Systems Process Specialist

Key Responsibilities End User Operation Support

• Acts as Point of Contact for End User/business stakeholders in terms of business requests and IT related issues via IT service ticket system.
• Perform Level 1 On Site/Remote support and troubleshoot to applications not limited to the following applications/system such as ERP System (SAP S/4HANA, EWM, Plant Maintenance, etc)), LIMs, MES etc
• Escalate and follow through IT Service tickets to Remote Core teams such as Level 2 Support Teams or DevOps Teams to resolve issues in a timely manner.
• Assign the correct and reasonable priority for IT issues on request of the end user
• Triages, prioritizes requests and tries to identify the nature / root cause of an issue (handling issue, data issue, authorization issue, IT issue).
• Distributes application issues that cannot be solved by him/her to the Level 2 Teams.
• Supports issue clarification on request of the Level 2 Support Teams.
• Validate the resolution proposals and perform the necessary test in case tests are required on request of the Level 2 Teams.
• Cooperate with Level 2 Support Teams during analysis of reported incidents
• Maintain close coordination and communication with End User/site business stakeholders for major incidents.
• For new IT initiatives/product/system roll out/Go Live to site, provide on site/remote on call support per business requirement such as adopting business shift pattern during initial roll out and stand down to remote On Call post Hyper Care after successful roll out.
• Support Global/Enterprise and Local ITOT application/system.
• Support application/system lifecycle such as OS or application release and upgrade, security patching etc for local ITOT systems if required.
• Act as Subject Matter Expert on IT technical related type of requests and enquiries to support business during GMP audits; Planned/Unplanned Events etc.
• Provide 24x7 routine operation service support per Service Level Agreements to business.
• Support/Participate Lifecycle planning/execution of ITOT systems (if applicable/required)
• Describes the full lifecycle of an integrated Change process to Business Process or IT System or both. This Framework combines the Assessment of the requirement, Build and Test work as well as Deployment and eventually delivery of the added value to the End User.
• Support/Participate Computer System Validation qualification for ITOT system (if applicable/required)
• Support/Participate retirement/decommissioning ITOT system/applications (if applicable/required)
• Adhere to the requirements specified in IT related Roche's quality policies/quality standards or related SOP.

• Support/Lead Continuous Improvement opportunities related to ITOT applications/system.
• Regular exchange with the Support network and or BPMs on support cases, best practices and process improvement proposals with network relevance
• Helps the End User to submit new ideas for process improvements, allowing a comprehensive approach for assessing both the process interdependencies as well impact to all underlying systems.

• Coordinate and conduct End User training
• Supports user authorization workflows (e.g. request, verify training, approve)
• Add information to the knowledge base
• Create/Review information Knowledge Article
• Create/Review training material
• Initiate knowledge management process

• Comply with all RSTO’s Safety, Health & Environmental (SHE) requirements, never put oneself and others at safety & health risks, and report any workplace accidents, near misses and hazards as soon as practicable.
• Observe all RSTO’s site security measures at all times, and report any suspicious characters/objects & damaged security mechanisms to Site Security immediately.

• Embody PT Lean Production System (LPS), while demonstrating a continuous improvement mindset and behaviors through the use and application of LPS tools for continuous improvement initiatives.

• BS or higher degree in Chemical Engineering, Electrical Engineering, Computer Science/Engineering, business administration or equivalent degree with at least 3 years relevant work experience in the pharmaceutical industry
• Experience/familiar with IT/Automation system support in biotech/pharmaceutical manufacturing GMP environment is a plus
• Experience with the design, implementation, commissioning, qualification/validation and maintenance of Manufacturing Execution Systems (MES), and/or Process Automation Systems (PAS). Experience or familiarity with Emerson Syncade MES, SAP S4 HANA, Mulesoft, SingLIMs is a plus.
• Knowledgeable about Windows Server Administration, SQL Databases, OPC communication, crystal report, software development for web based interface, integration with enterprise business systems (Mulesoft, LIMS, SAP, etc), TCP/IP, Cyber Security and Data Integrity concepts.

• Strong technical writing, verbal communication, interpersonal and problem-solving skills
• Strong analytical skills for effective troubleshooting and problem solving
• Candidates must be able to work well with others as a team member in an informal results- oriented work environment.
• Self-driven, Must have good communication skills (both verbal and written), and be able to work collaboratively with other groups.
• Passionate in learning and sharing/leveraging best practice; embed it as “next practice” to achieve greater impact
• Good service delivery through agile mindset, stability , flexibility and speed
• Eager to explore new technology and have the ability to learn new concepts.
• Excellent Customer Service/Interpersonal skills