This is an exciting opportunity to join a global team of highly skilled IT professionals towards the one goal of ensuring that all IT solutions which impact our 100,000+ employees are successfully and smoothly transitioned from projects to operations. This team ensures that the regional service centers and service desk operations across the globe have all of the information they need to ensure that our customers are well supported by providing training, knowledge base articles and pilot / hyper-care support.
The Global Service Transition intern supports the team of senior specialists in their projects and also drives continuous improvement by developing and drafting new tools and templates for service transition and OCM meaningful activities all related to Roche’s IT infrastructure projects. This role provides support to the team in order to ensure the successful approach, adoption and support of new and existing IT services within the organization.
- Build and maintain supporting knowledge and documentation to further support flawless and smooth transition from project to operations. Help to identify gaps in the transfer of information necessary for the support, operation and acceptance of solutions deployed to end-users.
- Communicate and cascade changes of project roll-outs within the support organization to global and regional stakeholders.
- Development and further refinement of transition plans, including infrastructure/application support models, organizational change management, usability assessments, training matrix and communication plans.
- Design and refinement of support readiness plan for a new or changed service.
- Support and identify improvement areas in service transition responsibility to operational teams to monitor the effectiveness of installations and ensure continuous service improvement.
- Create, maintain and further the adoption of agreed Service Transition processes in collaboration with regional stakeholders, to ensure the up-to-date transfer processes of new or changed services into the production environment and to avoid disruption to the Service Desk.