Job Description

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.
The Position
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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:
Experience 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
A healthier future drives us to innovate. Together, more than 100'000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let's build a healthier future, together.
Roche is an Equal Opportunity Employer.

Skills Required