Employee Experience Operations Senior IT 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.

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The Position

A healthier future. It's 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's what makes us Roche.

As an Employee Experience Operations Senior IT Specialist , you will join our dynamic team dedicated to delivering seamless, customer-centric support across multiple communication channels. You will play a pivotal role in driving customer satisfaction, empowering user autonomy, and shaping a positive, high-quality service culture. This opportunity allows you to leverage your technical expertise while mentoring peers and contributing to key business projects.

The Opportunity:

- Drive end-to-end management of incident and service request lifecycles across travel, procurement, and IT services using established procedures.
- Empower customers toward greater autonomy by guiding them through self-service portal capabilities, sharing user guides, and building organizational knowledge resources.
- Support and resolve customer escalations while taking full ownership to ensure timely, transparent, and complete issue resolution.
- Coach and mentor non-senior specialists to help develop their soft and technical skills within a collaborative global environment.
- Contribute to process improvements, drive service innovations, and actively assist in resolving complex technical issues.
- Participate in specialized strategic projects aligned with evolving business and customer experience needs.

Who you are:

- You have 3+ years of experience in an IT support environment (Service Desk, Desk-side, or technical support) with an IT degree, OR 4+ years of combined experience (minimum 3 years in IT support and 1 year in customer service) with a High School Diploma.
- You bring advanced troubleshooting and technical problem-solving capabilities to a fast-paced setting.
- You are fluent in English (85% or higher) with excellent written and oral communication skills.
- You demonstrate a customer-centric, accountable, and agile mindset with a proven ability to manage multiple priorities under pressure.
- You possess strong collaboration skills and a passion for continuous self-learning and knowledge sharing.

Preferred:

- An IT certification is preferred for candidates applying with broader customer service experience.

Relocation benefits are not available for this posting.

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.