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Roche

IT Workplace Professional

Laval, QC, Canada

Job type: Full-time
Apply by: Oct 28, 2026
Posting language: English · French
Posted: Sep 28, 2026

Apply About employer

Applications open in a new tab.

Original job description

English section of this bilingual listing.

The Position

IT Workplace Professional

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

The Opportunity

As an IT Workplace Professional, you will have oversight of IT end user services at Roche Diagnostics affiliate As part of an agile team focusing on creating a great employee IT experience, you will function as a team specialist here. Partnering with key business stakeholders, you will analyze business requirements and propose IT solutions to challenges. You will provide timely communication and ensure end user adoption of the solutions. In addition to that, you will also:

Monitor and keep the service level agreement with the business for onsite IT support (Incidents, Requests fulfilments, etc., according to ITIL best practices)
Achieve top ratings on customer satisfaction for End-User Services and ensure that end-users and local management are satisfied with IT support
Support and ensure the timely implementation of Global/Regional IT initiatives at the site
Provide support and guidance for onsite services (e.g. events and meetings) and propose opportunities to optimize our service delivery using Global guidelines as a reference
Support incident/request management and measure performance against agreed service level agreement (SLA)
Manage service providers and vendors including contract management and service reviews
Lead and deliver global/local network infrastructure, telephony, workplace, client hardware and employee experience projects and deployments, including the measuring of success and adoption of these solutions

Who You Are

You hold an Associates degree in Computer Science, Engineering, Information Technology or a related discipline, and a minimum of 5 years of experience providing IT onsite and/or remote technical support to end users in PC and Mac environments with experience across multiple domains
In this position, you will be servicing customers across Canada, therefore a proficient level of English and French is required
You demonstrate experience with running high performing environments and professional experience in operational IT services in multiple fields of technical experience
You demonstrate understanding of operating systems, devices and applications including the Google Suite of Applications, MS Office, etc
You possess knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet) is preferred
You must have a good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms
You demonstrate excellent working knowledge of the ITIL Incident Management processes in an IT service delivery environment
You have experience with the ServiceNow ticketing system is a plus

Relocation benefits are not available for this position.

The expected salary range for this position based on the primary location of Laval is 66,040.00 and 86,677.50 of hiring range. Actual pay will be determined based on experience, qualifications, and other job-related factors as determined by the company.

We use artificial intelligence to screen, assess or select applicants for this role.

This posting is for an existing vacancy at Hoffmann-La Roche Ltd.

Who we are

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.

Read the full bilingual original

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

IT Workplace Professional

A healthier future. It’s what drives us to innovate. To continuously advance science and ensure everyone has access to the healthcare they need today and for generations to come. Creating a world where we all have more time with the people we love. That’s what makes us Roche.

The Opportunity

As an IT Workplace Professional, you will have oversight of IT end user services at Roche Diagnostics affiliate As part of an agile team focusing on creating a great employee IT experience, you will function as a team specialist here. Partnering with key business stakeholders, you will analyze business requirements and propose IT solutions to challenges. You will provide timely communication and ensure end user adoption of the solutions. In addition to that, you will also:

Monitor and keep the service level agreement with the business for onsite IT support (Incidents, Requests fulfilments, etc., according to ITIL best practices)
Achieve top ratings on customer satisfaction for End-User Services and ensure that end-users and local management are satisfied with IT support
Support and ensure the timely implementation of Global/Regional IT initiatives at the site
Provide support and guidance for onsite services (e.g. events and meetings) and propose opportunities to optimize our service delivery using Global guidelines as a reference
Support incident/request management and measure performance against agreed service level agreement (SLA)
Manage service providers and vendors including contract management and service reviews
Lead and deliver global/local network infrastructure, telephony, workplace, client hardware and employee experience projects and deployments, including the measuring of success and adoption of these solutions

Who You Are

You hold an Associates degree in Computer Science, Engineering, Information Technology or a related discipline, and a minimum of 5 years of experience providing IT onsite and/or remote technical support to end users in PC and Mac environments with experience across multiple domains
In this position, you will be servicing customers across Canada, therefore a proficient level of English and French is required
You demonstrate experience with running high performing environments and professional experience in operational IT services in multiple fields of technical experience
You demonstrate understanding of operating systems, devices and applications including the Google Suite of Applications, MS Office, etc
You possess knowledge of network concepts (e.g., TCPIP, Windows/Mac Networking, Wireless, Ethernet) is preferred
You must have a good understanding of web conferencing and mobile technologies, and an understanding of audio-visual equipment as it relates to PC/Mac platforms
You have experience troubleshooting hardware /software /mobile devices
You demonstrate excellent working knowledge of the ITIL Incident Management processes in an IT service delivery environment
You have experience with the ServiceNow ticketing system is a plus

Relocation benefits are not available for this position.

Un avenir en meilleure santé. C’est ce qui nous pousse à innover. À faire progresser continuellement la science et à veiller à ce que chaque personne ait accès aux soins de santé dont elle a besoin, aujourd’hui et pour les générations à venir. Créer un monde où nous avons tous plus de temps à passer avec ceux que nous aimons. C’est ce qui fait notre identité chez Roche.

