Job Abstract

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.

What we do:

The Global Learning Services teams focus on executing system data maintenance and administrative activities in Cornerstone as well as providing effective, applicable, and attractive Learning experiences to support our customers’ core business. Global Learning Services provides customer service and advisory support to the Learning Community and business partners on global Learning systems and processes and ensuring end-to-end process completion in line with customer-focused principles to ensure the Roche People Practices work for the business.

The Opportunity:

As an Instructional Design Advisor, you are responsible for planning, organizing, updating, and developing training content to meet specific training needs. This includes analyzing the learning needs to identify training gaps, working with subject matter experts (SMEs) to develop source course content, and developing web-based or instructor-led courses that meet business needs. You are also responsible for tracking and analyzing the effectiveness of training programs by examining learner satisfaction, proficiency, and job performance.

As a qualified expert, you will be responsible for: 

• Instructional Design

  • Analyze learning needs and partner with internal customers to provide input for course content.

  • Plan, organize, and develop training content to meet specific training needs.

  • Use authoring tools and software to create e-content from scratch and modify existing e-content.

  • Focus on high-quality, well-functioning eLearning courses

  • Identify and troubleshoot reported issues prior to escalation to Tier 3 / IT support.

  • Assist with the implementation and further evaluation of course content

  • Work on more complex assignments and issues; serves as an expert in eLearning trends
     

• Customer Engagement

  • Provide customer service on eLearning-related activities, such as inquiry resolution, request management, and troubleshooting.

  • Support the Global Learning Center of Excellence and our business customers with system maintenance and project activities.

  • Advise the Learning community and business partners on global Learning systems and processes, and support the embedding of new ways of learning.

  • Actively participate in the development and implementation of Roche Learning continuous improvement initiatives

  • Actively participate in workshops, meetings, and work-related team events

  • Provide guidance and advisory to the learning community at all levels.

  • Be up to date on processes, own the knowledge development on processes, and contribute to the update of relevant documentation (SWIs, SOP, GWIs).

  • Support quality control processes and improvement initiatives arising out of them

  • Ensure consistent and reliable service delivery for customers serviced.
     

• Operations

  • Excellent knowledge of Learning and Servicing tools specifically eLearning related as well as contributing process superuser activities, such as community participation, info sharing, issue escalation, and training delivery

  • Participating in and partially leading project activities as required

  • Display high integrity on the job and comply with the Roche guidelines, including data privacy rules and regulations.

  • Implement processes and initiatives to ensure continuous improvement as well as service enhancement.

  • Align service delivery and quality with the overarching objectives of the global HR Support Solutions organization.

  • Manage service quality expectations and address customer concerns

  • Ensure end-to-end ownership of resolution

  • Ensure operations according to defined KPIs and SLAs.

  • Develop and manage key stakeholder relationships and communications to partner in a proactive and customer outcomes-focused way.

  • Provide on-time and predictable delivery with all content projects
     

• Cross-Functional Collaboration

  • Build relationships with HR colleagues within the People Support Solutions organization as well as with customers to ensure ongoing service delivery effectiveness.

  • Collaborate with peers within the region and globally to ensure the People Support Solutions network provides consistent and effective services to our customers.

  • Achieve our People Support Solutions vision by driving global consistency through collaboration.
     

• Outputs & Deliverables

  • Continuous contribution to the improvement of the performance of PSS

  • Reaching high customer satisfaction through consistent, high-quality delivery and application of customer care principles (measured by defined stakeholder feedback)

  • Provide feedback, coaching, and advice for contacts in both HR and the business (measured by defined stakeholder feedback)

  • Create explainer videos and educational content

Your Profile:

• Bachelor’s Degree required

• 2+ years of experience in Instructional Design and 2+ years of experience with e-content authoring tools (Articulate Presenter, Articulate Storyline, Lectora, etc.)

• Solid experience with digital technology and editing software packages (e.g. Adobe Creative Suite, Adobe Premiere, Adobe After Effects)

• Fluent in English required, additional languages a plus, based on region (i.e. German, French, Italian, Spanish, Portuguese, Hungarian, Chinese)

• Experience with Cornerstone or other cloud-based learning management solutions

• Creative mind and storytelling skills

• Learning and development know-how.

• Demonstrated excellence in customer service and building partnerships

• Strong functional knowledge of eLearning concepts: SCORM, AICC, ADDIE, etc.

• Strong analytical skills and problem-solving capability

• Strong project management skills

• Quality focus, with the ability to analyze and interpret outcomes of testing and

• applying the results

• Experience leading instructional design development projects within the Pharma /Medical Device industry.

• Experience training/coaching other Instructional Design professionals.

Relocation benefits are not available for this job posting.

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.