ASM Coordinator (Technology Solutions Coordinator)
Roche Diagnostics - Indianapolis, IN

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Job ID: 00371392

ASM Coordinator (Technology Solutions Coordinator)


Working Area

Information Technology, IT Infrastructure

Primary Location

US - Indiana - Indianapolis


Roche Diagnostics



Job Type

Regular Employee

Who we are

At Roche, 80,000 people across 150 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, and on seeing each other’s differences as an advantage. To innovate healthcare, Roche has ambitious plans to keep learning and growing – and is seeking people who have the same goals for themselves.

The Position

1. Ensure that Service Level Agreements, Operating Level Agreements and Underpinning Contracts (for Application Service Providers) are in place (G/R):
 Creates and maintains the Service Catalogue for the services the Service Manager is responsible for
 Identifies the entities (Roche Organizational Units, external suppliers etc) in the service chain and ensures that Operating Level Agreements and/or contracts are in place to support the service being delivered
 Defines and agrees Key Performance Indicators to support Service Level Agreements, Operational Level Agreements and underpinning Contracts
 Establishes a routine process to review and refresh the Service Level Agreements and Operating Level Agreements as necessary

2. Ensure service requirements are understood and met for capacity, availability, continuity and security based on Service Level Agreements (G/R):
 Understands business requirements for IT services related to availability, capacity, continuity and security
 Translates requirements into Service Level Agreements and establishes measurements to report on them
 Provides requirements to the Technology Solution Manager and the Technology Solutions Architect in order to design appropriate solutions

3. Accountable for engaging the Technology Project Manager and delivery of the project (G/R):
 Defines Service Request
 Requests and assigns Technology Project Manager
 Manages the Service specific Project Portfolio
 Monitors, reports and refreshes (as necessary) the plan on a routine basis
 Ensures timely communication to the FEx Delivery Service Manager or equivalent Diagnostics position in the event of conflicts or delays

4. Accountable for incident and problem management processes (G/R):
 Ensures that the services being provided are in compliance with the Incident and Problem Management processes
 Monitors Incident and Problem Management performance and produces reports based on metrics, and ensures emergencies are escalated to the appropriate parties as necessary
 Acts as the single point of escalation for incident and problem management for the FEx Delivery Service Manager
 Routinely monitors outstanding incident tickets, and follows up as required to ensure customer satisfaction and SLA adherence
 Builds and maintains good working relationships with the FEx Delivery Service Manager
 Monitors customer satisfaction.
 Proactively seeks feedback in order to identify areas for improvement opportunities  Develops and maintains service improvement plans if necessary

5. Responsible for change control procedure and process and ensure overall roll-out schedule of new services (release management) (G/R):
 Develops and maintains an annual calendar of business events to ensure that changes do not occur during business sensitive or critical periods
 Ensures changes are implemented according to the agreed Change Management SOPs
 Ensures changes are properly administered according to the agreed Change Control processes with FEx Delivery Service Manager
 Ensures that relevant service providers for the areas effected are invited to the Change Advisory Board meetings as required
 Maintains and publishes the forward schedule of change in conjunction with the FEx Delivery Service Manager
 Liaises with the FEx Delivery Service Manager and Project Management (if required) to monitor progress of approved changes and to ensure an appropriate release management strategy
 Provides guidance to properly plan the roll-outs of new services to the business (consisting of new services as a result of approved projects and enhancements as well as bugs to existing solutions associated with services)
 Monitors, reports and refreshes (as necessary) the plan on a routine basis
 Ensures timely communication to the PGx Delivery Service Manager in the event of conflicts or delays

6. Plan and manage service portfolio and supports the commercial process. (G/R):
 Creates service portfolio plan (inventory, new service requests, major changes), updates plan regularly and reports back to the FEx Delivery Service Manager
 Collects and maintains the inventory data of infrastructure solutions for the commercial process input

7. Manage existing Application Service Provider relationships and contracts (G/R):
 Establishes and maintains relationships with vendors and contracts which provide services to the FEx Delivery Organization
 Works with other Service Managers responsible for service components being part of the service
 Monitors vendor performance against defined SLAs
 Ensures regular reviews of Contracts, SLAs and any other related agreements to ensure satisfactory performance and contractual integrity
 Feeds back performance assessments to the vendor
 Manages the vendors to ensure service improvement programs are adhered to
 Acts as an ambassador for both Roche and the FEx Delivery Organization during interactions with the vendor

8. Service Monitoring and Service Reporting (G/R):
 Develops reports based on Key Performance Indicators defined in the Service Level Agreement
 Publishes the reports at the frequency agreed with the FEx Delivery Service Manager
 Contributes to FEx wide effort on SLA reporting
 Contributes to the effort to standardize reporting

9. Own the total cost of the service provided (G/R):
 Owns the total cost of service as supplied by the component managers
 Ensures total cost is aligned to customer expectation and agreement
 Continuously drives components managers to reduce costs to industry standards or better, while maintaining appropriate levels of service quality

10. Project related tasks (G/L/R):
 Creation of feasibility study
 Translating feasibility studies into solution design and specifications

11. Coordinates and manages installations (L/R):
 Coordinates installations, upgrades, changes with customer, Group Infrastructure Service providers, external vendors

12. Key contact for NA IM organization for operational aspects of locally hosted SDS team (L):
 Representation of Service Management
 SDS solutions

Who you are

You’re someone who wants to influence your own development. You’re looking for a company where you have the opportunity to pursue your interests across functions and geographies, and where a job title is not considered the final definition of who you are, but the starting point.

  • Degree in Computer Science or equivalent experience
  • 2+ years of experience in infrastructure management and support
  • Strong customer focus and service management skills
  • Basic technical skills of IT systems and related components such as network, server, OS, database and client
  • Basic knowledge and experience of application technologies implemented within IT
  • Experience working in virtual across infrastructure and customer areas
  • Experience working in virtual cross functional teams
  • Able to communicate business issues to technical colleagues
  • ITIL Service Management certification
  • Broad service management background and experience in infrastructure operations and technologies
  • Experience with Computer System Validation including IQ/OQ assurance, SOP development and implementation
  • Experience working in a major, global organization
  • Multicultural and international experience
  • Highly adaptable to change
  • Strong interactive and influential skills
  • Flexible working hours as defined in service level agreements
  • Fluent verbal and written English language skills
The next step is yours. To apply today, click on the "Apply online" button below.
Roche is an Equal Opportunity Employer



About this company
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Roche is on a medicinal roll. The company operates two segments, pharmaceuticals and diagnostics, and sells its products in some 180...