Delivery Service Management Internship

The Programme

The Intern will work closely with the Technical Operations Delivery Service Managers community and Continuous Service Improvement lead to identify areas of improvement and propose solutions to enhance the service management processes. 

The Intern will be responsible for analyzing ServiceNow tickets, identifying trends, and proposing improvement ticket handling processes gaps; involve capturing, categorizing, prioritizing, assigning, tracking, and resolving reported incidents to maximize the accuracy of the service management reporting.  

A candidate with a good understanding of service management and ServiceNow tool will be a plus. 
 
The candidate must have the ability to work independently and as part of a team, be self-motivated, and willing to go the extra mile to get things done.

What You Will Do

• Analyze ServiceNow tickets and identify trends in incidents, service requests, problems, and changes. 
• Propose ideas for process improvement and implement solutions. 
• Assist with the development and maintenance of ServiceNow workflows, reports, and dashboards. 
• Monitor and analyze reports on ServiceNow metrics and KPIs. 
• Conduct root cause analysis and develop recommendations for corrective actions. 
• Work with CSI leads to implementing changes to improve service delivery efficiency. 
• Provide support for the continuous service improvement initiatives. 
• Develop and deliver presentations on service improvement initiatives to stakeholders. 
• Please note that the responsibilities mentioned in this job description are not exhaustive and the role may require additional tasks as assigned by the supervisor later.

Required Skills and Abilities

• Bachelor's degree in Computer Science, Information Technology, or related field. 
• Preferably 3-6 months internship program. 
• Excellent analytical skills and attention to detail. 
• Good understanding of IT Service Management processes. 
• Familiarity with the ServiceNow tool is a plus. 
• Strong written and verbal communication skills in English. Able to speak and understand Hindi will be added advantage (oral) 
• Ability to work independently and as part of a team. 
• Ability to think critically and propose solutions to complex problems. 
• Willingness to work extra hours to meet project deadlines.

Highlight:

• Flexible working hours. 
• Career advancement opportunities / Convert to a permanent employee. 
• Work-Life Balance Working Environment.

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 organizations located in Kuala Lumpur provide end-to-end business solutions for Finance, Procurement, IT, Communications, People & Culture (Human Resources) and beyond to our Roche colleagues across the APAC region.  
 
Today Roche employs altogether around 1100 employees in Malaysia.