Engineer, Service Desk Full Time

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
• 24×7 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.