IT Support Specialist

About Roche Informatics

In Roche Informatics, we build on Roche's 125-year history as one of the world's largest biotech companies, globally recognized for providing transformative innovative solutions across major disease areas. We combine human capabilities with cutting-edge technological innovations to do now what our patients need next. Our commitment to our patients' needs motivates us to deliver technology that evolves the practice of medicine.

Be part of our inclusive team at Roche Informatics, where we're driven by a shared passion for technological novelties and optimal IT solutions. 

About the position

We now have an exciting opportunity open within our Informatics team to bring increased productivity and consultancy services to our employees. 

 

As an IT Workplace Services Specialist, you continuously evaluate and improve the employee experience through subject matter expertise in the digital workplace, focusing on efficiency, employee satisfaction and ensuring business continuity. This is a varied role and can give you a springboard into other careers in Informatics and beyond.

 

Your key responsibilities

• You will act as a digital enabler for our business colleagues & functions

• You act as the owner of the digital employee experience  for the respective site

• You drive employee productivity through consultancy, provide intimacy and site proximity at the sites,  and ensure a personalized Roche employee experience.

• You leverage available data (e.g.: Nexthink, SNOW) for proactive support

• You support and manage the Incident/ Request management processes to ensure SLA's are met and drive continuous improvement through trend analysis.

• You manage IT hardware lifecycle management & deskside support processes/managed services for the site 

• You provide support & guidance for onsite services (e.g. events and meetings) by leveraging from internal and external providers. Drive the user experience and promote best practices.  

• You drive and enable standard workplace infrastructure, global/local projects and deployments in collaboration with product teams. 

• You proactively address and follow through on process-improvement ideas

• You support & drive the budgeting process related to the respective site

• You support local audit, inspection and certification requirements

• You support local Business Continuity and IT Disaster Recovery planning activities

• You partner with our internal and external service providers

Who You Are

Your qualifications and experience:

• Exhibits a Lean-Agile Mindset

• Manages risks progressively and in a way that leads to opportunity

• Enterprise mindset that can break down silos. Focus on delivery through collaboration, and bringing people together to work towards the same purpose across organizational boundaries.

• Exhibits intellectual curiosity and integrity and has a strong passion for innovation

• Understanding of Roche-supported operating systems, devices and applications,  including the Google Suite of Applications, MS Office, etc.

• Experience with ticketing systems and troubleshooting hardware, software and mobile devices. 

• Excellent working knowledge of the ITIL processes in an IT service delivery

• Fluent in English, solid written and oral communication skills in English.

 

Mindset:

• Innovative and proactive problem solver highly accountable, result-oriented mindset

• Ability to influence decisions within areas of expertise and able to present technical solutions or issues to management, project teams & business colleagues  in non-technical language

• Ability to ask the right questions in order to increase employee productivity

• Good interpersonal communication skills pairing with empathy

• Consultancy skills on digital workplace tools and solutions

• Enterprise Application, deployments, consulting and adoption

• Influencing global projects (face of the business)

• Business acumen

• Deep connection to the site and understanding the environment and the context

• Good knowledge about the IT processes & good network within global Informatics and the local site

• Passionate and knowledgeable about the digital workplace

• Good knowledge of Roche IT (platform) standards and capability to drive adoption locally

• Desire to learn

 

This role is only open to candidates that have full eligibility to live and work in Australia.

Please note that we do not accept any unsolicited resumes or enquiries from recruitment agencies- Roche has a dedicated in-house Talent Acquisition team.