GCS RIS Support & Training Specialist

About the role

Roche's Global Customer Support department is looking for a Support and Training Specialist for its Information Solutions Clinical and Patient Insights Products. The role acts as supporter, trainer and coordinator between the global affiliates and internal departments, based in Sant Cugat del Vallès, with international travel of up to 30%.

Key responsibilities

• Provide second-level technical support remotely and on-site to minimise downtime and offer quick solutions.
• Keep up-to-date with RIS product knowledge and share it to stay ready for training and support.
• Transfer knowledge to trainers, service representatives, customers and product managers.
• Maintain and update a product knowledge pool, service documentation and training content.
• Develop training methodologies and learning paths, and train end customers and support staff.
• Oversee processes such as e-learning and service documentation, and define service, training and support concepts to improve quality and efficiency.
• Support regional cooperation, manage trainer certification and recertification, assist in product pilots and prepare for launches.
• Publish and maintain Service Notifications.

Required profile

• Bachelor's degree in IT, Computer Science, Management Information Systems or a medical-technical background with IT knowledge.
• Experience or background in supporting and training software products.
• Fluent English, oral and written; Spanish is an advantage.
• Strong stakeholder management, teamwork and customer-focused approach, and ability to explain complex technical concepts simply.
• Ability to work in global matrix structures and self-managed teams.

Required skills

• Knowledge of healthcare environments such as lab middleware, LIS or HIS is an asset.
• Interoperability standards such as IHE, HL7v2 or HL7 FHIR are an asset.
• Cloud architectures, observability platforms (Datadog, Grafana, Prometheus, Splunk) and networking are assets.