Informatics Delivery Service Management Intern null

About Roche Malaysia

Roche Malaysia, a subsidiary of the global healthcare company Roche, has been present in Malaysia since the 1950s and has grown into one of the leading healthcare companies in the country. The company is dedicated to the pharmaceutical business and provides quality healthcare products and services to improve patient's quality of life.

Your role

Job summary

The Intern will work closely with the Delivery Service Management community to identify areas of improvement and propose solutions to enhance the service management processes. The Intern will be responsible for analyzing ServiceNow tickets, identifying trends, and proposing improvement ticket handling process gaps; involving capturing, categorizing, prioritizing, assigning, tracking, and resolving reported incidents to maximize the accuracy of the service management reporting.

Key responsibilities

• Analyze ServiceNow tickets and identify trends in incidents, service requests, problems, and changes.
• Propose ideas for process improvement and implement solutions.
• Assist with the development and maintenance of ServiceNow workflows, reports, and dashboards.
• Monitor and analyze reports on ServiceNow metrics and KPIs.
• Support in the root cause analysis process.
• Provide support for continuous service improvement initiatives.
• Develop and deliver presentations on service improvement initiatives to stakeholders.
• Please note that the responsibilities mentioned in this job description are not exhaustive and the role may require additional tasks as assigned by the supervisor later.

Training & development

Roche provides specialized internship programs and practical placements across various fields. As an intern, you will take charge of your projects, learn to take initiative, gain direct experience with their operations and procedures, and experience the dynamics of working with team members and diverse stakeholders. You will be connected to Roche’s global network and have numerous opportunities for on-the-job and off-the-job training for your personal and professional development.

Benefits

In addition to a monthly internship stipend, interning at Roche Malaysia offers the following benefits:

• Gain hands-on experience in Delivery Service Management within a dynamic, supportive, and global environment.
• Opportunity to work closely with experienced professionals and learn from industry experts.
• Daily immersion in delivery service management within a genuine business environment.
• Opportunity to develop your skills in the IT-related field
• Potential for growth and advancement within the company based on performance and achievements.

Career progression

Roche provides a comprehensive career path for interns, starting from hands-on experience during the internship, to more structured training and development opportunities post-internship. However, the specific career path can vary depending on the individual’s role, location, and the specific needs of the business.

Work-life balance

Roche gets a score of 4.1 out of 5 in work-life balance. Most employees conveyed that they do not have any issues in balancing their personal lives and careers during their employment at Roche. In some positions, occasional night calls might occur due to time zone differences, however, colleagues in general are very respectful of your time off, and rarely do they disturb you at those times. There are also flexible work arrangements and a hybrid working model of once per week in the office.

Company culture

Roche’s company culture is centered around three core values: integrity, courage, and passion. The company fosters a diverse and inclusive environment where everyone feels a sense of belonging and can thrive equally, regardless of their unique characteristics. Roche’s approach to Diversity, Equity, and Inclusion is multidimensional, holistic, and personal, focusing on four strategic pillars: Patients, People, Culture, and Society.

About you

A candidate with a good understanding of service management and the ServiceNow tool will be a plus. The candidate must have the ability to work independently and as part of a team, be self-motivated, and be willing to go the extra mile to get things done.

Requirements:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• Excellent analytical skills and attention to detail.
• Good understanding of IT Service Management processes.
• Familiarity with the ServiceNow tool is a plus.
• Strong written and verbal communication skills.
• Ability to work independently and as part of a team.
• Ability to think critically and propose solutions to complex problems.
• Willingness to work extra hours to meet project deadlines.

Sources

We gather information on this page based on the following sources:

• roche.com.my/about/
• careers.roche.com/global/en/malaysia
• careers.roche.com/global/en/internship-programs
• careers.roche.com/global/en/students-programmes
• glassdoor.com/Reviews/Roche-Malaysia-Reviews-EI_IE3480.0,5_IL.6,14_IN170.htm?filter.iso3Language=eng