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Senior Specialist, Digital Solutions Support

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.

Reporting to the Head, Innovation Solutions and Consulting in Singapore, the incumbent is tasked with spearheading the digital innovation vision and strategy for Roche Diagnostics in Singapore. The primary objective is to position Roche Diagnostics as the foremost and trusted partner in digital solutions. In this pivotal role, you continuously evaluate and improve the customer experience through subject matter expertise in the Roche digital solution.

The Opportunity

Digital solution configuration and customization according to customer requirement. Integrating Roche digital solutions with existing systems in laboratory to ensure seamless operation & dataflow 

Conducting thorough testing of digital solutions before deployment. As well as provide prompt and efficient technical support and assistance to end-users regarding digital solutions, ensuring minimal disruption to operations and user experience. Additionally, be on standby for calls for at least one week per month to address any urgent issues

Document support interactions, including issues encountered and solutions provided, to build a knowledge base for future reference and training purposes.

Conduct training sessions and create instructional materials to educate end-users on the effective utilization of digital solutions, emphasizing best practices and optimizing functionality.

Collaborate with cross-functional teams/ external vendors, including Synapxe, engineers, and product managers, to ensure smooth implementation/ resolving complex issues, prioritize enhancements, and contribute to the continuous improvement of digital solutions. 

Identifying opportunities for system enhancements and process improvements based on user feedback and industry best practices.

Adhere to compliance standards and security protocols to safeguard sensitive information and ensure regulatory compliance in all digital solution support activities.

Who you are

You should hold a Bachelors or Masters in computer science or equivalent with at least 6 years+ experience as a IT support specialist Extensive experience in technical support roles, demonstrating clear interfacing skills with a diverse range of internal and external stakeholders. Preferably, 3-5 years of experience in the healthcare ecosystem.

You should have strong technical aptitude and proficiency in troubleshooting software, applications, and digital platforms. Besides that, you should have the ability to analyze issues, identify root causes, and implement effective solutions in a timely manner.

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.