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
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
Excellent follow-through skills
Ability to communicate clearly with technical and non-technical audiences, both verbally
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.
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IT Service & Operations
focused healthcare groups. Our success is built on innovation, curiosity and diversity.
Roche is an equal opportunity employer.