Enterprise Master Data Management Operations Specialist

Roche fosters diversity, equity and inclusion, representing the communities we serve. When dealing with healthcare on a global scale, diversity is an essential ingredient to success. We believe that inclusion is key to understanding people’s varied healthcare needs. Together, we embrace individuality and share a passion for exceptional care. Join Roche, where every voice matters.

The Position

As a Master Data Specialist, you are responsible for the dedication towards undisturbed business activities by committing to a Service Level Agreement.

In this role, you will ensure that technological architecture meets user requirements. Execute the day-to-day activities according to the agreed service level and in compliance with the SOPs of the respective business sub-process.

Follow the instructions of the Lead Enterprise Master Data Management Operations regarding the daily work coordination, and propose process and system improvements across multiple divisions. Contribute continuously to the improvement of the performance of the Finance and Procurement organization as well as the performance of the RSS. 

Impact: This role has a major impact on the fields of General Accounting and Management Accounting (Finance & Controlling), Procurement, Sales & Distribution, and Reporting. (Because all relevant processes have dependencies on the properly maintained Master Data).   

Responsibilities:

Service Delivery

Perform complete, stringent, and timely tasks including but not limited to:

System analysis, issue resolution, inquiry handling

• Ensure process compliance.

• Handling incoming incidents, and supporting Roche Affiliates.

• Utilizing a ticketing system for incoming requests and issues.

• Work to SLA thresholds for incident(s), and request(s).

• Act as the first point of contact for Business Users in regard to the maintenance of Supplier, Customer, Employee, and Intercompany Master Data.

Documentation handling and reporting

• Maintain process documentation, training materials and knowledge base.

Cross-Functional Collaboration

Proactively seek opportunities to allow more effective cooperation between teams/ team members regardless of country/functional assignments:

Training and advisory

• Preparation of learning path including training material

• Contribute to cross-departmental initiatives 

• Coordinate with Support teams process- and system changes.

• Support other functions within the RSS by providing cross-department pieces of training.

Service Transition

Project Management, process improvement

• Project management (lead, coordinate, facilitate, participate within RSS projects and participate in global projects)

• Deployment support (data collection, training, hypercare, HPALM test script creation, test coordination)

• Participate in technology projects, providing functional analysis and testing and scripted regression testing in HP ALM system

• Coordination of scripted testing involving regional users and RSS users

• Identify opportunities for process improvement and assist in the implementation

• Creation of action plans and roadmaps to implement the solutions

• Assessing business performance and suggesting corrective actions

• Install, maintain and support new applications

• Prioritizing and managing several open cases and mini projects at one time

Leadership, People and Culture

Stakeholder Management

• Regular communication to the Finance & Procurement community

• Act as an escalation board in IT

• Establish strong relationships with key internal stakeholders to understand their business needs

• Provide exceptional Service support to the business

• Establishing a good working relationship with the business and 3rd party

• Work with a variety of business and technical teams to enhance service

• Understanding business change needs, assessing the business impact of those changes, capturing, analyzing and documenting requirements and supporting the communication and delivery of requirements with relevant stakeholders

• Understanding customers’ objectives, processes, and products E2E

• Acting as a conduit between business and the technical support and project teams

• Proactively seek opportunities to allow more effective cooperation between team members

• Display high integrity on the job and comply with the Roche guidelines.

• Flexible perform various assignments as business needs warrant (including cross-geographic or cross-functional tasks that might arise as the business evolves)

Employees are responsible for performing their duties in line with the SHE (Safety, Security, Health and Environmental Protection) Guidelines and the applicable law. It is required to complete the mandatory training courses and follow procedures and instructions accordingly.

Who you are:

You are a strong communicator & team player with multicultural acceptance and service orientation.

• Strong communication skills in English (written and spoken) are essential.

• Strong customer-centricity and stakeholder management skills.

• Experienced in SAP (FI, MM, CO, SD).

• Ability to work independently and in team as well.

• Focus on details and innovation.

• Skilled in multitasking and prioritization.

• Has analytical thinking.

• Master Data management experience 1 - 2 years.

• Project experience (desirable).

• SAP technical knowledge  - MM, AA, SD module – limited (desirable).

• MD basics (desirable).

Further requirements:

- Experience in Shared Service or Customer Service Centre in a support function is a plus.

- Bring the following qualifications: 

Bachelor's degree from the relevant fields of study: Finance or Accounting, Information Systems or Information Technology, Business Administration or Management, Data Science or Data Analytics, Supply Chain Management or Operations Management.

Who we are

At Roche, more than 100,000 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.

The Roche Services & Solutions as well as People Support Solutions organisations located in San Jose provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the Americas region. Today Roche employs altogether around 800 employees in Costa Rica.

Roche is an Equal Opportunity Employer.