Support and Training 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

For our Global Customer Support department, we are looking for a Support and Training Specialist for our Roche Information Solutions Products.

In this very versatile position you act as supporter, trainer and coordinator at the pivotal point between our global affiliates and our internal departments with the following key responsibilities:

Your main tasks:

• You will provide second-level technical support to minimize downtimes and offer quick solutions, both remotely and on-site (if needed) continuously acquire and share RIS product knowledge, ensuring training and support readiness.

• You will facilitate knowledge transfer to trainers, service representatives, customers, and product managers and maintain and update a product-specific knowledge pool and create, review, and update service information, documentation, and training content

• You will develop and maintain training methodologies and learning paths, and conduct training for end customers and support staff communicating with affiliates and customers as needed, overseeing related processes like e-learning and service documentation.

• You will define and adhere to service, training, and support concepts, optimizing processes to improve quality and efficiency supporting regional cooperation and manage certification and recertification of trainers.

• You will assist in product pilots, develop preliminary documentation, and prepare for launches and publish and maintain Service Notifications.

Who you are:

• You hold a bachelor’s degree in IT, Computer Science, Management Information Systems, or a medical-technical background with IT knowledge.

• You have experience or background in support and training of software products with a high degree of subject matter expertise.

• You have strong interpersonal and stakeholder management skills, including a customer-focused approach, and highly effective teamwork and collaboration skills and the ability to explain complex technical concepts in an understandable manner.

• You are fluent in English, oral and written; Spanish is an advantage with strong intercultural competencies and good communication skills and enjoy working in global matrix structures and self-managed teams. International Traveling up to 30%.

Following Knowledge Domains and Experience are additional assets:

• Network and Firewalls: Deep understanding of network infrastructure and firewall configurations.

• Navify Security Suite: Experience with robust IT infrastructure, including servers and secure communication tools.

• Cybersecurity: Proficiency in risk management, data protection, encryption, and threat detection.

• Compliance: Familiarity with GDPR, HIPAA, and other relevant data protection laws.

• User Access Management: Expertise in authentication mechanisms, access control, and authorization procedures.

• Data Encryption: Experience in ensuring data confidentiality and integrity in transit and at rest.

• Incident Response: Ability to address security breaches effectively with a well-defined plan.

• Interoperability: Ensuring seamless integration with existing systems and healthcare software.

• Backup and Recovery: Reliable data backup solutions and disaster recovery plans.

• API Integration: Ability to understand and troubleshoot API integration with Rexis, FortiManager, SecSuite, and other platforms

Roche fosters a space where people feel free to contribute their ideas to create innovative solutions that enable us to maintain our competitiveness and market leadership.

Our success as an organization depends on our ability to create an environment in which people are treated with respect and have the same opportunities and resources regardless of values, beliefs, race, age, sex, ways of thinking, experiences, preferences, behaviors and physical limitations.

Do you dare to contribute? Apply now!

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.