GCS Senior Specialist – Network/IT Design

Roche•Santa Clara, CA

38d

About The Position

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. The Position As a member of Global Customer Support, supports on-market products, performs advanced second-level troubleshooting for network/IT issues, and provides guidance to junior members of the team. Works consistently with cross-functional teams, including Development, Bioinformatics (BFX), and Applications (App). Participates in and/or leads design reviews, and provides direction to junior members of the team on all elements of the project Charter in establishing service requirements on development projects. The GCS Senior Specialist is the third in the series of four jobs. The employee is involved in defining the work scope and works autonomously with little to no supervisor direction. Serves as a technical expert on customer IT/Network design and works on complex projects requiring broad knowledge of sequencing data systems. The Opportunity:

Requirements

Bachelor’s degree (in Computer Science, Information Technology, Engineering, or similar technical degree) and 5 years of relevant technical support or IT infrastructure design experience (customer-facing role and incorporating experience with troubleshooting and training).
Advanced knowledge of enterprise networking, IT infrastructure, data storage solutions (NAS/SAN), and bandwidth planning principles.
Strong understanding of customer IT environments, preferably in a diagnostics, life science, or regulated setting.
Possesses good communication, organizational, logical thinking, and presentation skills.
Communicates complex and unfamiliar ideas and solutions easily to users with little or no technical knowledge.
Ability to work independently on assigned tasks of broad scope with minimal guidance or supervision.
Normally receives little instruction on day-to-day work, determines methods and procedures on new assignments.
Ability to interact with appropriate internal cross-functional groups, areas, and regions.
Courteous and customer-oriented.
Works to satisfy internal and external partners.

Nice To Haves

Demonstrated knowledge of bioinformatics (BFX) workflows and sequencing applications (App).
Experience with Sequencing instruments and NGS technologies/workflow.
Practical experience with Linux commands and navigating log files using CLI.
Project management experience.
Previous experience mentoring and/or training.

Responsibilities

Provides on-market support by addressing complex Level 2 network/IT submissions independently with little or no direction.
Analyzes and understands customer use cases, bioinformatics (BFX) pipelines, and application (App) data flow to define infrastructure requirements.
Develops, documents, and iterates on comprehensive IT/Network guidelines for customer sites, including detailed plans for data storage and bandwidth capacity.
Leads the global customer-site readiness process from an IT/Network perspective, ensuring all preparations are complete prior to customer installations.
Creates, revises, and delivers curriculum for training sessions for affiliate teams on customer room readiness, network design, and IT guidelines.
Participates in and leads design review teams to provide an IT/Network service perspective, reviews and approves design change content, and creates the required deliverables.
Creates IT/Network service requirements on development projects and advocates for functional goals.
Responsible for creating and updating service documentation, service manuals, and technical bulletins related to network/IT setup, configuration, and troubleshooting.
Follows established Roche Quality System procedures in execution of work and identifies need for and creates new departmental procedures.
Utilizes project management fundamentals to ensure assigned projects are completed properly and on time (with potential to lead GCS projects as a TPM).
Other duties as assigned by management.