Quote to Contract Business Support Analyst

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

As a
Quote to Contract (Q2C) Business Support Analyst
, you will be responsible to support end users globally with systems, information management, applications, and business process related questions and inquiries, and to provide the resolution of business process related support requests, e.g., tool handling, business logic, workflow issues, content availability and consistency issues, etc.

The Opportunity

• Responsible for managing incidents, requests, and tasks by overseeing the end-to-end lifecycle of tickets while adhering to established global processes and procedures, ensuring that end users are well-informed about the progress of their tickets to effectively manage their expectations throughout the process
• Collaborate with stakeholders such as business users, end-users, internal and external teams, and Business Process management teams
• Partner with Service Owners, Product Owners, and other global resolver teams to provide the best and quickest fixes to minimize the impact on operations, end-users, and patients
• Conduct day-to-day application and system monitoring and proactive issue identification and resolution
• Contribute to process improvement, innovation, and involvement in the resolution of complex technical issues, providing feedback to Operations/Product Agile teams, and serving as a point of contact for escalations
• Commit to continuous self-learning and development, actively staying up-to-date with new services and technologies, and invest in enhancing technical expertise in specific areas as per evolving business needs
• Contribute to creating, modifying, updating, and decommissioning knowledge articles, standard operating procedures, and any other internal documentation; organize and conduct training or knowledge transfer within the organization for the related services/processes; and meet individual and team KPIs and metrics to ensure a seamless customer experience and act upon feedback provided related to improvement needs

Who You Are

• University or College education, desirable in Business, Business Informatics, Engineering, or comparable education
• 1-2 years' experience in customer service-related roles; strong communication skills in English (written and spoken) are essential; additional foreign language skills are an asset
• Ability to work autonomously and comfortable working in a virtual team environment
• ITIL Service Management knowledge and/or experience in ITSM systems such as ServiceNow is strongly preferred
• Strong communication skills and the ability to manage and resolve customer inquiries effectively

In exchange we provide you with

• Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & training, the possibility of international assignments, internal position changes and the chance to shape your own career.
• Excellent benefits: Competitive salary and cafeteria package, annual bonus, Private Medical Services, Employee Assistance Program, All You Can Move Sportpass, coaching / mentoring opportunity, buddy program, team buildings, holiday party.
• Flexibility: We also support flexibility to help you find your balance. Home office is commonly available (typically 2 office days/week on average). We create the opportunity for freedom in working, where your corporate and private life coexist in harmony
• A global inclusive community, where we learn from each other. At Roche, we cooperate, debate, make decisions, celebrate successes and have fun as a team. Our leadership is very focused on people, creating a strong, inclusive culture, so you always have the chance to share your opinion

Please read the Data Privacy Notice for further information about how we handle your personal data related to the recruitment process:

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.