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Novartis Group Legal Operations Help Desk

Novartis Legal Department is looking for students for a part time job supporting Legal Operations tasks starting September 2018

Job Purpose

  • Part of Group Legal Help Desk team, you effectively provide application and operational support services to the Legal Community, continuously and regularly escalate issues and requests to 2nd level support and Experts, including IT colleagues using the Issue tracking system, following up with Group Operation team members on statuses, preparing documentation and assisting Group Operations in key initiatives.
  • Main applications to support are: Novartis Global Intellectual Property Matter management solution, Legal Matter management solution, electronic Document Management & Global Legal e Billing Solutions. 


Major Accountabilities

  • Provide 1st level support by organizing and logging requests and issues from clients in the Issue Tracking system (Gemini) with regular follow up on issue handling for Group Operations team members
  • Assist 2nd level support and matter experts in resolution of client requests
  • Provide reports on issue and request statuses for management communications
  • Draft and update support documentation based on input from Group and client requests
  • Assist in testing of new system releases and upgrades 


Key Performance Indicators

  • Manages workload and reports regularly to Operations Managers
  • Successful delivery of defined tasks
  • Successful improvement of existing tasks
  • Customer satisfaction
Minimum Requirement
  • Education (minimum/desirable): Student at University or equivalent
  • Languages: English is essential, German is desirable
  • Skills○ Project management (e.g., multi-tasking, prioritization)○ Good collaboration and communication

If you are interested, please provide us with your CV (in english) and

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