Description
About Norstella
Norstella is a premier and critical global life sciences data and AI solutions provider dedicated to improving patient access to life-saving therapies. Norstella supports pharmaceutical and biotech companies across the full drug development lifecycle — from pipeline to patient. Our mission is simple: to help our clients bring therapies to market faster and more efficiently, ultimately impacting patient lives.
Norstella unites market-leading brands - Citeline, Evaluate, MMIT, Panalgo, Skipta and The Dedham Group and delivers must-have answers and insights, leveraging AI, for critical strategic, clinical, and commercial decision-making. We help our clients:
Accelerate the drug development cycle
Assess competition and bring the right drugs to market
Make data driven commercial and financial decisions
Match and recruit patients for clinical trials
Identify and address barriers to therapies
Norstella serves most pharmaceutical and biotech companies around the world, along with regulators like the FDA, and payers. By providing critical proprietary data supporting AI-driven workflows, Norstella helps clients make decisions faster and with greater confidence. Norstella’s investments in AI are transforming how data is consumed and decisions are made, disrupting inefficient legacy workflows and helping the industry become more efficient, innovative, and responsive to patient needs.
Job Summary
Handles higher complexity ServiceNow tickets, including Entra ID support and advanced
onboarding/offboarding requests.
Responsibilities
Resolve advanced incidents escalated from L1 (account provisioning, Entra ID, access
issues, etc.)
Troubleshoot complex technical issues involving multiple systems or dependencies
Perform advanced onboarding/offboarding tasks
Resolve ServiceNow incidents and requests within defined SLAs and response time
targets
Provide mentorship to L1 engineers and participate in knowledge sharing
Contribute to updating and improving support documentation
Participate in Intercom migration support and expand knowledge of other Norstella
applications Qualifications
3–5 years of IT support experience (ServiceDesk / IT Operations)
Deep understanding of ServiceNow incident and request processes
Experience with Entra ID/Azure AD administration
Strong troubleshooting and analysis skills
Ability to coach and guide junior team members
Why Join Us?
Opportunity to work with a collaborative and high-performing Finance team.
Exposure to complex and evolving revenue models in a global business.
Competitive compensation and benefits package.
Career growth and development opportunities.
Our Guiding Principles for success at Norstella:
01:Bold, Passionate, and Mission-First
02:Integrity, Truth, and Reality
03: Kindness, Empathy, and Grace
04: Resilience, Mettle, and Perseverance
05:Humility, Gratitude, and Learning
Benefits:
Health Insurance
Provident Fund
Reimbursement of Certification Expenses
Gratuity
24x7 Health Desk
Norstella is an equal opportunity employer. All job applicants will receive equal treatment regardless of race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, physical or mental disability or handicap, medical condition, sex (including pregnancy and pregnancy-related conditions), marital or domestic partner status, military or veteran status, gender, gender identity or expression, sexual orientation, genetic information, reproductive health decision making, or any other protected characteristic as established by federal, state, or local law.
Sometimes the best opportunities are hidden by self-doubt. We disqualify ourselves before we have the opportunity to be considered. Regardless of where you came from, how you identify, or the path that led you here- you are welcome. If you read this job description and feel passion and excitement, we’re just as excited about you.
All legitimate roles with Norstella will be posted on Norstella’s job board which is located at norstella.com/careers. If a role is not posted on this job board, a candidate should assume the role is not a legitimate role with Norstella. Norstella is not responsible for an application that may be submitted by or through a third-party and candidates should proceed with extreme caution if a third-party approaches them about an open role with Norstella. Norstella will never ask for anything of value or any type of payment during or as part of any recruitment, interview, or pre-hire onboarding process. If you are aware of or have reason to believe a job posting purportedly for a role with Norstella is fraudulent or otherwise not authorized by Norstella, please contact the Company using the following email address: ApplicationHelp@norstella.com.