Customer Care Workflow & IT Specialist (IT Service Engineer)

The Position

Come join us as a Customer Care Workflow & IT Specialist (IT Service Engineer)

What is the job about?

As a Customer Care Workflow & IT Specialist you are responsible for all activities regarding our Workflow & IT product portfolio. E.g. middleware systems, firewalls, data managers and remote service applications. You ensure optimal integration of our systems in the IT infrastructure of our customers and contribute to a great customer experience by delivering high quality IT expertise and application support. By doing this, you strengthen the position of Roche as a partner of choice for our customers: laboratories and hospitals. Your work strongly contributes to the overall company ambition to be effective and efficient in our core business, deliver comprehensive customer solutions with medical value and to excel in a valuable customer experience. You are part of an enthusiastic Customer Care Workflow & IT expertise team. Your working area is the whole of the Netherlands.

Your responsibilities include:

• Installing, Implementing, testing and troubleshooting  the Roche customer IT portfolio (hard/software) and linking instruments.

• Performing system modifications, updates, migrations and (preventive) maintenance on Roche laboratory software solutions.

• Perform high complexity troubleshooting within the Roche Workflow & IT portfolio at the customer site

• You add value to the Information Security management System (ISMS) team regarding the data security standard.

• Consulting the customer and colleagues in choosing the best IT solution and data security challenges

• Ensuring relevant product training for customers and colleagues.

Who are you?

You are someone who shapes your own development. You are looking for a company where you have the opportunity to keep challenging and developing yourself, both personally and professionally, and to work in an international environment with ditto career options. Your job description does not define who you are and does not limit what you do, but rather is the starting point from which you look further to create value for your customers and your team.

You recognize these characteristics in yourself:

You are eager to learn and someone who likes to be challenged. You have a passion for IT technology, applications and providing optimal service and put the customer at the center of everything you do. By actively listening and asking the right questions, you create insight into the situation and you are able to think innovatively with all stakeholders. You also have excellent communication skills and are able to translate complex IT technical issues into understandable communication. You are commercial, proactive and able to convince colleagues and customers of your ideas. You are a team player, looking for opportunities and synergy. You show personal leadership and are not afraid to take the lead.

This is the kind of expertise and experience you bring:

• Completed IT education or equivalent (medical) technical variants, preferably supplemented with knowledge in ASTM and HL7 interfacing

• You have a real hands-on mentality and enjoy implementing Roche IT solutions together with the customer

• Experience with Windows 2016/2019 server

• Experience with database managers such as Oracle, Cache, Progress or Microsoft SQL (pre)

• Experience with VM-Ware and possibly other virtualization techniques

• Demonstrable knowledge of IT networks, firewalls, routers

• Familiarity with the data security standard ISO27001

• Good knowledge of the Dutch (or willing to learn) and English language in word and writing

What we offer

• A dynamic market leading company with endless possibilities both nationally and internationally

• A great place to work and have fun

• Our employees are at the center of everything we do, we operate autonomously

• Opportunities to develop yourself both on and off the job, we invest in our colleagues

• Competitive compensation and benefits, including a half 13th month, performance related bonus & participation in our stock program.

Who are we?

At Roche, we are passionate about transforming patients’ lives. We are courageous in both decision and action. We push back the frontiers of healthcare and believe that good business means a better world. That is why 96.000 employees across 150 countries come to work each day. By working together, we are one of the leading healthcare companies. We commit ourselves to scientific rigor, unassailable ethics, and access to medical innovations for all. We do this today to build a better tomorrow. Our success is built on innovation, curiosity and diversity; we see each other’s differences as an advantage.

Roche Diagnostics is the part of Roche that focuses on diagnostics and insights. Timely and accurate diagnostics and insight into your health is crucial to staying healthy, to prevent getting sick (more) and to find treatments. The foundation of Roche Diagnostics lies in in vitro diagnostics in the laboratory. Based on this expertise, today we are an organization that continuously develops new solutions that both healthcare professionals and patients benefit from. In the Netherlands we have 180 colleagues and our office is in Almere.

Roche Diagnostics Nederland is a purpose-driven, agile and customer-centric organization. We are a company in transformation and we want to stay that way. With a new vision, strategy and organizational model we are ready to realize our ambitions and help realize better outcomes for patients and the healthcare system. Will you join us in that ambition?

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.