EVERSANA is the leading independent provider of global services to the life science industry.

The company’s integrated

solutions are rooted in the patient experience and span all stages of the product lifecycle to deliver long-term, sustainable
value for patients, prescribers, channel partners and payers. The company serves more than 500 organizations, including
innovative start-ups and established pharmaceutical companies to advance life science services for a healthier world. To
learn more about EVERSANA, visit eversana.com or connect through LinkedIn and Twitter.

Position Title: Desktop Support Engineer

Location (City/State): Mumbai, India
Reports to (Position): Manager, Enterprise Support Services
People Leader: No
Date Prepared: May 30, 2023

OUR CULTURAL BELIEFS

Patient Minded: I act with the patient’s best interest in mind.
Client Delight: I own every client experience and its impact on results.
Take Action: I am empowered and empower others to act now.
Grow Talent: I own my development and invest in the development of others.
Win Together: I passionately connect with anyone, anywhere, anytime to achieve results.
Communication Matters: I speak up to create transparent, thoughtful and timely dialogue.
Own It: I hold myself and others accountable for results.

THE POSITION:
▪ This position is responsible for overseeing ServiceNow ticket queue at all locations and provide L1 support on
these tickets and escalate the tickets to its appropriate resolution group.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

▪ Should have good knowledge of working on preparing assets for new joiners
▪ Should have a good knowledge of email and collaboration tools
▪ Decision making skills in respect of setting proper priority for an Incident or request
▪ Technical background and ability to learn and absorb technology quickly
▪ Good knowledge of Operating systems. Applications used in organizations
▪ Good troubleshooting skill
▪ Should have good knowledge of network components and devices
▪ Prior experience in a Customer HUB or Customer Care function for an Enterprise Software is highly desired
▪ Willingness to work in 24/7 module
▪ Should possess good reporting skills
▪ Responsible for escalating requests and issues to internal or external support resources and Subject Matter
Experts when necessary
▪ Supporting users in the use of the ServiceNow platform by providing necessary advice and/or training
▪ The ability to communicate effectively with people at all levels
▪ The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem
▪ The ability to work as part of a team and on their own initiative
▪ Should possess good verbal and written communication skills
▪ Other tasks and projects as assigned.
▪ Cooperate with IT staff on all initiatives including after-hours support
▪ Must have critical thinking skills.

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 EXPECTATIONS OF THE JOB:
▪ Travel (Travel to the Jogeshwari office, as and when required)
▪ Hours (At least 40 hours per week)
The above list reflects the general details necessary to describe the expectations of the position and shall not be
construed as the only expectations that may be assigned for the position.
An individual in this position must be able to successfully perform the expectations listed above.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

▪ At least 5 to 7 year experience of working with IT OPS
▪ Good knowledge of ITIL procedures
▪ Good troubleshooting skills on windows and Network issues
▪ Good knowledge of applications and devices used in organizations
▪ Should possess excellent verbal and written communication skills in English

PREFERRED QUALIFICATIONS:
▪ Bachelor's degree in Business or Information Technology or like specialty strongly desired.
▪ ITIL Foundation certification a plus.

PHYSICAL / MENTAL DEMANDS AND WORKING ENVIRONMENT:

PHYSICAL DEMANDS
▪ Most tasks are performed indoors. Temperature is moderate.
▪ Must be able to sit at a desk for up to 8 hours per day. Walking and standing are occasionally required.
Length of time of these tasks may vary from day-to-day and task-to-task.
▪ Requires dexterity to use and operate all necessary equipment.
▪ Ability to spend extended lengths of time viewing a computer screen.
▪ Requires normal range of hearing and vision.

MENTAL DEMANDS
▪ Emotional stability and personal maturity are important attributes in this position.
▪ Must be able to analyze complex information.
▪ Must be able to resolve problems and make effective decisions under pressure.
▪ Must handle novel and diverse work problems on a daily basis.
▪ Ability to plan, organize and prioritize multiple tasks.

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