Client Technology Analyst - RDT Pharma Technical Operations

Genentech•Oceanside, CA

3d•$77,100 - $143,300•Onsite

About The Position

This is an exciting opportunity to join our Global Instrument Data and Connectivity team supporting QC-Labs and Manufacturing. The position will be located in Oceanside, CA. In this role, you will collaborate with your global team colleagues in engineering globally standardized solutions for QC and Manufacturing IPC and deploy and maintain global and local solutions at the site to meet validation requirements and security standards. The opportunity: Provides day-to-day support to employees in GMP environments related to network infrastructure, client hardware, operating systems, endpoint security and vendor software installations. Coordinates, diagnoses and troubleshoots issues, provides timely resolution of problems or escalation on behalf of customers. Ensures the lifecycle of local systems and local clients of global systems is updated incl. patching, endpoint protection, software versions and coordinates these activities with external service providers as well as with business customers. Installs and configures local desktop systems, client-server systems in collaboration with global colleagues and other sites. Keeps current local documentation of systems up to date, including system description, configuration items, manuals and IT related procedures, service level agreements, license agreements, service contracts. Understands and adheres to ITIL processes like incident management, request fulfillment, and knowledge management processes as well as GMP processes like Good Documentation Practise, Change Management, Problem/Deviation Management. Closely collaborates with stakeholders in business and other support organizations at the site as well as globally, incl. ITOT, shared support centers and external partners and vendors. Collects unmet demands and requirements for QC lab and manufacturing IPC solutions from local stakeholders. Coordinates global activities with stakeholders at the site. Assesses new technologies introduced by RDT or Business with regards to the alignment to Roche’s Technology Framework, Roche’s Security Framework, Data Integrity and capabilities related to data integration. Drives engineering and technical implementation of new technologies and elaborates future standards for new technologies in collaboration with global team members.

Requirements

Bachelor degree in Computer Science, Information Systems, Business Administration or other related field or equivalent work experience
Minimum of 5 years of related experience.
Appropriate certifications for desktop and applications support.
Comprehensive knowledge of Active Directory, Group Policy and device management tools such as MS SCCM, Acronis, Ivanti UEM.
Strong analytical skills for effective troubleshooting and problem solving.
Experience working with virtual teams with an international mindset
Outstanding customer, quality and delivery skills.
Ability to learn new technical concepts and systems
Experience in leading technical projects.
Exceptional interpersonal skills with the ability to translate technical concepts for non-technical audiences and collaborate effectively across departments.
Experience in working in or supporting GMP environments as QC laboratories and Manufacturing shopfloor.

Responsibilities

Provides day-to-day support to employees in GMP environments related to network infrastructure, client hardware, operating systems, endpoint security and vendor software installations.
Coordinates, diagnoses and troubleshoots issues, provides timely resolution of problems or escalation on behalf of customers.
Ensures the lifecycle of local systems and local clients of global systems is updated incl. patching, endpoint protection, software versions and coordinates these activities with external service providers as well as with business customers.
Installs and configures local desktop systems, client-server systems in collaboration with global colleagues and other sites.
Keeps current local documentation of systems up to date, including system description, configuration items, manuals and IT related procedures, service level agreements, license agreements, service contracts.
Understands and adheres to ITIL processes like incident management, request fulfillment, and knowledge management processes as well as GMP processes like Good Documentation Practise, Change Management, Problem/Deviation Management.
Closely collaborates with stakeholders in business and other support organizations at the site as well as globally, incl. ITOT, shared support centers and external partners and vendors.
Collects unmet demands and requirements for QC lab and manufacturing IPC solutions from local stakeholders.
Coordinates global activities with stakeholders at the site.
Assesses new technologies introduced by RDT or Business with regards to the alignment to Roche’s Technology Framework, Roche’s Security Framework, Data Integrity and capabilities related to data integration.
Drives engineering and technical implementation of new technologies and elaborates future standards for new technologies in collaboration with global team members.