Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.The PositionWe advance science so that we all have more time with the people we love.ResponsibilitiesService DeliveryPerform complete, stringent and timely tasks including but not limited to:System analysis, issue resolution, inquiry handlingEnsure process complianceHandling incoming incidents, supporting Roche AffiliatesUtilizing ticketing system for incoming requests and issuesWork to SLA thresholds for incident(s), request(s)Act as first point of contact for Business Users in regards to the maintenance of CoA, Cost Objects and Procurement Master DataDocumentation handling and reportingMaintain process documentation, training materials and knowledge baseCross-Functional CollaborationProactively seek opportunities to allow more effective cooperation between teams/ team members regardless of country/functional assignments:Training and advisoryPreparation of learning path including training materialContribute to cross-departmental initiativesCoordinate with Support teams process- and system changesSupport other functions within the RSS by providing cross-department trainingsService TransitionProject Management, process improvementProject management (lead, coordinate, facilitate, participate within RSS projects and participate in global projects)Deployment support (data collection, training, hypercare, HPALM test script creation, test coordination)Participate in technology projects, providing functional analysis and testing and scripted regression testing in HP ALM systemCoordination of scripted testing involving regional users and RSS usersIdentify opportunities for process improvement and assist in the implementationCreation of action plans and roadmaps to implement the solutionsAssessing business performance and suggesting corrective actionsInstall, maintain and support new applicationsPrioritizing and managing several open cases and mini projects at one timeLeadership, People and CultureStakeholder ManagementRegular communication to the Finance & Procurement communityAct as an escalation board in ITEstablish strong relationships with key internal stakeholders to understand their business needsProvide exceptional Service support to the businessEstablishing a good working relationship with the business and 3rd partyWork with a variety of business and technical teams to enhance serviceUnderstanding business change needs, assessing the business impact of those changes, capturing, analyzing and documenting requirements and supporting the communication and delivery of requirements with relevant stakeholdersUnderstanding customers’ objectives, processes, and products E2EActing as a conduit between business and the technical support and project teamsProactively seek opportunities to allow more effective cooperation between team members.Actively participate in workshops, meetings and work-related team eventsDisplay high integrity on the job and comply with the Roche guidelines.Perform various assignments in flexible manner as business needs warrant (including cross geographic or cross functional tasks that might arise as business evolves)Employees 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.Who you areYou are a strong communicator & team player with multicultural acceptance and service orientation.Minimum 1-2 years Master Data management experienceLanguages (MUST): Spanish (C1), English (B2+/C1), French (B2 +/C1)Strong communication skills in English (written and spoken) are essential.Strong customer centricity and stakeholder management skillsExperienced in SAP (FI, MM, CO, SD)SAP technical knowledge - MM, AA, SD module – limited (desirable)Ability to work independently and in team as wellFocus on details and innovationSkilled in multitasking, prioritizationHas analytical thinkingProject experience (desirable)MD basics (desirable)Further requirementsExperience in Shared Service or Customer Service Centre in a support function is a plusWe are seeking an individual with 1-3 years of Comprehensive insight of the processes of the FAO and P2P department. SAP technical knowledge – FI module and Controlling module.Bring the following qualifications:University or College Education, concentration on Finance or AccountingAccounting IAS Certification (CPA, ACCA etc.) is desirableRelocation benefits are not available for this job posting.Who we areAt 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.The Roche Services & Solutions as well as People Support Solutions organisations located in San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica.Roche is an Equal Opportunity Employer.
