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 IT Data Analyst is a key specialist responsible for providing data-driven insights to optimize service delivery, operational excellence, and the AI and Automation Roadmap for the Engineering L1 Support Team as part of the General Operations organization. This role focuses on in-depth analysis of operational data to consistently identify opportunities for efficiency gains, process optimization, and the practical application of AI and Agentic AI solutions in a service-focused environment. You will translate complex metrics into clear, actionable recommendations to support Continuous Service Improvement (CSI).
Responsibilities
- Data-Driven Opportunity Identification: Continuously analyzes service data (e.g., ticket volume, MTTR, SLAs) to discover patterns, identify the most costly tasks, and actively propose concrete opportunities for automation, efficiency, and "Shift-Left."
- AI and Automation Roadmap Support: Collaborates with engineering teams to develop data-driven business cases for AI/AIOps initiatives (such as agent implementation) and measures the impact and return on investment of implemented solutions to drive the AI and Automation roadmap
- Operational Dashboarding: Designs, builds, and maintains operational performance dashboards, focusing on key metrics that measure service quality beyond traditional SLAs, to increase employee productivity
- Process Optimization for CSI: Uses data analysis to foster a culture of Continuous Service Improvement (CSI), standardize complex Level 2 (L2) proc
📌 IT Data Analyst (España)
🏢 Roche
📍 España