Job Description

Company Description

About Eurofins

Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and the environment safer, healthier and more sustainable. From the food you eat to the medicines you rely on, Eurofins works with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. Eurofins is a global leader in food, environmental, pharmaceutical and cosmetic product testing and in agroscience CRO services. It is also one of the global independent market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, CDMO, advanced material sciences and in the support of clinical studies.

In over just 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a network of over 1,000 independent companies in 54 countries, operating 900 laboratories. Performing over 450 million tests every year, Eurofins offers a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products, as well as providing innovative clinical diagnostic testing services, as one of the leading global emerging players in specialised clinical diagnostics testing.

Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997. In FY 2021, Eurofins achieved a record revenue of over EUR 6.7 billion.

Eurofins IT Solutions India Pvt Ltd (EITSI) is a fully owned subsidiary of Eurofins and functions as a Global Software Delivery Center exclusively catering to Eurofins Global IT business needs. The code shipped out of EITSI impacts the global network of Eurofins labs and services.

The primary focus at EITSI is to develop the next generation LIMS (Lab Information Management system), Customer portals, e-commerce solutions, ERP/CRM system, Mobile Apps & other B2B platforms for various Eurofins Laboratories and businesses. Young and dynamic, we have a rich culture and we offer fulfilling careers.



Position Title: Global Service Catalog Manager

REPORTING TO: Associate Director

WORKING LOCATION: Bangalore

OVERALL OBJECTIVES:

he Service Catalog on the Eurofins Service Portal forms the core interaction point for Eurofins IT System Users to consume Eurofins IT Services and their components as well as Non-IT Services and its components. The primary responsibility of the Global Service Catalog Manager will be to ensure that the Service Catalog is fit for use and fit for purpose. The role will involve close collaboration with regional/local Service Catalog Managers and other Process Managers, IT Service Owners and Service Delivery Managers and the ServiceNow support Crews to realise a lean Service Catalog that can be effectively and efficiently maintained, while always considering the user experience.

SPECIFIC ASSIGNMENTS:

• Process Ownership of IT Service Catalog Management and IT Request Fulfilment processes thereby ensuring process adoption, measurement and continual improvement.
• Liaise with IT Service Catalog and Service Request community and Non-IT stakeholders to evolve process and tool related improvements and their implementation.
• Work with Catalog Item owners as needed to understand their business requirements.
• Collaborate with ServiceNow support, Catalog Item owners and IT Service Owners to have relevant and accurate Catalog Items for IT System Users.
• Overall accountability for Service Catalog, unification and standardisation of existing Catalog Items, improvement of Catalog Items requesting and creation process, general process control and management of existing Catalog Items to make sure they meet agreed standard and purpose.
• Responsible for the overall structure of IT Service Catalog.
• Have complete knowledge about ServiceNow Service Catalog application and the context of domain separation.
• Be able to create and publish Catalog Items in ServiceNow. This is an added advantage.
• Have in-depth understanding of SLAs, reporting and dashboards with respect to Catalog and Request Fulfilment.

Cost and Budget Management

• Not applicable

PERFORMANCE APPRAISAL CRITERIA:

• Experience in customer facing roles (5+ years of experience).
• Strong analytical and problem-solving skills.
• Proven ability to be self-motivated and a self-starter.
• Ability to work under minimal supervision.
• Intermediate background in IT Service Management.
• Excellent written and verbal communication skills.
• Strong customer service mind-set.
• Excellent stakeholder management.
• Team player who views the Service Catalog in the context of the whole Eurofins IT Service Portal, and the overall Eurofins IT vision.

Technical Skills:

• Extensive, demonstrable experience in rolling out, operating and enhancing a complex ServiceNow Service Catalog in a multi-domain environment.
• Extensive experience in operating within a Managed Service Provider (MSP) environment.
• Very good track record of managing of Service Catalog implementation or maintenance projects across a decentralised organisation.
• ServiceNow reporting knowledge is a must. Performance Analytics knowledge will be a plus.
• ServiceNow scripting knowledge will be a plus.

Education and/or Experience:

• Bachelor\'s degree in Information Technology or Computer Science.
• 5+ years of work experience in IT specially IT Service Management and 2+ years of experience in ServiceNow specifically Service Catalog application.
• Advanced Knowledge of ServiceNow Service Catalog,
• ITIL Intermediate in ITIL Service Operations is an advantage.
• Advanced knowledge for MS Office applications.
• Excellent inter-personal and communication skills required.

Eurofins