Quote to Contract Business Support Analyst - German Speaking

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; fluency in German required; 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 & flexibility: 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. We also ensure flexibility to help you find your balance: home office is a common practice (2 office days/week on average and we provide fully remote working conditions within Hungary). 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. Thats what makes us Roche.

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

A healthier future drives us to innovate. Together more than 100000 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.

Lets build a healthier future together.