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Job Details

Senior Specialist, User Services

Company: Roche
Location: Welwyn
Reference: 201807-115423
Closing Date: 12 Jan 19
Type: Full Time
Salary (£): Competitive
Benefits:

Job Summary:

If you want to work for a company that makes a difference to people's lives all over the world, consider Roche. You're someone who wants to influence your own development. You're 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. ...

Requirements:

If you want to work for a company that makes a difference to people's lives all over the world, consider Roche. You're someone who wants to influence your own development. You're 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.

Our work in preventing, diagnosing and treating a range of health disorders through innovative products and services enhances both people's health and quality of life.  We focus on disease areas where the medical needs are greatest - such as cancer, viral infections, disorders of the metabolic and central nervous systems, and inflammatory diseases. Our diagnostics and pharmaceuticals businesses work together to develop integrated solutions that can be customised to individual patients' needs.  We now have an outstanding opportunity open within our Informatics team that works across sites in Northern Europe, bringing increased productivity and core IT services to our colleagues across the organisation. The team have an embedded work-life balance and personal empowerment philosophy that support collaborative working.   
 

We have an outstanding opportunity open within our Informatics team that works across sites in Northern Europe, bringing increased productivity and core IT services to our colleagues across the organisation.  Located in our Welwyn UK offices you will support and influence all things IT, from hardware and software implementations through to projects deployments. By being the face of IT you will bring excellent communication skills, be willing to collaborate across sites to find best practice and solutions and be accountable for supporting teams to deliver user support & consultancy, while contributing to Key Performance Indicators and Service Levels. Your IT and Project skills will continue to develop as part of this role, and should not be a barrier to your application, but you must bring your enthusiasm to contribute to the wider Roche objective "Doing now what patients need next".  

Primary responsibilities:  

  • You will be accountable for supporting User Service teams to deliver customer facing user support & consultancy leading to outstanding users satisfaction - measured through IT  satisfaction surveys and interviews, and compared to set targets and best practice
  • Accountable for meeting Key Performance Indicators (KPI's) and Service Levels (SL) as defined globally, regionally or locally.
  • Activity seeking our service improvements - measured through adequate number of service improvement initiative and operational indicators, e.g. avoiding repetitive errors.
  • Lead and contribute to operational and infrastructure projects across sites by working with Roche colleagues and external suppliers and vendors. Be confident in managing suppliers and holding them to account for project and service delivery .  


Qualifications:
  • A self-starter who will take ownership of assigned activities and work towards completion
  • Outstanding customer service and interpersonal skills and able to express solutions and ideas fluently and eloquently
  • Ability to communicate clearly with technical and non-technical audiences, both verbally and written (avoids jargon)
  • Experience of working with software and service vendors in contracting and driving improved supplier performance
  • Flexible to work outside of normal working hours and prepared to undertake occasional international travel.
  • Relevant bachelor degree or equivalent and ITIL Practitioner in Service Management


Roche is an equal opportunity employer.
Information Technology, Information Technology > IT Service & Operations

Apply for this job: Senior Specialist, User Services

Contact Information:

Address:  UK Head Office
P.O. Box 8, Welwyn Garden City, Hertfordshire, United Kingdom
AL7 3AY
England
Tel:  +44 1707 36 6000
Fax:  +44 1707 33 8297
Website:  Visit Our Web Site

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