Job Description

Company DescriptionEurofins 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.Application Support Analyst IndiaAs Application Support Analyst for Eurofins Food and Water Testing UK, your role involves ensuring the smooth operation and optimization of the LIMS software and Eurofins IT applications. You will be handling day-to-day support desk incidents, bugs and reporting system.Adhering to incident SLAs, support processes and working with a set of local business analyst team and global development team for incidents and developments.This position is ideal for someone with application support background and looking to build and expand their knowledge around tightly integrated LIMS application, instrumentations in a laboratory setup.The role is in India (Bangalore) and may require some travel to other Eurofins Sites. There will be a mix of home and office-based working. This position reports to the Application Support Manager for Food and Water Testing UK & Ireland.Key duties as Application Support Team Lead include:

• Comprehend business requirements and use cases pertinent to food and water testing, engaging with relevant users to report and address incidents and service requests as needed.
• Responsible for Live Incident, service requests, maintenance of live services.
• Collaborate with the Application Support Manager and business teams to efficiently triage and prioritize tickets, gaining insights before initiating the resolution process.
• Identifying recurring support queries and providing analytics/KPI's back to development and the business
• Conduct thorough root cause analyses on each incident ticket before its closure, ensuring comprehensive resolution.
• Adhere to incident management processes, priorities, and service level agreements (SLAs) for each support ticket.
• Ensure that incident tickets undergo rigorous testing, impact assessment for cross-functional implications, and proper sign-off before production release.
• Support the Application Manager in tracking incident trends and providing insights for conclusive actions.
• Collaborate closely with the global LIMS support team to ensure timely resolution of incidents.
• Integrate LIMS with other relevant systems to ensure seamless data flow and interoperability.
• Collaborate with IT teams to plan and execute LIMS upgrades to leverage new features and improvements. and interoperability.
• Ensure the accuracy, integrity, and security of data within the LIMS, implementing data validation and quality control measures.
• Investigate and troubleshoot technical issues related to the LIMS, providing timely resolutions to minimize disruptions in laboratory operations.
• Collaborate with vendors if necessary to address complex technical challenges.
• Provide first-line support to end-users, addressing LIMS-related issues, inquiries, and troubleshooting problems.
• Guide laboratory staff on proper system usage and assist with any technical difficulties they encounter.
• Log and track incidents reported by users, ensuring timely resolution and effective communication regarding issue status.
• Collaborate with other IT support teams or vendors as needed to escalate and resolve complex issues.
• Conduct training sessions for new users or existing staff members to ensure they are proficient in using LIMS functionalities.
• Assist in the configuration of the LIMS system based on the laboratory's requirements and workflows.
• Work with LIMS administrators and developers to implement changes and updates as needed.

Essential Skills

• Strong application support background. 2 years+
• Some experience of cross functional global, regional, local support team
• Experience of Microsoft SQL
• Experience supporting, working on incidents, documenting root cause analysis.
• Good Communication Skills

Beneficial Skills

• Experience in VB/Scripting
• Experience in Lab environment
• Experience In Crystal Reports

Experience in SSRS, BI ToolsAdditional InformationPrior experience in industrial settings, and especially with Laboratory processes, is a plus.

Eurofins