IT Workplace Experience Specialist

Let's build a healthier future, together By combining our unique strengths, we are redefining healthcare through sustainable action and innovation. For a behind-the-scenes look, check out this video to see how we at Roche are making personalized health care a reality. 

The mySugr GmbH was acquired by Roche in 2017 and our Vienna office is one of Roche's global sites. You will be located here, in the heart of Vienna, no matter if you work on a mySugr, Accu-Chek, navify or any other Roche product or solution. You can read more about the history of mySugr & Roche here.

Here's what we're looking for:

We're seeking an innovative and proactive IT Workplace Experience Specialist who's passionate about enhancing the digital workplace and improving employee productivity. You bring strong consultancy skills, business acumen, and experience with enterprise applications and adoption. You can influence global initiatives, communicate technical topics in clear, practical terms, and build trusted relationships across teams. With empathy, a growth mindset, and strong collaboration skills, you're connected to the local site environment, well-networked within global Informatics, and eager to drive the adoption of Roche IT standards while fostering a positive, knowledge-sharing culture.

Your upcoming mission:

• Act as a digital enabler for our business colleagues & functions

• Owner of the digital employee experience  for all respective sites in Vienna

• Drive employee productivity through consultancy, provide intimacy and site proximity at the sites,  and ensure a personalized Roche employee experience

• Leverage available data (e.g.: Nexthink, SNOW) for proactive support

• Support and manage the Incident/ Request management processes to ensure SLA's are met and drive continuous improvement through trend analysis

• Manage IT hardware lifecycle management & deskside support processes/managed services for the site, including procurement and contract handling

• Provide support & guidance for onsite services (e.g. events and meetings) by leveraging from internal and external providers. Drive the user experience and promote best practice

• Drive and enable standard workplace infrastructure, global/local projects and deployments in collaboration with product teams.

• Proactively address and follow through on process-improvement ideas

• Support & drive budgeting process related to the respective site

• Support local audit, inspection and certification requirements

• Support local Business Continuity and IT Disaster Recovery planning activities

• Partner with our internal and external service providers

• Ensure local services consistently meet agreed-upon quality standards, Service Level Agreements (SLAs), and experience levels

• Monitor and report on local service performance and SLA compliance

• Conduct regular daily and weekly service reviews of performance data with stakeholders and service providers to identify areas for improvement

• Oversee local incident and request management processes, driving timely resolution and minimizing impact on business operations

• Manage the local relationship with the Managed Service Provider (MSP) to ensure alignment with business objectives and effective service delivery

• Serve as the primary point of contact for escalating local service issues

• Communicate site-specific needs, challenges, and performance data to the Service Delivery Manager and relevant Product Managers.

Essential skills for your mission:

• Manage risks progressively and in a way that leads to opportunity

• Lean-Agile & Enterprise mindset that can break down silos. Focus on delivery through collaboration, and bringing people together to work towards the same purpose across organizational boundaries

• Intellectual curiosity and integrity and has a strong passion for innovation

• Understanding of Roche-supported operating systems, devices and applications,  including the Google Suite of Applications

• Experience with ticketing systems and troubleshooting hardware, software  and mobile devices

• Excellent working knowledge of the ITIL processes in an IT service delivery

• Solid written and oral communication skills in local and English languages

• Frequent travelling between our 2 affiliates in Vienna.

Bonus skills:

• Understanding of MacOS technical background support

What to expect:

• Ambitious and passionate people building meaningful products for a global audience

• An innovative agile working environment allowing for collaboration with really smart people and knowledge sharing in cross-functional teams 

• Loads of benefits ( Apple hardware, fitness, public transport, lunch benefit, language classes, professional training budget, chance to join global conferences...)

• Flexible working hours and home office policy, 5 weeks vacation

• An amazing office with a rooftop terrace, fully stocked kitchen and amazing barista coffee machines in the middle of Vienna… oh, and did we mention the best team in the world

In Austria, we have a legal obligation to disclose the minimum salary according to our collective agreement, which is gross EUR per month for this position. But Rest assured, we offer amazing competitive compensation packages which take into consideration current market trends, therefore you can expect a higher offer that reflects your experience level.

Who we are and what we care about?

We are committed to providing a healthy, equal and inclusive working environment for our employees to bring true relief to the patient We care about family friendly career paths, sustainability, a healthy lifestyle and the flexibility of a modern workplace. We maintain a culture of learning and sharing, as well as open and candid feedback. At every level, there are many opportunities to develop and grow - both professionally and personally. 

As a healthcare pioneer committed to transforming the lives of billions of people around the globe, we push boundaries to redefine what is possible. We know that early, accurate diagnosis is essential to maintain health, prevent disease and help advance new, targeted treatments and potential cures for the world's most serious health problems. We have a passion for innovation and a profound commitment to make a lasting impact on society by continuing to improve the standard of care for humankind. Our culture inspires us to create healthcare that is sustainable, efficient and financially viable. Healthcare that is built on people's needs, strong data and clinical insights. Healthcare that saves lives.

Interested? Great. We'd like to hear from you Just click that "Apply Now" button and send us your CV in English …. and anything else that you think might impress us.

Roche is an Equal Opportunity Employer.