IT Service Management - External Partners

Job description

·  Job facts

Reporting to the External Business Partner Services Team Lead, you will be part of a team that provides second level support and business consultancy to External Business Partners and Business Managers.

The team acts as an interface between External Business Partners, IT Partners and supporting teams such as Engineering, Terminal Services, Network Services and Security and provides a 24x5 service with team members in SSF, Basel, Madrid and Kuala Lumpur. ExBP Support team is part of Secure Access Services in IT Operations.

Your main responsibilities will be

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Investigate, troubleshoot and resolve reported problems in a timely and efficient manner.

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Ensure high level of customer satisfaction either in promptly fulfilling requests and resolving incidents, or ensuring appropriate escalation to service provider groups and providing follow-up on calls and status tracking.

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Ensure procedures, processes and documentations are in compliance with regulatory guidelines and organizational standards.

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Drive and coordinate the standard integration of External Business Partner related solutions

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Gather and document the requirements regarding non-standard integration requests and modifications to existing solutions related to External Business Partners

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Take ownership of operational delivery processes and ensure predictable quality of service

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Present complex technical information to a non-technical audience in a clear and easy to understand way.

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Take ownership of incidents and act decisively to maintain Partner access capability.

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Demonstrate a sense of urgency when dealing with External Business Partner related areas.

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Demonstrate business awareness and understand the IT needs of the External Business Partner, the corresponding Roche Responsible Person (RRP) and any other supporting IT Partner organization.

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Learn to recognize Collaboration requirements identify and escalate potential issues quickly.

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Contribute to the Knowledge Management process and capture knowledge accordingly.

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Relevant concepts of ITIL, GxP and Project Management are understood, implemented and followed. These include Request Management, Incident Management, Change Management, Problem Management, Qualification & Validation and Project Management.

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Participate in relevant IT projects and operational activities outside of normal day to day tasks.

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Actively focus on own self-development in creating actionable plans to improve.

Who we are

At Roche, 98,000 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.

Desired profile

Who you are

You are someone who wants to influence your own development. You are 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.

For this position, you bring the following experience, skills & qualifications

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4 - 9 years of successful experience in integration projects involving connectivity, IT security and identity management aspects.

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Proven technical operational skills, and capability to create and validate well-structured answers and solutions in area of responsibility

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Bachelor Degree in computer science, engineering or related discipline; or recognition of prior working experience which is equivalent.

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Experience with Identity and Access Management and IT Security concepts and technologies.

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Knowledge of infrastructure technologies (server and storage, network, remote connectivity, collaboration tools)

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Relevant concepts of ITIL, GxP and Project Management are understood, implemented and followed. These include Request Management, Incident Management, Change Management, Problem Management, Qualification & Validation and Project Management.

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Understanding of Computer Systems Validation (CSV) and working experience in validated environment.

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Industry accredited certification is desirable. Willingness to continually acquire and maintain the technical skills appropriate to the requirements of this position.

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Takes a proactive, collaborative and supportive approach when interacting with colleagues.

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Committed to operational excellence, with willingness to cross-train and to learn additional technical expertise.

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Strong customer focus and a highly responsive service delivery and support ethic.

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Adaptable to change in a large organization.

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Excellent communication, negotiation and documentation skills. Proven interpersonal skills to interact effectively with individuals in multiple countries and in varying cultures.

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Strong verbal and written English.

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Occasional international travel is required.

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