Service Manager - L2

Loction: Prague
Duration: until 30th June 2021

Responsible to coordinate/orchestrate the deployment of Identity and Access Management (IAM)
solutions to Novartis business applications. Coordinate IAM onboarding activities with the different
delivery teams (Onboarding - Operations - Engineering - Architecture - Escalation) within the IAM
. Coordinate/manage 3rd party service organization to delivery IAM onboarding service to business
. Handle and address all requests related to IAM onboarding activities. Act as IAM onboarding Single
Point of contact for other IAM identities Business organizations
. Work in close collaboration with Application Managers, Business Information Systems Management
Engineers, Architecture and Operations to deploy current and news IAM solutions to Applications
. Comfortable with managing application escalations and quick resolution returns
. Accountable to ensure adherence for On boarded Applications to Security and Compliance policies
. Track and report IAM application onboarding progress
. Ensure timely and cost-effective delivery of IAM onboarding services
. Support architectural improvements and standardization for the IAM solutions
. Develop and enhance IAM onboarding processes to improve deployment of IAM solutions into the live
. Develop IAM onboarding report and tracking capabilities within ServiceNow platform
• Strong Service Management and Service Delivery experience
• Strong Project Management experience
• Business Analyst capabilities to support identity role management
• Strong analytical skills, curiosity for technical questions
• Solid understanding of IAM industry controls and governing principles (SOX, GXP, CFR21-11,
• Experience in Identity and Access Management functionality
• Experienced working in cross-functional cross-cultural teams
• Good English written and spoken
• Experience in the following:
- Oracle Identity Manager

Verify GSMR entry if information provided is accurate (GSMR ID, Program Name, Program
Owner and User email addresses [excluding generic mailboxes])
? Invite new Users to LastPass if not already onboarded
? Verify if invited Users accepted invitation and trigger re-invitation if not accepted.
? Create Admin [Group] and assign Novartis Program owners to [Group]
? Create User [Group] and assign Novartis Users to [Group]
? Create ESP [Group] and assign ESP Associates to [Group]
? Create [Shared Folder] based on Request
? Invite Admin [Group] to [Shared Folder] and assign Admin rights
? Invite User [Group] to [Shared Folder] and assign [Read only] and [Hide Password]
restriction (default)
? Invite ESP [Group] to [Shared Folder] and assign [Read only] and [Hide Password] restriction
? Handover to Program Owner for [Site] onboarding