Digital Solutions Specialist at Roche Kenya

Roche in Nairobi, Kenya is seeking a Digital Solutions Specialist for the Diagnostics division. The role’s focus will be to map & review service processes, simplifying them by lean techniques, revising and digitizing them using available global tools (e.g. DiaLog and e-services) or by adopting external tools.

Key Responsibilities:

Technical Support

• Revise service processes, digitize, simplify by lean techniques them (e.g. case creation, skillset mapping in CRM etc).
• Increase the adoption of DiaLog portal and implementation of e-services (e.g. Online support, RDA roll-out).
• Maintain relevant contacts and assign requested e-services.
• Liaise with Regional / Global teams for troubleshooting in Digital tools.
• Collaborate closely with all internal stakeholders for creating a better Cx.
• Support the organization in a series of initiatives and projects (e.g. Customer facing story, Service contracts, Customer Events)

Stakeholder Management:

• Maintain high level of customer engagement by conducting visits to client sites and pushing the adoption of e-services.
• Support digital technical knowledge of clients and other stakeholders by providing relevant training.

You, as an ideal candidate, will have the following skills, experience and education:

• Essential: Qualification in Information Technology/ Information Systems/Systems Development or similar.
• Experience: At least 1-3 years experience in Service CRM case management systems (logging case details, creating and maintaining contacts, assigning e-services). User onboarding and training experience is beneficial.