The Position

End User, Workplace & Site Experience Specialist

If you want to work for a company that makes a difference to people’s lives all over the world, consider Roche. You’re someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests across functions and geographies. Where a job title is not considered the final definition of who you are, but the starting point, you will manage the Second IT Support level (Onsite User Services), with wealth of IT knowledge and experience to exhibit intellectual curiosity and integrity and have strong passion to bring value-adding technology and mindset to the business.

What you’ll be working on:

Operations:

• Monitors and keeps the service level agreed with the business, for Onsite support (Incidents and Requests fulfilments, according to ITIL best practices).
• Reaches top ratings on customer satisfaction for End-User Services, Ensures that end users and Local management are satisfied with IT support and services received
• Supports the timely implementation of Global/Regional IT  initiatives at the site
• Management experience with a proven track record of running high performing environments, and professional experience in the area of operational IT services in multiple fields of technical experience.
• Provide support & guidance for onsite services (e.g. events and meetings). Drive the user experience and promote best practice.
• Interfaces with and supports the IT Areas with infrastructure strategy and activities
• Provides Local, Regional and Global support for IT projects
• Ensures the timely implementation of Global/Regional/Local initiatives and IT projects.
• Proposes opportunities to optimise our service delivery using Global guidelines as a reference.
• Supporting incident and request management and measuring performance against agreed SLA’s.
• Managing service providers and vendors that we use to deliver services, including contract management and service reviews.
• Lead and deliver global/local network infrastructure, telephony, workplace, client hardware and employee experience projects and deployments, including the measuring of success and adoption of these solutions.
• Managing and maintaining the hardware inventory end to end process.

Collaboration:

• You will be working as part of an agile team with whom you need to be focused on creating great employee experiences in the way our colleagues interact everyday with innovative technology and digital services in our workplace.
• Lead and support Business Continuity activities.
• Partnering with key business stakeholders, analysing business requirements and choosing solutions to our challenges, deploying solutions and contributing to the marketing and change management campaigns to ensure high adoption of these new solutions.

Communication:

• Develop and execute proper communication strategies of the IT services and projects.
• proactive in coordinating with IT Areas for communications to be sent to the end users
• build up a communication pathway across the squad product teams, ensure the messages coming from the squad and product teams are consistent across all communication channels and reviews the communications prior sending them to the business colleagues.

Adoption:

• Create a great IT experience to make the business most efficient in using our latest Collaboration Suite ecosystem in line with our agile principles.
• ensures onboarding Roche new hire’s readiness so that they gain the most possible value out of the Roche IT Products.

Policies and procedures:

• Follows defined working processes and standards in the execution of daily duties.
• Ensures compliance to Global standards at a Local level.
• Constantly evaluates actual needs and reflects them in the forecast events.

This challenging role requires the following qualification & experience:

• Must have BA or BS degree in Computer Science, Engineering or related discipline or recognition of prior working experience which is equivalent.
• 3 to 5 years’ experience in providing onsite and/or remote technical support to end users in PC and Mac environments with experience across multiple domains.
• Experience with a proven track record of running high performing environments, and professional experience in the area of operational IT services in multiple fields of technical experience.
• Understanding of Roche-supported operating systems, devices and applications,  including the Google Suite of Applications, MS Office, etc. would be an advantage.
• Knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless,  Ethernet).
• Must have a good understanding of web conferencing and mobile technologies, and an  understanding of audio-visual equipment as it relates to PC/Mac platforms.
• Experience with the Service Now ticketing system and troubleshooting hardware /software /mobile devices.
• Excellent working knowledge of the ITIL Incident Management processes in an IT  service delivery environment.

This challenging role requires the following skill set: 

• Must be highly accountable and results-oriented. Persistence, resourcefulness, drive  and ability to work proactively. Must have outstanding customer service & interpersonal  skills and have the ability to work in a team environment or independently.
• Must be able to provide resolutions to a variety of technical problems of moderate scope  and complexity.
• Must be able to communicate clearly with technical and non-technical audiences, both  verbally and written.
• Must have strong organisational and multitasking skills, along with the ability to  prioritise tasks among many competing requests.
• proactiveness, can-do attitude  (always have a solution to every problem), swiftness in response and agility to the vast changes of market dynamics.
• Willingness to help and share experience demonstrates the right mindset to collaborate across affiliates and is a great example of the networked ways of working that we all at Roche aspire to.
•  high sense of responsibility, accountability and a sense of belonging
• Customer centricity, strategic agility skills.
• SCRUM Master certification is preferred.
• Innovative and creative problem solver highly accountable, agile and with an outcome-oriented mindset.
• Good interpersonal communication skills, organisational and time management skills, demonstrates a high aptitude for learning
• Has good networking skills, builds strong relationships with people both in the direct team and wider organisation and enjoys working as part of highly collaborative teams.
• Can influence decisions within areas of expertise and able to presents technical solutions or issues to management & project teams in non technical language
• Can lead Onsite Service implementation projects and engaged with colleagues as part of implementation teams
• Lead and contribute to operational and infrastructure projects across sites by working with Roche colleagues and external suppliers and vendors. Be confident in managing suppliers and holding them to account for project and service delivery
• Has strong IT Service Management capabilities and can identify and drive continuous improvement initiatives in the services and technology solutions we use
• Flexible to work outside of normal working hours and prepared to undertake occasional international travel.
• Customer-centric mindset, proactively understand the customer, anticipate their needs and meet their expectations.