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 PositionJob Summary职位概述:
作为罗氏诊断 Customer Care 团队在区域内的IT 技术专家，本岗位致力于为罗氏总部的数字化解决方案以及本地的数字化产品系列的实施、运维、优化等服务。通过与一线服务团队(RCS)、总部二线技术专家(TSE&TSA)及客户的紧密协作，确保数字化系统在客户端的高效、稳定运行，提升客户满意度，赋能罗氏数字化转型战略。
Main Tasks & Responsibilities主要工作职责 :
- 负责区域内罗氏数字化产品的复杂 IT 技术问题的接收、分析、诊断与解决。
- 对一线工程师和应用无法解决的疑难 IT 故障进行远程或现场技术支持，确保符合服务级别协议（SLA）的要求。
- 负责与 CC TSE IT二线团队对接，准确升级并追踪尚未解决的系统 Bug 或复杂技术案例。
- 深度参与区域内数字化项目的关键交付环节，包括复杂的网络架构设计、服务器部署、LIS/HIS 系统集成（HL7/ASTM 协议）及信息安全合规评估。
- 协助客户 IT 部门进行系统联调、压力测试及上线前的技术验证，确保产品顺利转入售后维护阶段。
- 担任罗氏与客户医院/实验室 IT 主任及工程师之间的技术桥梁，建立专业互信，有效管理客户在数字化产品运行中的技术期望。
- 负责区域内数字化产品的软硬件升级、补丁管理及信息安全漏洞修复的规划与实施。
- 总结区域内数字化产品的常见故障与案例，定期编写技术维护文档、知识库条目。
- 负责对区域内的一线服务工程师和应用及第三方合作伙伴进行 IT 技术和数字化产品的赋能培训。
- 经理指派的其他任务。
- 遵守罗氏所有合规要求，包括但不限于罗氏信息安全，罗氏商业中的行为，罗氏竞争法互动对话，罗氏安全健康环境等，合法合理开展业务活动。
Basic Requirements of the Job基本任职资格:
- 计算机科学、软件工程、医学信息学、自动化、电子信息或相关专业，本科及以上学历。
- 英语说写能力俱佳
- 熟练应用微软办公软件
- 拥有5 以上医疗行业 IT 支持（如 LIS, HIS, PACS, EMR）、IVD实验室数字化产品支持，或大型企业级软件技术支持经验。
- 具备实验室信息化系统或类似产品支持经验者优先；熟悉 Navify Lab Operation (nLO) 或相关实验室中间件/数据管理软件者优先。
- 熟练掌握TCP/IP 协议、路由/交换、网络安全（防火墙/VPN/网络隔离），具备 Windows Server/Linux 操作系统管理及虚拟化技术（VMware/Hyper-V/Docker）的实际部署与排错经验。
- 熟练编写 SQL 语句，具备主流数据库（Oracle, SQL Server, MySQL）的维护与诊断能力；深入理解 HL7、ASTM 等医疗行业标准集成协议。
- 具备优秀的跨团队沟通技巧，能将复杂的 IT 技术术语转化为业务或客户可理解的语言，善于处理客户冲突。
- 良好的英语读写能力，能够无障碍阅读全球英文技术文档、撰写技术报告，并和跨部门同事进行邮件或会议沟通。
Who we are
A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.
Let’s build a healthier future, together.
Roche is an Equal Opportunity Employer.
Skills Required
- Bachelor’s degree or higher in computer science, software engineering, medical informatics, automation, electronic information, or a related field
- Strong spoken and written English skills
- Proficiency with Microsoft Office
- More than five years of healthcare IT support, IVD laboratory digital product support, or enterprise software technical support experience
- Practical experience with TCP/IP, routing and switching, firewalls, VPNs, and network isolation
- Practical deployment and troubleshooting experience with Windows Server, Linux, and virtualization technologies such as VMware, Hyper-V, or Docker
- Proficiency writing SQL and maintaining or diagnosing Oracle, SQL Server, or MySQL databases
- Deep understanding of HL7 and ASTM healthcare integration protocols
- Strong cross-functional communication and customer conflict-resolution skills
- Experience supporting laboratory information systems or similar products
- Familiarity with Navify Lab Operation or related laboratory middleware and data management software
Roche Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Roche and has not been reviewed or approved by Roche.
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Retirement Support — U.S. materials describe a 401(k) with both matching and an additional company contribution, supported by formal plan documents and true‑up features. This structure is positioned as a standout element of the total package, particularly at Genentech.
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Leave & Time Off Breadth — Time‑off provisions include substantial vacation, a year‑end shutdown, and a paid six‑week sabbatical after six years. These elements indicate a recharge‑oriented approach within the U.S. offering.
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Healthcare Strength — Company materials emphasize comprehensive medical, dental, vision, and mental‑health resources alongside well‑being programs. Benefits pages consistently highlight breadth across core health coverage elements.
Roche Insights
What We Do
Roche is a global pioneer in pharmaceuticals and diagnostics focused on advancing science to improve people’s lives. The combined strengths of pharmaceuticals and diagnostics under one roof have made Roche the leader in personalised healthcare – a strategy that aims to fit the right treatment to each patient in the best way possible. Roche is the world’s largest biotech company, with truly differentiated medicines in oncology, immunology, infectious diseases, ophthalmology and diseases of the central nervous system. Roche is also the world leader in in vitro diagnostics and tissue-based cancer diagnostics, and a frontrunner in diabetes management. Founded in 1896, Roche continues to search for better ways to prevent, diagnose and treat diseases and make a sustainable contribution to society. The company also aims to improve patient access to medical innovations by working with all relevant stakeholders. Thirty medicines developed by Roche are included in the World Health Organization Model Lists of Essential Medicines, among them life-saving antibiotics, antimalarials and cancer medicines. Roche has been recognised as the Group Leader in sustainability within the Pharmaceuticals, Biotechnology & Life Sciences Industry ten years in a row by the Dow Jones Sustainability Indices (DJSI).