L'opportunité

En tant que IT Workplace Professional, vous superviserez les services informatiques destinés aux utilisateurs finaux au sein de la filiale Roche Diagnostics. Au sein d'une équipe agile axée sur la création d'une excellente expérience informatique pour les employés, vous agirez en tant que spécialiste. En partenariat avec les principales parties prenantes de l'entreprise, vous analyserez les besoins d'affaires et proposerez des solutions informatiques adaptées aux défis. Vous assurerez une communication rapide et veillerez à l'adoption des solutions par les utilisateurs finaux. De plus, vous devrez :

Surveiller et respecter l'accord de niveau de service (SLA) conclu avec l'entreprise pour le support informatique sur site (incidents, traitement des demandes, etc., conformément aux meilleures pratiques ITIL)
Obtenir des évaluations maximales en matière de satisfaction client pour les services aux utilisateurs finaux et veiller à ce que ces derniers ainsi que la direction locale soient satisfaits du support informatique
Soutenir et assurer la mise en œuvre rapide des initiatives informatiques mondiales/régionales sur le site
Offrir un soutien et des conseils pour les services sur site (ex. : événements et réunions) et proposer des occasions d'optimiser notre prestation de services en utilisant les directives mondiales comme référence
Prendre en charge la gestion des incidents et des demandes, et mesurer la performance par rapport aux accords de niveau de service (SLA) convenus
Gérer les prestataires de services et les fournisseurs, y compris la gestion des contrats et les revues de service
Diriger et déployer des projets d'infrastructure réseau mondiale/locale, de téléphonie, d'environnement de travail, de matériel informatique et d'expérience employé, tout en mesurant le succès et l'adoption de ces solutions

Qui vous êtes

Vous détenez un diplôme d'études collégiales (DEC / Associate Degree) en informatique, en génie, en technologies de l'information ou dans une discipline connexe, et comptez au moins 5 ans d'expérience dans le soutien technique informatique sur site et/ou à distance aux utilisateurs finaux dans des environnements PC et Mac, avec une expérience couvrant plusieurs domaines
Dans ce poste, vous allez collaborer avec des clients partout au Canada ; la maîtrise de l'anglais et du français est donc requise
Vous démontrez une expérience dans la gestion d'environnements à haute performance ainsi qu'une expérience professionnelle dans les services informatiques opérationnels à travers plusieurs champs d'expertise technique
Vous démontrez une bonne compréhension des systèmes d'exploitation, des appareils et des applications, notamment la suite d'applications Google, MS Office, etc
Une connaissance des concepts de réseau (ex. : TCP/IP, réseau Windows/Mac, sans fil, Ethernet) est privilégiée
Vous devez avoir une très bonne compréhension des technologies de web conférence et mobiles, ainsi qu'une compréhension des équipements audiovisuels en lien avec les plateformes PC/Mac
Vous avez de l'expérience dans le dépannage de matériel, de logiciels et d'appareils mobiles
Vous démontrez une excellente connaissance pratique des processus de gestion des incidents ITIL dans un environnement de prestation de services informatiques
Une expérience avec le système de gestion des billets ServiceNow constitue un atout

Le remboursement des dépenses de déménagement n’est pas offert pour ce poste.

The expected salary range for this position based on the primary location of Laval is 66,040.00 and 86,677.50 of hiring range. Actual pay will be determined based on experience, qualifications, and other job-related factors as determined by the company.

We use artificial intelligence to screen, assess or select applicants for this role.

This posting is for an existing vacancy at Hoffmann-La Roche Ltd.

Who we are

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.

Apply About employer

More about this job

Responsibilities

Oversee onsite end-user IT services, manage incidents and requests against agreed service levels, and maintain high customer satisfaction. Coordinate vendors and deliver local and global workplace, network, telephony, hardware, and employee-experience initiatives while supporting adoption and service optimization.

Requirements

Requires an associate degree in computer science, engineering, information technology, or a related discipline, plus at least five years of technical support experience in PC and Mac environments. Candidates must be proficient in English and French and have experience with operational IT services, ITIL incident management, troubleshooting, workplace technologies, and end-user applications; network knowledge and ServiceNow experience are advantageous.

Skills

End-User IT Support
Incident Management
ITIL
PC and Mac Support
Hardware and Software Troubleshooting
Mobile Device Support
Network Infrastructure
TCP/IP Networking
Wireless Networking
Telephony
Audio-Visual Equipment
Web Conferencing
Google Workspace
Microsoft Office
ServiceNow

Visa sponsorship

Not detected in the job text

Keywords

End-User Services
Onsite IT Support
Remote Technical Support
ITIL
Incident Management
Request Management
Service Level Agreement
Customer Satisfaction
ServiceNow
PC
Mac
Operating Systems
Google Workspace
Microsoft Office
TCP/IP
Windows Networking
Mac Networking
Wireless Networking
Ethernet
Web Conferencing
Mobile Technologies
Audio-Visual Equipment
Hardware Troubleshooting
Software Troubleshooting
Network Infrastructure
Telephony
Vendor Management
Contract Management
Employee Experience
Pharmaceutical Manufacturing

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