IT Workplace Experience Specialist(m/w/x)

Description

In this role, you will enhance the digital workplace experience for employees in Vienna, driving productivity through consultancy and support. Your day-to-day responsibilities will include managing IT services, overseeing incident resolution, and collaborating with service providers to ensure high-quality support.

Requirements

• •Strong consultancy skills
• •Business acumen
• •Experience with enterprise applications and adoption
• •Ability to influence global initiatives
• •Clear communication of technical topics
• •Building trusted relationships across teams
• •Empathy
• •Growth mindset
• •Strong collaboration skills
• •Connection to local site environment
• •Well-networked within global Informatics
• •Eagerness to drive adoption of Roche IT standards
• •Fostering a positive, knowledge-sharing culture
• •Progressive risk management
• •Lean-Agile & Enterprise mindset
• •Focus on delivery through collaboration
• •Bringing people together across organizational boundaries
• •Intellectual curiosity
• •Integrity
• •Passion for innovation
• •Understanding of Roche-supported operating systems
• •Knowledge of Google Suite of Applications
• •Experience with ticketing systems
• •Troubleshooting hardware, software, and mobile devices
• •Excellent working knowledge of ITIL processes
• •Solid written and oral communication skills
• •Communication skills in local and English languages
• •Frequent travel between affiliates
• •Understanding of MacOS technical background support

Tasks

• •Act as a digital enabler for business colleagues
• •Own the digital employee experience for all sites in Vienna
• •Drive employee productivity through consultancy and personalized support
• •Leverage data for proactive support
• •Manage the Incident/Request management processes to meet SLAs
• •Drive continuous improvement through trend analysis
• •Oversee IT hardware lifecycle management and deskside support processes
• •Handle procurement and contract management
• •Provide support for onsite services like events and meetings
• •Promote best practices for user experience
• •Enable standard workplace infrastructure and global/local projects
• •Proactively address process-improvement ideas
• •Support the budgeting process for the site
• •Assist with local audit, inspection, and certification requirements
• •Support Business Continuity and IT Disaster Recovery planning
• •Partner with internal and external service providers
• •Ensure local services meet quality standards and SLAs
• •Monitor and report on local service performance
• •Conduct regular service reviews with stakeholders
• •Oversee local incident and request management for timely resolution
• •Manage the relationship with the Managed Service Provider
• •Serve as the primary contact for escalating service issues
• •Communicate site-specific needs and performance data to management

Tools & Technologies

Benefits