Service Back Office Analyst – Central America & Caribbean

About the role

The Service Back Office Analyst supports Roche’s service operations across Central America and the Caribbean by monitoring metrics, managing CRM data, and providing actionable insights to improve service quality and efficiency.

Key responsibilities

• Monitor global and local service metrics, generate analysis and action plans when needed.
• Analyze CRM information, improve reporting quality, cleanse data and propose solutions.
• Manage user access, training and ongoing support for the CRM system.
• Produce periodic KPI status reports and dashboards to aid decision‑making.
• Follow up on preventive maintenance cases, system upgrades and installations for Roche equipment and distributors.
• Develop and maintain reports using Salesforce, Tableau, Looker and other tools to support managers.
• Support process improvement initiatives, create work instructions and assist with corporate audits.
• Generate and follow up on invoicing, monitor SN/SBN/QN communications and ensure automated processes run correctly.

Required profile

• 3+ years of experience with a university degree in Industrial Engineering, Business Administration or a related field.
• Strategic thinking with the ability to translate strategies into executable processes.
• Experience working in matrix and multicultural project environments.
• Strong analytical, solution‑oriented mindset and ability to work under pressure.
• Proficient in English and Spanish; willingness to travel up to 10%.

Required skills

• Intermediate MS Office and Google Suite.
• Experience with SAP and CRM systems (e.g., Salesforce).
• Intermediate Tableau, Looker Studio and PowerBI.