Job Description

The Position

Job Summary:

The Intern will work closely with the Delivery Service Management community to identify areas of improvement and propose solutions to enhance the service management processes. The Intern will be responsible for analyzing ServiceNow tickets, identifying trends, and proposing improvement ticket handling processes gaps; involve capturing, categorizing, prioritizing, assigning, tracking, and resolving reported incidents to maximize the accuracy of the service management reporting. The candidate with a good understanding of service management and ServiceNow tool will be a plus. The candidate must have the ability to work independently and as part of a team, be self-motivated, and willing to go the extra mile to get things done.

Key Responsibilities:

Analyze ServiceNow tickets and identify trends in incidents, service requests, problems, and changes.

Propose ideas for process improvement and implement solutions.

Assist with the development and maintenance of ServiceNow workflows, reports, and dashboards.

Monitor and analyze reports on ServiceNow metrics and KPIs.

Support in the root cause analysis process.

Provide support for the continuous service improvement initiatives.

Develop and deliver presentations on service improvement initiatives to stakeholders.

Please note that the responsibilities mentioned in this job description are not exhaustive and the role may require additional tasks as assigned by the supervisor later.

Requirements:

Bachelor\'s degree in Computer Science, Information Technology, or related field.

Excellent analytical skills and attention to detail.

Good understanding of IT Service Management processes.

Familiarity with the ServiceNow tool is a plus.

Strong written and verbal communication skills.

Ability to work independently and as part of a team.

Ability to think critically and propose solutions to complex problems.

Willingness to work extra hours to meet project deadlines.

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we\xe2\x80\x99ve become one of the world\xe2\x80\x99s 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.

Roche