Commercial Support Specialist - Q2C Business Support Analyst

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

Relocation benefits are not available for this job posting.

Position summary: As a Quote to Contract (Q2C) Business Support Analyst, you provide global end-user support on systems, applications, information management, and Q2C business processes, resolving process-related support requests (e.g., tool handling, business logic, workflow, content availability, and consistency issues).

The Opportunity:

Manage the end-to-end lifecycle of incidents, requests, and tasks in line with global processes, keeping end users informed, monitoring applications/systems daily, and proactively identifying and resolving issues.

Collaborate closely with business/end users, internal/external teams, Business Process Management, Service Owners, Product Owners and global resolver teams to deliver the fastest, best-quality fixes and minimize impact on operations, end users, and patients.

Drive continuous improvement by contributing to process optimization and innovation, resolving complex technical issues, handling escalations, and creating, updating, and decommissioning knowledge articles and SOPs and other internal documentation, including organizing trainings and knowledge transfer.

Commit to continuous self-learning to stay current with new services and technologies, enhance technical expertise as business needs evolve, and consistently meet individual and team KPIs and metrics to ensure a seamless customer experience and act on feedback for improvement.

Who you are

University/College education (preferably Business, Business Informatics, Engineering or similar) and 1–2 years’ experience in customer service-related roles, with strong English communication skills (additional languages an asset) and comfort working autonomously in virtual, global teams.

Strong customer-oriented mindset with high accountability and results/goal orientation: takes ownership of end-to-end resolution, manages multiple priorities in a fast-paced, changing environment, and maintains composure, persistence, and proactivity.

Good understanding of IT solution components, their interactions, and data flows; familiarity with Q2C/O2C management processes and workflows; ITIL Service Management knowledge and/or experience with ITSM tools (e.g., ServiceNow) strongly preferred.

Excellent organizational and communication skills, able to prioritize tasks and produce clear, well-structured documentation; co-create in a complex, team-oriented global environment with strong cultural awareness and intercultural communication skills.

High learning agility with the ability to develop cross-departmental skills, comply with process requirements and all relevant laws/regulations, and consistently demonstrate resourcefulness, autonomy, and a strong drive for continuous improvement.

Please note: Resumes must be submitted in English, as our interview panel may include participants from outside your local country.

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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.