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The Product IT Specialist provides IT technical support (installing, maintaining, repairing and troubleshooting) for Roche’s IT solutions & software at customer sites. The role plays an important role in implementing, organizing, monitoring and optimizing performance of the IT solutions installed. The Product IT Specialist brings the support of IT to different levels, in order to achieve efficient high-end service in compliance with Roche standards.
Your Responsibilities
Install, design, maintain, optimize and troubleshoot Roche Digital solutions at customer sites. Followed by reporting & documenting install, service & support cases on a designated system provided by Roche.
Provides consultation on connectivity solutions, regulatory compliance, security concerns related to Roche Digital solutions and the implementation of Digital products to ensure goals and objectives of Roche products are installed and Integrated via HL7 and ASTM with Hospital/Laboratory Information System (HIS/LIS), within the prescribed timeframe and cost parameters.
Support the Sales team in digital-related products during sales visits and any other IT technical requirements, tendering and presales activities. Conduct proper technical presentations for Roche Digital Solutions.
Understand and translate the features of the Digital Solutions products into customer-oriented benefits communication.
Implement Roche Digital solutions for combining analytics and pre- / post-analytics with sample and data flow concepts to enable total lab solutions.
Conducts customer training regarding proper use and troubleshooting of Roche Digital solutions and systems & document customer training as per Roche standards.
Supporting provided customers with Roche Digital solutions at different times & areas depending on the changing business needs.
Engage with the customer HIS/LIS & IT team and the necessary stakeholders, to build good relationships.
Escalate the new and trending business needs to the RIS development team.
Support adherence to the latest security policies standards and guidelines
Who You Are
You hold a BSc degree in IT, Computer Science, Automation, or Networking. Post graduate degree and/or project management certification are preferred
You have a minimum of 2 - 3 years of work experience in Healthcare IT (Laboratory Information System, Hospital Information System). You also built experience with practical IT solutions in Healthcare, Windows OS & Server environment / Common understanding of network topology and design
You have practical working experience in HL7/ASTM protocols, networks and database concept. In addition, you built good knowledge of SQL database, Data Protection Regulation (GDPR), and firewall solutions (Ex Fortigate)
You have in-depth knowledge and practical work experience with Roche IT solutions (Navify Solutions)
You have advanced problem solving and troubleshooting skills
You are proactive, dynamic, and able to work under pressure
You have strong communications and presentation skills both oral and written, and are able to convince. And you are fluent in English and Arabic (speaking, reading and writing)
At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an Equal Opportunity Employer.
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