{"id":1382886,"url":"https://alion.io/job/roche-employee-experience-operations-it-specialist","title":"Employee Experience Operations IT Specialist","company":{"id":13531,"name":"Roche","domain":"roche.com","url":"https://alion.io/company/roche","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":87,"open_postings":188,"ghost_share":0,"stale_share":0.681,"repost_share":0.037,"time_to_fill_p50_days":19,"computed_at":"2026-10-23T05:54:15Z"}},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Petaling Jaya, Malaysia"],"countries":["MY"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":15000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":10},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Windows","optional":false},{"name":"ITIL","optional":true}],"status":"live","first_seen_at":"2026-09-28T09:08:53Z","employer_posted_date":"2026-09-28","last_verified_at":"2026-10-23T12:12:16Z","board_verified":true,"closed_at":null,"days_open":25,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":25},"description":"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.\nThe Position\nMission\nTo provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs).\nThis job is responsible for providing first level support and consultancy services for users (via phone, chat, email, Service Portal). The scope includes incident and request management for end users using a variety of software and standard applications. The range of support includes issues and assistance in software package installation and configuration on various types of hardware (e.g. laptops, desktops, tablets, smart devices, printers, network infrastructure, etc.) and applications.\nThe Opportunity:\nResponsibilities\nMain tasks include, but are not limited to:\n1st Level Support:Supports Standard Software (e.g. Windows 11, Apple OS, Adobe Products, etc.) and Non-Standard Software\nSupports ApplicationsProvides first-level support for incidents concerning global applications, such as the Google suite, Microsoft Office, document management tools, conferencing tools, MAC applications; specific business applications\n\nSupports Standard and Non-Standard Hardware, infrastructure (e.g. laptops, desktops, tablets, mobile devices, monitors & printers)\nSupports Hardware Service Requests\nProvides first-level assistance for requesting hardware locally\nSupports Software & Other Service RequestsProvides first-level assistance for requesting software locally\nAdvises end users on software packages that best fit their needs (free versions vs premium versions etc.)\n\nHandles IT Incidents & Requests Received via Multiple Communication Channels (e.g. phone, email, chat, self- service portal). This includes troubleshooting, prioritizing issues, managing access rights etc.\nCoordinates the End-to-End Ticket Lifecycle\nManages the lifecycle of tickets:Opens & closes service requests; incidents in the ticketing tool\nManages the classification, assignment, tracking, completion of requests, informing end users where applicable.\n\nEscalates Incidents/RequestsDispatches incidents/service requests to level 2 support\nEscalates incidents/service requests to level 2 support if IT SDO cannot solve the problem\n\nKnowledge ManagementContributes to Building KnowledgeThe agent contributes content by writing & reviewing articles, posting messages in communities, etc.\n\nContributes to Building Knowledge for End UsersIn cooperation with Adoption Services, creates and maintains end user instructions, documents\n\nOutputs & DeliverablesEnsures that excellent end-user experience is achieved through the combination of soft skills and customer-centric mindset\nInvests in Self-LearningKeeps up-to-date with new services\nInvests in technical expertise for specific areas according to the business need (e.g. the Google suite, document management tools, conferencing tools, etc.)\n\nGuides End Users on Self-ServiceEncourages end users to be more autonomous, by guiding them to solutions, sharing guides & showing Service Portal capabilities, etc.\nInstructs end users on how to best use Roche tools & services\n\nAdditional Roles/Opportunities - Auxiliary responsibilities relevant for this Job\nAdditional roles: with alignment and approval of Cluster Section Lead.Once an additional role/activity is taken, the requirements and scope will be provided by the project/focus area/cluster section lead (active participation is expected and reviewed).\nEmployees are responsible for performing their duties in line with the SHE (Safety, Security, Health and Environmental Protection) Guidelines and the applicable law. It is required to complete the mandatory training courses and follow procedures and instructions accordingly.\n\nWho you are:\nYou bring the following skills and competencies:Customer oriented mindset\nHighly accountable, agile, and results oriented.\nAbility to work in and contribute to a highly team-oriented environment\nMust have a high aptitude for learning\nConceptual skills in his/her areas of specialization\nAssertive communication\nGrowth mindset\n\nFurther requirements\nWe are seeking an individual with 0-1 years of broad-ranging experience in a call center-, help desk- or IT desk-side support -environment\nYou bring the following qualifications:University Bachelor’s degree\n\nDesirableITIL Foundation Course\n\nStrong communication skills in English (written and spoken) are essential\nWho we are\nA 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.\nLet’s build a healthier future, together.\nRoche is an Equal Opportunity Employer.","description_format":"text","description_chars":5642,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Health Care","Diagnostic Tests & IVD","Biologics & Biosimilars","Oncology Therapeutics"],"lifecycle":[{"event":"open","at":"2026-09-28T09:08:53Z"}],"visa":[],"liveness":{"score":22,"band":"cold","label":"Long shot","p_open":1,"p_active":0.398,"p_room":0.55,"age_days":24,"expected_fill_days":19,"reasons":["conf:4","stale_co","velocity","win:tail","comp:junior,brand"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/roche-employee-experience-operations-it-specialist","json_url":"https://alion.io/job/roche-employee-experience-operations-it-specialist.json","meta":{"generated_at":"2026-10-23T17:45:16Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26981,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":13531},"rest":"https://alion.io/mcp/rest/get_company?id=13531"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Froche-employee-experience-operations-it-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Froche-employee-experience-operations-it-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Froche-employee-experience-operations-it-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/roche-employee-experience-operations-it-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Froche-employee-experience-operations-it-specialist"}]}