Job description


  • Entry level
  • No Education
  • Salary to negotiate
  • Santa Clara


As the IT Sr. Client Services Liaison within Roche Molecular Solutions, you will act as a team lead in a dynamic, fast-paced environment to deliver local client services to approximately 2300 Bay Area end users.  This hands-on role requires a mix of technical IT skills, project management, and leadership.  The Client Services Liaison ensures superior customer service and desk side support by being able to provide tactical solutions, coordinate resources, and strategic planning and communication.
Specific Responsibilities:
Team Lead
Local point of contact for the implementation of new Roche Global IT and local IT client services
Ensure the strategic harmonization and usage of Roche global and local systems and processes – ticketing, asset management, onboarding
Oversight of Incident and Service Request ticket queues to ensure the team is responding to and resolving all tickets
Escalation point for support requests
Collect, analyzes, and report on client services KPIs and metrics
Software and license management
Ensure Knowledge Base is current and accurate
IT End User Support
Troubleshooting system hardware and software incidents including operating system and software application problems
Imaging, configuring and installing systems issued to users, decommission retired systems
Process new hire on-boarding and termination off-boarding process
Providing Telecom and Conference Room support
Provide mobile device and exception hardware requests
Updating inventory records via IT Asset management system
Project Management
Lead or participate in global, regional, and local team special projects by planning, coordinating resources, tracking, communication, and training.  (such as OS upgrades, new tool rollouts, software decommissions, system migrations…)
Coordinate resources and facilitate user communications for business unit workstation user moves.
Facilitate end user training sessions
Minimum Qualification
BA/BS from an Accredited Institution
3-5 years experience in building high performing and efficient processes
3-5 years project management experience
3-5 years of customer-focused experience
Extensive desktop support, telecom and network management preferred.
Proven experience in project management
Experience and patience in training others concerning technical matters
Proven ability to effectively prioritize and execute tasks
Proven analytical and problem-solving abilities
Windows and Apple MacBook Operating Systems
Experience with the following: Active Directory, ITIL, ServiceNow,
Extensive experience with Google Applications – gMail, gCal, Drive, Meet, Hangouts, and Chrome extensions
Highly self-motivated and self-directed
Performs well in an operational environment (hands-on), with the ability of having a strategic focus
Responsible and takes responsibility and ownership
Rigorous self-directed processes related planning, managing multiple tasks, project management, and vendor management
Extremely high level of attention to detail
Derives satisfaction from delivering solutions to users
Ability to present ideas in a business-friendly and user-friendly language
Desire to be a part of a team and work in a collaborative environment
Strong interpersonal skills
Flexible during times of change
Customer service orientation
5+ years experience leading or managing teams
8+ years experience in building high performing processes
5+ years project management experience
5+ years of customer-focused experience
ITIL Certification

About the company

Roche is a Swiss global health-care company that operates worldwide under two divisions: Pharmaceuticals and Diagnostics. Its holding company, Roche Holding AG, has bearer shares listed on the SIX Swiss Exchange.

The company headquarters are located in Basel and the company has many pharmaceutical and diagnostic sites around the world – including: Tucson, AZ; Pleasanton, CA; Vacaville, California, Oceanside, California, Branchburg, NJ; Indianapolis, Indiana; Florence, South Carolina; and Ponce, Puerto Rico in the US; Welwyn Garden City and Burgess Hill in the UK; Clarecastle in Ireland; Mannheim and Penzberg in Germany; Mississauga and Laval in Canada; Shanghai in China; Mumbai & Hyderabad in India; São Paulo and Rio de Janeiro, Brazil; Segrate, Milan in Italy; Johannesburg in South Africa; Karachi, Islamabad and Lahore in Pakistan. There are 26 manufacturing sites worldwide.

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