Job Description

The Position

We are looking for you to join Roche and our Roche Services & Solutions Center either in Kuala Lumpur , Malaysia or Budapest, Hungary . Roche is a global healthcare company - founded 125 years ago in Basel, Switzerland, offering exceptional career paths and great benefits for fresh graduates and outstanding professionals. We are continuously expanding, looking for new talents to join our transforming Services & Solutions Center. We offer a flexible working framework. Your health and safety is of paramount importance to us, therefore we are currently conducting web-based interviews and our onboarding process is also running in a virtual setup.

What we do: The Roche Services & Solutions (RSS) organization provides services to the Roche organization out of our Headquarters in Basel / Kaiseraugst and the three strategic locations: Kuala Lumpur (Malaysia), Budapest (Hungary) and San Jos\xc3\xa9 (Costa Rica). This is a recently established and rapidly growing global organization with a follow-the-sun ambition to support Roche affiliates and Global functions worldwide Technology & Process Experience (TPX) is a dedicated team in RSS within GCX, focused on delivering enhanced experience-centric services across the whole Roche organization, by enabling innovative solutions to ensure support excellence. Our team consists of technical, process and operational support professionals who collaborate with teams across Roche and with key 3rd party vendors, to define, create and provide support solutions for our customer facing organizations.

As Support Process Manager you are responsible for designing, creating, maintaining and adopting ITSM processes (emphasis on: Incident, Request, Problem and Knowledge Management) in order to efficiently and effectively provide support services to internal and external Customers.

You give expert advice on processes and possible solutions associated with them. You promote and drive continuous process improvement initiatives to translate desired outcomes into reality through services that encompass highly valued experiences to our end users and process performers.

This role will interact with local and global IT functions across the Informatics ecosystem, as well as with Finance & Procurement and Digital Healthcare Products related stakeholders to align, harmonize and automate process-related activities as much as possible. More granularly the role scope implies: the definition and implementation of processes based on the identification of desired outcomes and value drivers, frequent processes monitoring through regular calibrations with the Operations teams, identification and execution of optimization opportunities (Continuous Improvement).

Your day to day responsibilities are:

\xe2\x97\x8f Design, create/implement and maintain high level and detailed process artifacts (e.g. process flows/maps, SOPs, TOPs), ITSM or any other process required by the Business.

\xe2\x97\x8f Design, create/implement and maintain End to End processes associated with customer, operation performers and employees journeys.

\xe2\x97\x8f Coordinate and conduct continuous improvement efforts such as Value Stream Mappings (VSM) with operational teams.

\xe2\x97\x8f Define process-related needs and requirements for the implementation of new or improved capabilities.

\xe2\x97\x8f Detect, highlight and contemplate touch points within different processes.

\xe2\x97\x8f Coordinate with Product Owners/Solution Lifecycle Managers on the implementation of process changes.

\xe2\x97\x8f Support the rollout of brand new processes or process enhancements by working with the respective functional/local/global teams.

\xe2\x97\x8f Enables and monitors the adoption of processes and in-scope solutions in collaboration with Operations Leads & OCM specialists.

\xe2\x97\x8f Ensure day-to-day maintenance of the processes\xe2\x80\x99 artifacts and support associated activities.

\xe2\x97\x8f Contribute to triggering process release communications, as well as for maintaining gSites, websites, etc. that hold process-related items.

\xe2\x97\x8f Monitor, review and analyze process performance and KPIs.

\xe2\x97\x8f Monitor the effectiveness of supported processes and manage continuous improvement initiatives to ensure customer value and satisfaction.

\xe2\x97\x8f Follow up with teams, sites, functions not adhering to defined processes.

\xe2\x97\x8f Escalate as required if process objectives are in danger.

\xe2\x97\x8f Support and co-lead different communities of practice in order to continuously educate and share best practices on support processes.

\xe2\x97\x8f Participate and support the Global ITSM Sounding Board forum by preparing materials assigned to this role.

\xe2\x97\x8f Partner with Service Experience Owner for Finance and Procurement and support teams.

As a qualified expert, you have:

\xe2\x97\x8f 5 - 6 years of successful experience in a comparable position managing process improvement initiatives in a multinational environment, mainly in a virtual setup.

\xe2\x97\x8f Good enough understanding and some level of experience on ITSM processes (Incident, Problem, Request and Knowledge Management).

\xe2\x97\x8f Good enough understanding or ability to understand different IT platforms (i.e. Service Now) that may be used by different teams (i.e. Informatics, Finances, etc.) as well as interdependencies amongst them.

\xe2\x97\x8f ITIL Foundation certification

\xe2\x97\x8f Scrum foundations.

\xe2\x97\x8f Agile mindset and frameworks awareness/ knowledge.

\xe2\x97\x8f Confidence to interact in an ambiguous environment, able to efficiently adapt and shift path to then properly provide clear guidance on process-related topics.

\xe2\x97\x8f Experience in applying Design Thinking methodology to already existing processes aiming for continuous improvement, or to brand new solutions being deployed.

\xe2\x97\x8f Knowledge and experience on Lean Six Sigma, certification is highly appreciated.

\xe2\x97\x8f Interpersonal and stakeholder management skills, including a customer-focused approach, and highly effective teamwork and collaboration skills.

\xe2\x97\x8f Strong influencing and communication skills, fluent in English.

\xe2\x97\x8f Capable of working in an international environment with virtual teams.

\xe2\x97\x8f Strong team player with proven ability to work independently with minimum supervision.

As the ideal candidate, you also bring:

\xe2\x97\x8f ITIL certification.

\xe2\x97\x8f Scrum Master certification.

\xe2\x97\x8f Strong knowledge and experience on Agile mindset and frameworks.

\xe2\x97\x8f Design Thinking certification.

\xe2\x97\x8f Lean Six Sigma certification.

Relocation benefits are not available for this job posting.

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