DXP ServiceNow User Experience Catalyst

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The Position

DXP ServiceNow User Experience Catalyst
Roche India – Roche Services & Solutions (RSS)

Chennai or Hyderabad or Kuala Lumpur

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love.

That’s what makes us Roche.

The Roche Services & Solutions (RSS) organization provides services to the Roche organization out of our Headquarters in Basel / Kaiseraugst and the three strategic locations: Kuala Lumpur (Malaysia), Budapest (Hungary) and San José (Costa Rica). This is a recently established and rapidly growing global organization with a follow-the-sun ambition to support Roche affiliates and Global functions worldwide.

Digital Experience Platform (DXP) is a dedicated team in RSS within GCX, focused on delivering enhanced experience-centric support services across the whole Roche organization, by enabling innovative solutions to ensure support excellence

Our team consists of technical, process and operational support professionals who collaborate with teams across Roche and with key 3rd party vendors, to define, create and provide support solutions for our customer facing organizations

Your Opportunity

As a ServiceNow User Experience Catalyst, you will be responsible for the operational management of ServiceNow modules (e.g., ITSM, CSM), ensuring end users and process performers efficiently utilize these solutions in their day-to-day tasks. You will lead and provide consultancy and governance on catalog management and knowledge management, while also guiding and mentoring the existing team. This role requires a blend of development, operational support, and team leadership skills. Additionally, you will collaborate closely with the DevOps team to develop solutions as needed, ensuring seamless integration and alignment with organisational goals.

• To streamline the development pipeline, enhance continuous integration/continuous deployment processes, and improve overall delivery efficiency
• Works closely with developers to prioritize and manage the story backlog, ensuring alignment with business goals and customer needs
• Takes part in sprint ceremonies (like sprint planning, daily stand-ups, and retrospectives) to facilitate collaboration and continuous improvement
• Oversees the end-to-end delivery process, from story prioritization and refinement to release, ensuring stories are delivered with high quality and meet the Definition of Done
• Partners with cross-functional teams to optimize workflows and remove impediments, ensuring a smooth and efficient delivery process
• Leads efforts to implement continuous improvement and agile methodologies to enhance customer experience and business outcomes
  
  
  

Who You Are

• You hold a bachelor's degree in Computer Science or IT Background and 5+ years of experience in a comparable position supporting similar products in a multinational environment, mainly in a virtual setup
• Solid understanding of ITIL Incident, Problem, Request, and Knowledge Management processes, with good knowledge of other ITSM processes
• Good experience in supporting the management of business applications hosting the ITSM processes in scope
• Intermediate knowledge of ServiceNo9w; ServiceNow Admin Certification (CSA) and CAD (Certified Application developer in ServiceNow) is highly advantageous
• Knowledge of ServiceNow CSM (Customer Service Management) case management will be an added advantage
• Experience working within Scrum and Agile frameworks; exposure to a scaled agile framework is a plus
• Strong interpersonal skills to interact and communicate effectively with Informatics/Finance & Procurement staff across multiple countries and cultures
• Flexibility to work outside of business hours if required
• Solid coordination, organisational, and communication skills
• Strong verbal and written English skills; additional languages are an asset
  
  

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.