Process Solution Lead

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 Position

We are looking for You to join Roche and our Roche Services & Solutions Center in Budapest!

Roche is a global healthcare company - founded 125 years ago in Basel, Switzerland, offering exceptional career paths and great benefits for fresh graduates and outstanding professionals.

We are continuously expanding, looking for new talents to join our transforming Services & Solutions Center. We offer a flexible working framework (1 office day/week on average) and provide fully remote working conditions (even after the pandemic situation).

Roche Services Solutions aims at "transforming the way Roche operates.'' As a global organization of more than 2,800 employees, we enable Roche to operate in a competitive and ever-changing business environment. We provide our partners with end-to-end business services and solutions, enabling them to focus on patient-centric activities.

Embracing a OneRoche mindset, we leverage our global network located in Budapest, San José (Costa Rica), Kuala Lumpur and our other sites to remain customer-centric 24/7 and co-create solutions together

About The Role:

The End-to-End Support Framework (E2E SF) is composed of a support structure, processes, and tools. It manages and constantly evolves end users' end-to-end interactions leveraging enterprise systems and solutions. 

The Process Lead is a key position to co-create and lead the future sustainability of the End-to-End Support Framework product and its adoption within Roche.
Being a member of the End-to-End Support Framework Enabling team you are responsible for ensuring the End-to-End support framework processes evolve and are successfully adopted across support organizations.

In particular, this role designs, evaluates, and delivers processes for the E2E Support Framework and applies principles and guardrails translating the needs of Roche’s business strategy into efficient and effective processes driving towards a OneRoche vision. This role drives a coherent process design end-to-end by considering aspects of the End-to-End Support Framework value streams, architecture, and the supporting tools.

The aim is to build a seamless End-to-End Support Framework that:

• Enables efficient support structures delivering high-class support services

• Supports a superior user experience for both, the end users and support personnel

• Allows effective sustainment of the framework without creating technical debt

• Facilitates easy onboarding of additional sites and business applications 

• Drives the E2E principles towards a OneRoche approach

Your main responsibilities will include:

• Responsibility for process design, governance and business acceptance of our respective E2E Support Framework processes

• Responsibility for achieving process harmonization and quality improvements across the different services, the underlying processes and the corresponding business impact

• Ensuring that processes are properly reflected in the supporting tools, enable the collaboration model and support the methodology used to provide the service for the respective solution are fit-for-purpose and support the self-directed teams

• Decision-making authority/Ownership of End-to-End Support Framework managed processes (Call-to-Resolution, Detect-to-Correct, Idea-to-Request, Request-to-Deploy)

• Establishing and maintaining a community within the Roche organization to understand timely organisational drivers relevant for the End-to-End Support Framework process area in order to consider these in the process strategy.

• Verbalizing and explaining the context to relevant stakeholders

• Accountability to onboard stakeholders/partners regarding the End-to-End Support Framework process area strategy, governance, and activities

• Ensuring the sustainability, consistency, efficiency, and effectiveness of the deployed End-to-End Support Framework services

• Active management of key stakeholders across the organization and partners

Who you are:

• 5 - 10 years of experience leading process development and maintenance

• Have a strong background in the support (framework) processes, procedures and tools

• Broad and strong business process overview (Finance, non-Finance) with proven ability to go from high level to detailed processes and be able to align them to our End-to-End Support Framework

• Solid understanding of ITIL Incident, Problem, Request and Knowledge Management processes and a good knowledge of the other ITSM processes

• Have knowledge on the support channels (e.g. ChatBot, Service Portals) 

• Fluency in Business English

• Ability and mandate to influence and drive the adoption of new technologies and services

• ServiceNow background is a great advantage

• Respected and accepted as a trusted partner across all functions and divisions

• Ability to understand the needs of the personas and consumers

• Ability to to define support channel strategies and ways on how support will happen for these specific personas

• Ability and authority for assessing and recommending process improvements

In exchange we provide you with:

• Development opportunities: Roche is rich in learning resources. We provide constant development opportunities, free language courses & trainings, the possibility of international assignments, internal position changes and the chance to shape your own career. 

• Excellent benefits & flexibility: We also ensure flexibility, to help you find your balance: home office is a common practice, and its conditions can be tailored for employees according to needs. We create the opportunity for freedom in working, where your corporate and private life coexist in harmony.

• A global diverse 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: https://go.roche.com/budapest-data-privacy-notice-candidate

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.

The Roche Services & Solutions as well as People Support Solutions organisations located in Budapest provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the EMEA region. Today Roche employs altogether around 2000 employees in Hungary.