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.

Responsibilities

Provide timely, high-level support and guidance to internal customers on the SAP Concur application to ensure timely resolution and customer satisfaction.

Serve as the first point of contact, handling incoming calls, live chat, and ServiceNow tickets related to the Travel & Expense Application (SAP Concur).

Ensure quality and accurate service delivery that meets agreed-upon Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and Standard Operating Procedures (SOPs).

Perform day-to-day administrative duties for the Concur system, including the timely creation, maintenance, and follow-up of cases/tickets.

Handle first-level issue resolution and make decisions on necessary further actions to complete and resolve incoming requests and issues.

Maintain current documentation for business systems and processes, and deliver process training to end users as requested.

Act as a liaison between other resolver groups and the business, collaborating with support teams like T&E compliance and Concur Technical Support to achieve fast resolution and high customer experience.

Who You Are

Strong Soft Skills: Demonstrate excellent customer service, organizational, time management, and prioritization skills, along with a detail-oriented, analytical, and fast problem-solving approach.

Communication: Must communicate effectively, both verbally and written, in Japanese (JLPT N1) and English; additional language skills are a plus.

Collaboration: Proven ability to work collaboratively as part of a global, multicultural team in a fast-paced and changing environment.

Technical Familiarity: Familiarity with ticketing tools (e.g., ServiceNow) and possessing good numerical and analytical skills.

Required Experience & Education: Seeking an individual with a required college degree and 1-3 years of related experience in T&E System Support, with experience in expense reporting software (preferably Concur) and a Shared Service/Customer Service Centre being a strong advantage.

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.