Business Support Specialist

hace 7 meses

San Rafael de Escazú, Costa Rica Roche A tiempo completo

The Position

As a member of the Global Digital Hub Team, you will work to ensure fulfillment of the Global Digital Hub long term outcomes and strategy as well as excellent delivery of our various digital operations priorities. You are responsible for supporting and executing different initiatives, you work with relevant stakeholders on how to further develop their digital performance and ensure they leverage the available digital tools in order to meet their overall goals.


A Business Support Specialist is a technically-qualified person (expert) that strives to achieve business goals through commercial operation by supporting stakeholders in digital platforms. The Business Support Specialist is responsible for consulting and partnering with Roche Divisions and/or affiliates in executing on the digital strategy by delivering a full suite of objectives across the Roche commercial related applications. The Business Support Specialist is a skilled expert that plays an active part in the business support roadmap and the Q2C (Quote-to-Contract) and O2C (Order-to-Cash) lifecycle of Roche Diagnostics, acting as a first level support for a growing portfolio of business services in the scope of Quote Management, Contract Management, Contract Fulfillment and Customer Billing, Contract Monitoring and Customer Service Management.


As Business Support Specialist you support and co-create with different stakeholders of Roche. The role acts as a subject matter expert role to reach Global Digital Hub’s and its direct stakeholders’ key objectives and business goals by owning and executing commercial support to enable relevant stakeholders being accountable for their own business outcomes and partnering them to reach those. The prime focus is to offer commercial support to accelerate the Q2C and O2C life cycle, improve customer satisfaction and support affiliates in their operational activities. 


The Business Support Specialist role is responsible for ensuring that the Roche commercial platforms, systems and processes are aligned with global best practices and are continuously enhanced and developed to support Roche digital maturity. 


Responsibilities

Supporting and managing Roche activities related to Roche digital ecosystems and other connected platforms, channels, integrations (if applicable) and tools
Operationally maintaining and supporting the systems and its data, ensuring all system releases are implemented correctly by utilizing appropriate processes, further supporting solution roll-out
Supporting business users through the resolution of inquiries, service requests, and reported issues of the Contract Management Lifecycle Deal Solutions systems
Demonstrating the ability to learn and effectively manage and analyze data and data systems to identify root causes and articulate impact to business users.
Monitoring and reviewing data quality aspects and performing data cleansing activities
Communicating with various stakeholder groups on local, regional, and global levels, understanding their preferences, needs and developing solutions to reach goals

Day-to-day operation:
Collaborating with different stakeholders from the business and IT to oversee and perform administrative, operational and analytical service activities in the Contract Management Lifecycle Deal Solutions systems
Operationally maintaining and supporting the systems and its data by utilizing appropriate processes and driving data cleansing activities to achieve business results and data quality
Consulting on and resolving issues regarding incorrect setup and platform limitations (tool handling issues, business logic issues, data availability/consistency issues, etc.) to drive resolution of business issues and contribute to technical problem resolution
Delivering exceptional service and support to our business users by being mindful of technology, business processes and system implications to identify root causes of issues
Participate in Stakeholder meetings as a subject matter expert and point of

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