Job Description What we do: The Global Customer Experience serves as a highly skilled support unit for Finance, Procurement and IT related processes amongst others. Our unit provides support for all Roche affiliates around the world and grants continuous career opportunities. Job Accountabilities: I2P System SupportHandle all incoming queries from the business in relation to I2P and follow-up from inception to closure of all tickets.Assist end-users with general use, navigation, functionalities and processes queries related on I2P system.Workflow monitoring and reassignments to ensure approver are correctly updated in the system.To perform system troubleshooting, in-depth analysis by proposing solution, workarounds, and escalate them to relevant team, when required.To raise change request or JIRA card when there is bug fix or new feature and enhancement required for the system.Develop knowledge and capability to raise competence to expected levels to meet current and future business needs.Contribute process and technical expertise to ensure all parties updated with the change and latest developmentBuild strong collaborative networks with key stakeholders and ensure good/adequate communication.Communicate and collaborate proactively with business users, GBPM, IT and management to resolve issues.Ensure quality and accurate delivery of services within agreed key performance indicators (KPIs) and as defined in the Service Level Agreement (SLA) and SOPs of the respective business sub-process. 

Participate to the continuous improvement initiatives by proposing systems enhancementsContinuously develop the skills/competences by sharing the knowledge with other team members and participating to offered training sessions

Support on new system development, testing and go-live.Deliver related training to internal stakeholders