IT Workplace Services Specialist

Roche Diagnostics

ROLE AND RESPONSIBILITIES

As the IT Workplace Services Professional, his/her mission is to continuously improve the user (& customer) experience by providing onsite user services support and focusing on efficiency, customer satisfaction and ensuring business continuity

Responsibilities of the function:

The IT Workplace Services Professionalis responsible/accountable for:

• Acting as a digital enabler for our business colleagues & functions

• Acting as the owner of the digital employee experience  for the respective site

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

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

• Create, resolve and close incidents/service requests within allocated timelines 

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

• 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 practice.  

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

• Proactively addressing and following through process-improvement ideas

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

CAPABILITIES & MINDSET

Mindset:

• Agile mindset: the set of attitudes supporting an agile working environment. These include respect, collaboration, improvement and learning cycles, pride in ownership, focus on delivering value, and the ability to adapt to change.

• Learning mindset: the habit of approaching experiences in your life in a way that allows you to learn from them. This involves formulating goals, practicing deliberately, and using feedback actively to process your experiences and learn from them. 

• Enterprise mindset: that can break down silos and promote cross-networks collaborations. Focus on delivery through collaboration, ability to bring people together to work towards the same purpose across organization boundaries.

• Entrepreneurial mindset: is about being committed to your vision regardless of the challenges and obstacles along the way. It’s a way of thinking that enables you to overcome challenges, be decisive, and accept responsibility for your outcomes.

Skills & Capabilities:

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

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

• Good interpersonal communication skills pairing with empathy

• Consultancy skills on digital workplace tools and solutions

• Enterprise Application, deployments, consulting and adoption

• 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 

LEADERSHIP AND INFLUENCE

• Align with Product Managers and Section Leads to manage and mobilise squad teams at the sites you support. 

• Responsible for analysing trends in technology, assessing the impact of emerging technologies on the business, providing solutions to address technology and business issues in alignment with Chapter.

• Coordinate, connect and collaborate across informatics to foster a spirit of "One Roche"  

• serve as a squad member to tackle “real work” on business opportunities as any other chapter member

• Monitor, analyse and improve the demand intake process to optimise effective people mobilisation of external workforce

• Foster an environment where standards and best practices are developed and shared

What you’ll need to be successful

• 5+ years of working experience and related chapter knowledge

• Bachelor or advanced degree  

• Exhibits servant and creative leadership (VACC) behaviour

• Exhibits a Lean-Agile Mindset

• Demonstrated experience building high performing teams

• Have a keen IT market focus: you are passionate about major trends for the specific discipline

• Demonstrates an executive presence, strong business acumen, ability to navigate ambiguity, and manages complexity

• 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 organisational 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 v3 processes in an IT service delivery

• Solid written and oral communication skills in both Mandarin and English.