Business Systems Analyst

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.

The Position

The Roche Services & Solutions (RSS) organization provides services to the Roche organization out of our Headquarters in Basel / Kaiseraugst and the three strategic locations: Kuala Lumpur (Malaysia), Budapest (Hungary) and San José (Costa Rica). This is a recently established and rapidly growing global organization with a follow-the-sun ambition to support Roche affiliates and Global functions worldwide

Digital Experience Platform (DXP) is a dedicated team in RSS within GCX, focused on delivering enhanced experience-centric support services across the whole Roche organization, by enabling innovative solutions to ensure support excellence.

Our team consists of technical, process and operational support professionals who collaborate with teams across Roche and with key 3rd party vendors, to define, create and provide support solutions for our customer facing organizations.

Your day to day responsibilities

As a ServiceNow Technical Lead, you will be responsible for the operational management of ServiceNow modules (e.g., ITSM, CSM), ensuring end users and process performers efficiently utilize these solutions in their day-to-day tasks. You will lead and provide consultancy and governance on catalog management and knowledge management, while also guiding and mentoring the existing team. This role requires a blend of development, operational support, and team leadership skills. Additionally, you will collaborate closely with the DevOps team to develop solutions as needed, ensuring seamless integration and alignment with organizational goals.

In your role you are focused on:

• Create and modify Catalog Items, Record Producers, Order Guides, Content Guides, and Useful Links.Troubleshoot issues related to Catalog Management.Provide consultancy in catalog creation and modification; work closely with stakeholders to gather requirements and implement Catalog Items
• Collaborate with UX Design to ensure consistency of catalog item development across the platform.Create and manage Client Scripts, UI Policies, User Criteria for catalog items, order guides, and content items.collaborate closely with the DevOps team to develop solutions as needed, ensuring seamless integration and alignment with organizational goals
• Provide training and assistance to Subject Matter Experts (SMEs).Create KM ownership groups and relate to relevant services.Support the Service Desk Team in KM Translation activities.Troubleshoot issues related to Knowledge Management
• Provide consultancy in Knowledge Management requests; work with stakeholders to identify, document, and publish knowledge articles that are relevant and useful to the organization's employees and customers.Manage the Knowledge Base (KB) ensuring it is organized, accurate, and up-to-date. Collaborate with other IT teams to ensure that knowledge articles are integrated with other systems and tools
• Provide consultancy and support in any data management activity from our support services.Fulfil all operational activities and requests within defined timeframes.Collaborate with Transition Managers and Support Process Managers to onboard new services to GCX.Ensure the integrity and compliance to standards of data elements and catalog guidelines in scope.Develop ad-hoc reports to support process and data analysis
• What can you bring to our team: Guide and mentor junior team members and from developers from VendorsLead and participate in code reviews, ensuring adherence to best practices and coding standards.Coordinate and manage ServiceNow development projects from inception to completion.Ensure project timelines are met and deliverables are of high quality.Collaborate with cross-functional teams to identify process improvements and operational efficiencies
  
  

Who you are:

• 5+ years of successful experience in a comparable position supporting similar products in a multinational environment, mainly in a virtual setup
• Solid understanding of ITIL Incident, Problem, Request, and Knowledge Management processes, with good knowledge of other ITSM processes
• Good experience in supporting the management of business applications hosting the ITSM processes in scope. Intermediate knowledge of ServiceNow; ServiceNow Admin Certification is highly advantageous
• Experience working within Scrum and Agile frameworks; exposure to a scaled agile framework is a plus. Strong interpersonal skills to interact and communicate effectively with Informatics/Finance & Procurement staff across multiple countries and cultures
• Flexibility to work outside of business hours if required. Solid coordination, organisational, and communication skills. Strong verbal and written English skills; additional languages are an asset
  
  

Who we are

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.

The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.

Roche is an Equal Opportunity Employer.