Digital Support Engineer

Roche is hiring a Digital Support Engineer to manage remote and on-site installation and validation of IT solutions at customer sites. The role also involves troubleshooting complex system issues, supporting project delivery and customer satisfaction, and mentoring and training colleagues.

Responsibilities:

• Responsible for the management of remote and/or on-site installation of IT product solutions at a customer site
• Determines customer needs and sets appropriate installation expectations, ensuring resources are aligned and available to complete the required activities within the prescribed time-frame
• Performs validation process of IT solutions to evaluate effectiveness
• Ensures all customers are fully satisfied with their IT product installation
• Serves as a technical resource for lower levels on more complex system issues and manages critical customer situations
• Participates in new hire training and mentoring activities based on area of expertise
• Meet standard  activities to ensure project progresses on schedule and fulfills specified project performance parameters
• Responsible for administrative requirements including expensing, project reports, documentation, status reports, and adherence to regulatory requirements
• Performs troubleshooting during the installation process through the post go-live time-frame to ensure that the IT solutions are fully functional and utilized as planned. Escalates implementation issues, as needed

Requirements:

• Bachelor's Degree in Computer Science preferred, Information Technology, Management Information Systems, and two years of laboratory IT, general IT, product line experience or 4 years of experience
• Experience installing and evaluating complex laboratory analyzers, IT products, Automation systems
• Technical skills within product groups; such as Microsoft Windows, Microsoft SQL, Microsoft IIS, Oracle, Apache, JBoss, Drupal, PHP, MySQL, Networking, Security and Intersystems Cache
• Fluency with healthcare domain integration standards (e.g. ASTM, HL7, IHE, DICOM, HIPAA, ADT, etc.)
• Fluency with file parsing (XML, XSLT, etc.)
• In-depth knowledge of the clinical customer base and critical components of an LIS and laboratory IT processes and workflows
• Ability to troubleshoot highly complex problems, consults, and drives resolution
• Exemplary communication skills; ability to effectively communicate with and translate requirements for both technical and non-technical groups
• Able to confidently communicate with customers as issues escalate to a level where organizational/operational expertise is required
• Excellent understanding of RDC total solution including interaction between RDC IT Solutions and Instruments
• Ability to evaluate complex processes and apply critical-thinking skills to complete assignments that are complex in nature
• Ability or aptitude to work on problems that are complex in scope where analysis of situations or data involves multiple contributing factors across multiple systems
• Ability to work on multiple projects concurrently managing time and expectations
• Ability to quickly gain knowledge and apply, understanding or skills and is willing to learn new solutions
• Effective communication skills; ability to effectively communicate with and translate requirements for both technical and non-technical groups
• One year project or process management experience, preferred
• Understanding of RDC total solution including interaction between RDC IT Solutions and Instruments