Global Customer Experience Intern – I2P System Support

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

Join Our Global Customer Experience Team At Roche
What We Do:

At Roche, our Global Customer Experience team is a dedicated support unit for Finance, Procurement, and IT processes worldwide. We provide essential support to Roche affiliates globally, offering continuous career growth opportunities.

Job Accountabilities:

I2P System Support

• Handle all incoming queries related to I2P (Invoice to Pay) system, ensuring timely resolution from start to closure
• Assist end-users with general use, navigation, functionalities, and process-related queries on the I2P system
• Monitor workflows and reassign tasks to ensure correct approver updates
• Conduct system troubleshooting, perform in-depth analysis, propose solutions, workarounds, and escalate issues as needed
• Initiate change requests or JIRA cards for system bug fixes, new features, and enhancements
• Develop expertise to meet current and future business needs
• Provide process and technical expertise, ensuring stakeholders are informed of changes and updates
• Build strong collaborative networks with key stakeholders, ensuring effective communication and resolution of issues
• Proactively communicate and collaborate with business users, Global Business Process Management (GBPM), IT, and management to resolve issues and ensure service delivery meets KPIs and SLAs
  
  

System Testing and Training

• Support new system development, participate in testing, and facilitate smooth system go-live
• Deliver training to internal stakeholders on system functionalities and updates
• Conduct delta and refresher training sessions for end-users
• Maintain regional training documentation and knowledge database
  
  

Continuous Improvement Initiative

• Contribute to continuous improvement initiatives by proposing system enhancements
• Share knowledge with team members and participate in training sessions to enhance skills and competencies
  
  

Ensure Compliance

• Ensure all business activities adhere to Company SOPs, local laws, and ethical standards
• Maintain compliance with Accounts Payable policies, directives, guidelines, and RSS SOPs
  
  

Qualifications Required:

• Solid functional knowledge of Finance and Procurement processes, particularly in Accounts Payable
• Proficiency in Excel, analytical skills, and presentation tools
• Strong ability to prioritize tasks, organize work effectively, and meet deadlines
• Excellent written and verbal communication skills
• Exceptional attention to detail, with strong analytical, research, and reconciliation skills
• Demonstrated customer service-focused communication skills
• Proficient in English with strong communication skills, both written and verbal
  
  

Joining Roche Means:

• Impact: Your work directly contributes to advancing healthcare globally, making a difference in the lives of millions
• Innovation: We encourage curiosity and push the boundaries of what's possible, driving continuous improvement and breakthrough solutions
• Culture: We foster a diverse and inclusive workplace where every voice is valued, creating a collaborative environment that sparks creativity and excellence
• Development: With extensive learning and development opportunities, including mentorship programs and career advancement paths, Roche invests in your growth and success
  
  

Willing to Work for 6-Month Internship Program:

• This internship opportunity is for a duration of 6 months, providing valuable experience and exposure within our dynamic team
  
  

Ready to Make an Impact? Apply now and be part of our mission to deliver better healthcare solutions worldwide. Together, we can redefine what's possible in healthcare.

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.

The Roche Services & Solutions as well as People Support Solutions organisations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region. Today Roche employs altogether around 1100 employees in Malaysia.

Roche is an Equal Opportunity Employer.