Identity Management Agent SME
Roche Deutschland Holding GmbH
San Rafael de Escazu (Pharma), Costa Rica
hace 6 días

As a Identity Management Agent SME you will be based in San José, Costa Rica. You will be

working at Roche Services Americas, which is one of the Roche Shared Services Centers

worldwide providing IT, Finance, Procurement services to various countries in the Americas


Provides first-level technical resolution via multiple channels (eg Phone, Chat, Email) to provide

support to end users. Support includes multiple enterprise applications (e.g. Google suite, MS

Office suite, SAP, Internet browsers), and business / department-specific specialized

applications (e.g. Rexis, Salesforce, Aurora, Cisco Contact Center). Troubleshoots multiple

platforms to include Windows, Macintosh, smartphones and tablet devices. Identifies and

resolves hardware and software application conflicts. Follows global process for incident

escalation to second level work groups. Opens and closes service requests and incidents, as

well as manages the classification, assignment, tracking and completion of requests.

Acts as a Subject Matter Expert (SME) for at least one of the following applications,

software, hardware or other and ensures technical expertise of SME area is learned in

depth as main point of contact for SSC.

Acts as mentor to Service Desk Agent roles, as appointed by direct and / or operational manager.

Responsible for maintaining and continuously improving the quality system and achieving

quality objectives through daily actions. Drives overall end-user satisfaction through individual

and departmental Key Performance Indicators (KPIs).

Expert in the knowledge and implementation of a service, technology and / or application in the

SSC Organization.

Works with the service owner and ensures training of information across SSC.

Responsibilities can include writing knowledge articles, teaching others, partnering with

governance roles and managers to ensure the SSC provides effective support.

The Identity Management SME is experienced in the knowledge and application of corporate

identity management tools. The individual distinguishes with ease which tool(s) to use

according to the concrete scenario or situation being presented. There is a clear understanding

on any exceptions that apply to certain tools and accounts. Expertise on the usage of the tools

to answer any inquiries and for troubleshooting purposes. Acts as a Service Desk point of

contact for questions and direct collaboration with account teams to find improvements and

informing the organization when updates to the tools are scheduled. Advanced knowledge on

how to recognize and troubleshoot the different organizational processes and tools for

identifying, authenticating and authorizing individuals or groups of people to have access to

applications or systems along with their user rights and restrictions.

Your main task will include :

Responsible for IT incidents and requests received via multiple channels

e.g.telephone, email, chat, self service portal, ticketing application or other.)

Understand and adhere to Incident Management and Problem Management

processes and policies. Ensure that resolutions are consistent with global

standards and processes and do not introduce additional conflicts.

Provides first level support for incidents for Roche approved software (SW),

aligned with global and regional practices (e.g. Windows 7, Apple OS, Adobe

Products or other).

Provides first level support for incidents for Roche applications related to the

Google Suite, Microsoft Office, SAP, Document Management tools (e.g.

touchpoint, Sharepoint, Coremap), Conferencing tools (e.g. Webex), MAC

Applications, and others.

Provides first level support for Roche approved standard, and exception, hardware (e.g.

laptops, desktops, tablets, mobile phones / devices, monitors and printers), and

assistance for hardware (HW) requests per knowledge articles by location / site of end


As the ideal candidate for this role, you have a H.S. Diploma or equivalent and a

minimum of 5 years experience working in a customer support environment, call center,

help desk or desk-side support environment required; or Associate’s Degree and a

minimum of 2 years experience working in a customer support environment, call center,

help desk or desk-side support center

1 Year of experience supporting applications on a in IT Service Desk or Deskside


Proven experience managing roles of SME os technical expert is a must

Your further qualifications are :

Outstanding customer service, interpersonal skills and sense of urgency

Ability to work in, and contribute to, a fast-paced and changing environment, where

multiple priorities need to be effectively managed, while maintaining composure and

flexibility in a structured environment

Must have a high aptitude for learning

Must be highly accountable and results oriented; persistence, resourcefulness, drive and

ability to work proactively

Ability to work in and contribute to a highly team-oriented environment

Advanced ability with office productivity tools (Microsoft Office Suite, Google Apps)

Ability to explore new ways of sharing knowledge (e.g. images, videos)

Strong decision making and problem solving skills

Excellent technical skills for analyzing and troubleshooting problems in a complex

customer environment

Excellent follow-through skills

Ability to communicate clearly with technical and non-technical audiences, both verbally

and written

Excellent organizational skills and ability to prioritize tasks among many

Good understanding and strong demonstration of the English language

Work is performed under limited directions. Establishes own work priorities and timelines

Experience working with Microsoft Identity technologies including Active Directory,

Windows File Services, and Group Policies.

knowledge in administering Active Directory (AD) and GPO’s.

knowledge of AD, ADFS, PKI in Windows Server 2012, Windows Server 2012 R2.

knowledge of DNS, DHCP, WINS, DFS, in a Windows 2012 landscape.

Knowledge of Microsoft Forefront Identity Management, Microsoft Exchange, Quest

Active Roles Server (ARS) are preferable.

Develops, documents, and enforces the standards, security procedures, and controls for

access to ensure integrity of the Windows Systems, Active Directory, and related


Knowledge of server virtualization technologies

Certificates, Licenses and Registrations :

MCP / MCITP, MCSA, Comptia Server+ trainings require, certification is a plus

Knowledge on Logical Security process, authentication and access control

Cloud computing and application certification desired

Active Directory, software deployment and testing experience is a must

The desired start date would be as soon as possible.

Roche is an equal opportunity employer.

Information Technology, Information Technology >

IT Service & Operations

  • At Roche, 94,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-
  • focused healthcare groups. Our success is built on innovation, curiosity and diversity.

    Roche is an equal opportunity employer.

  • Location Costa Rica, San Rafael de Escazu (Pharma) Function Information Technology Subfunction IT Service & Operations Schedule Full time Job level Individual contributor Job type Regular Division Roche Pharmaceuticals Posted since 2018 / 10 / 04 Posted until 2018 / 11 / 04 Job-ID 201809-122575
  • Melissa Avila
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