Job Description

The Position



What we do:

The Global Customer Experience serves as a highly skilled support unit for Finance, Procurement and IT related processes amongst others. Our unit provides support for all Roche affiliates around the world and grants continuous career opportunities.

Job Accountabilities:

I2P System Support

Handle all incoming queries from the business in relation to I2P and follow-up from inception to closure of all tickets.

Assist end-users with general use, navigation, functionalities and processes queries related on I2P system.

Workflow monitoring and reassignments to ensure approver are correctly updated in the system.

To perform system troubleshooting, in-depth analysis by proposing solution, workarounds, and escalate them to relevant team, when required.

To raise change request or JIRA card when there is bug fix or new feature and enhancement required for the system.

Develop knowledge and capability to raise competence to expected levels to meet current and future business needs.

Contribute process and technical expertise to ensure all parties updated with the change and latest development

Build strong collaborative networks with key stakeholders and ensure good/adequate communication.

Communicate and collaborate proactively with business users, GBPM, IT and management to resolve issues.

Ensure quality and accurate delivery of services within agreed key performance indicators (KPIs) and as defined in the Service Level Agreement (SLA) and SOPs of the respective business sub-process.

System Testing and Training

Support on new system development, testing and go-live.

Deliver related training to internal stakeholders

Ensure delta training, refresh training to end users

Maintain the regional training documentations and knowledge database updated

Continuous Improvement Initiative

Participate to the continuous improvement initiatives by proposing systems enhancements

Continuously develop the skills/competences by sharing the knowledge with other team members and participating to offered training sessions

Ensure Compliance

Ensure all business activities comply with relevant Company SOPs, local laws and are of high ethical standards

Ensure adherence to the Account Payable Policy, Directive, Guidelines and RSS SOP\xe2\x80\x99s.

Qualification required:

Good functional knowledge about Finance and Procurement processes, particularly in Accounts Payable.

Strong excel, analytical and presentation tools.

Strong ability to prioritize and organize work effectively, adhere to tight and established deadlines

Excellent written and verbal communication skills.

Possess excellent attention to detail; excellent analytical, research, and reconciliation skills

Demonstrated communication skills with a focus on customer service.

Proficiency in English with good communication skills, both written and verbal.

Roche is an equal opportunity employer.

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