IT End User, Workplace & Site Experience Specialist

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

As End User, Workplace & Site Experience specialist, you 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.

Your Responsibilities

• Monitor and ensure the agreed service levels for onsite support (incidents and requests), adhering to ITIL best practices. Strive for top customer satisfaction ratings by ensuring end users and local management are highly satisfied with IT support services.
• Support the timely implementation of global, regional, and local IT initiatives and projects. Collaborate with infrastructure teams to ensure alignment with strategic activities and optimize service delivery using global guidelines.
• Provide guidance and support for onsite services such as events and meetings. Lead and deliver network infrastructure, telephony, workplace, and hardware deployments, ensuring successful adoption and measuring outcomes. Manage service providers and vendors, including contract management and service reviews.
• Work as part of an agile team to enhance the employee experience through innovative technology. Partner with business stakeholders to analyze requirements, deploy solutions, and lead business continuity activities. Contribute to marketing and change management campaigns to ensure high adoption of new solutions.
• Develop and execute communication strategies for IT services and projects. Coordinate with IT areas to ensure consistent messaging across all communication channels, reviewing communications before distribution to ensure clarity and alignment with business goals.
• Follow defined processes and global standards in daily tasks. Ensure compliance with local and global IT policies, and manage the hardware inventory process from end to end, constantly evaluating needs and forecasting future requirements.

Who You Are

• You have a good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms. And you have excellent working knowledge of the ITIL Incident Management processes in an IT service delivery environment
• You are knowledgeable 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)
• You are highly accountable, results-oriented, persistent, resourcefulness, driven, and proactive in your work
• You have outstanding customer service and interpersonal skills and the ability to work in a team environment or independently
• You are able to provide resolutions to a variety of technical problems of moderate scope and complexity
• You have advanced organisational and multitasking skills, along with the ability to priorities tasks among many competing requests
• You are able to communicate clearly with technical and non-technical audiences, both verbally and written

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.