inclusive recruitment process and equality of opportunity for all our job applicants. We recommend you not to attach a cover letter to your application. Instead, please include a few sentences in your resume/CV about why you are applying. To ensure a fair recruitment process, please refrain from adding a photo in your resume/CV.
Novonesis is dedicated to fostering a unique community by embracing and respecting differences. We make all employment decisions based on business needs, ensuring that every individual can thrive, regardless of identity or background such as ethnicity, religion, gender, sexual orientation, age, disability, or veteran status. Want to learn more?
Learn more about Novonesis, our purpose, and your career opportunities at novonesis.com Not the right fit for you?
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Stay alert: Avoid recruitment scams
At Novonesis, we are committed to maintaining a safe and transparent recruitment process. Please be aware of potential scams targeting job seekers and take note of the following:

• Novonesis will never ask for sensitive personal information, such as bank account details, Social Security numbers, or passwords, at any stage of the hiring process.
• Novonesis does not make employment offers without conducting interviews with candidates.

If you receive suspicious communication claiming to be from Novonesis, please do not share any personal or financial information. We encourage you to verify the legitimacy of the message by contacting us directly through our official channels.