Lab IT Support Specialist

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

A healthier future. It is what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That is what makes us Roche.

• Permanent position with the market leader in diagnostics
• Make an impact for the betterment of our customers and patients
• Agile, flexible and empowering work environment on offer

Lab Insights Support and implementation Specialist is responsible for all Roche supplied customer IT solutions including direct Instrument interfacing, covering all business areas within Roche diagnostics Australia. Paramount to delivery of these systems will be patient data integrity and all necessary information security management aspects.

Key Responsibilities include:

• Install, maintain and troubleshoot Roche IT solutions (navify Portfolio) and Roche Instruments Operating software both remotely and at Customer sites as required.
• Engaging with the customer during the sales process and bringing the projects through planning, implementation, testing and into a live system.
• Support the Service team in IT and service-related issues remotely or at customer sites.
• Responsible for delivering software upgrades and being involved in site system design and implementations.
• Provide consultation on connectivity solutions, regulatory compliance, security and virus protection concerns and the implementation of IT products to ensure goals and objectives of Roche products are installed and Integrated via technologies such as FHIR, HL7 and ASTM with Hospital/Laboratory Information System (HIS/LIS), within prescribed timeframe and cost parameters.
• Work in collaboration with Roche Workflow Consultants, Sales and Marketing to support effective solution design and consultation of aspects relating to the implementation and customer support of the IT solutions.
• Understand and translate the features of all IT Solutions portfolio of products into customer oriented benefits communication to support Customer demonstrations, training and implementations.
• Provide second level IT support / troubleshooting assistance to Application Specialists, Field Service Engineers and customers for all Roche Instrumentation.

As superior customer service is pivotal to the success of Roche, telephonic and online support is also supplied nationally via the National Support Centre/Integrated Communications Centre.

Who you are:

You’re someone who wants to influence your own development. You are looking for the opportunity to pursue your interests across functions and working in a multicultural environment motivates you.

You have:

• Relevant degree / diploma in Science / Laboratory Science / Electrical/Electronic/ Computer Engineering with special emphasis on Information Technology subjects.
• At least 3 years experience working in related fields within Medical Diagnostic Industry.
• Exhibited ability to diagnose applications and operational issues on middleware systems and to successfully resolve issues in a timely manner
• Excellent communication skills, both written and verbal.
• Strong customer empathy and interaction skills.
• Proven track record in data connectivity, troubleshooting and resolution.

Desired experience and skills

• Experience with Analytical Systems - Roche Automated Analytical Systems including Clinical Chemistry Systems, Immunodiagnostic systems, Anatomical Pathology, Haematology Systems, and Integration systems.
• Experience interfacing laboratory and hospital equipment to middleware or various LIS systems.
• Clear understanding of the business and technology strategies in which the organisation operates.
• Strong knowledge of IT infrastructure technology including servers, desktops, storage, networks, operating systems, platforms and configurations.
• Thorough knowledge of the widely used ASTM/HL7/FHIR protocols, TCP/IP, networking and firewalls would be an advantage.
• Experience supporting and implementing integrated enterprise-wide software solutions both on premise and cloud based.
• Knowledge and experience using JavaScript and SQL.
• Experience in training personnel

A valid driver’s license is essential.

This role is Sydney – Field based and only open to candidates that have full eligibility to live and work in Australia. 

We do not accept any unsolicited resumes or enquiries from recruitment agencies. Roche has a dedicated in-house Talent Acquisition team.

What we offer

Roche offers rewarding growth opportunities, a competitive remuneration package and a collaborative culture where people are united in purpose and will stretch you to be brave, speak up and think differently. Feel empowered to deliver meaningful outcomes, supported by accessible and inspiring leaders. 

Roche encourages a high-performance culture where you are empowered and trusted to make decisions. We strive for excellence and extraordinary results and take a genuine interest in our people and their well-being, and our patients.

Take pride in knowing you can make a difference to millions of patients worldwide in developing diagnostics and treatments for oncology, neuroscience, inflammation, immunology, ophthalmology, rare diseases, respiratory disease and diabetes.

We are committed to providing an inclusive, safe, secure and healthy workplace, and to minimise any such impacts to our employees, customers and the community. We welcome applications from all people and encourage you to advise of any individual circumstances that may require consideration.

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.