Business Support Specialist

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 Position

The Opportunity

The Business Support Specialist will be based in San José, Costa Rica and report to P2P Manger. You, as the P2P Business Support Specialist, will be accountable for the procure to pay (P2P) support operations for the Americas SSC in Costa Rica.  

Key Responsibilities

• Execute the day-to-day activities according to the agreed service level in the P2P business support field and in compliance with the SOPs of the respective business sub-process.

• Follow instructions in timely manner regarding daily work coordination

• Responsible for managing incoming and ongoing phone calls based on the predefined SLAs and procedures

• Contribute continuously to performance improvement of the Shared Service Center

• Provide support on system related questions, trainings, consultancy services on existing functionalities of the system for P2P End-users

• Provide support primarily by phone and ticketing/e-mail for SAP SRM related queries coming from Indirect Procurement End Users

• Create/maintain and follow up on cases/tickets with adequate quality and in timely manner –same day when possible - in order to achieve the best response and end-to-end resolution time

• Proceed with role ownership tickets in timely manner according to the guidelines

• Responsible for first level issue resolution and being able to make decision on further actions for completing and resolving the upcoming requests and issues.

• Liaise between other groups and the business, by reviewing feedback related incidents and sharing the knowledge and instructions with the Requestor on the adequate level

• Maintaining SOPs, annexes and training materials for 1st level support.

• Prepare and share knowledge base documents in timely manner.

• Delivering process training to the end users as needed.

• Complete ad-hoc reporting activities, pro-actively practice the available and required tool sets.

• Work on the regular and ad-hoc monitoring activities and apply fixes regularly.

• Initiate clear email/phone communications with the respective contacts

• Maintain Portal notifications in timely manner by following the procedure and involve IT when needed

• Contribute to a proper availability planning within the Team by discussing planned holiday/training schedule in advance

• Contribute continuously to the implementation of new tasks and responsibilities coming to the SSC

Qualifications

• A solid understanding of the procure to pay end to end process.

• Strong ability to prioritize and organize work effectively, adhere to tight and established deadlines

• Demonstrated communication skills with a focus on customer service

• Ensuring high quality of day-to-day activities within SLA and with full compliance of local, corporate and audit requirements

• Support the process improvement and best practice implementations

• Maintain Excellent Key Performance Indicators and takes care of internal operation improvements

• Support the department's operational topics in collaboration with direct reports and peers

• Oversees and manages operational and statistical performance indicators.

• Experience in supplier relationship management

• Basic understand of procurement support

• Familiarity with ticketing tools

• Good numerical and analytical skills

• Good time management (high sense of urgency)

• Language: English & Spanish required

• High School Diploma

• College or University degree in finance, informatics, business administration or economics.

Experience

3+ years experience in operational procurement support role

3+ Ticketing tool experience

3+ SAP (or ERP) experience

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.