Presence in highly specialized and molecular clinical diagnostic testing and in-vitro diagnostic products. In over 30 years, Eurofins has grown from one laboratory in Nantes, France to 58,000 staff across a decentralized and entrepreneurial network of 900 laboratories in over 54 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability, and purity of biological substances and products. In 2024, Eurofins generated total revenues of EUR € 6,515 billion, and has been among the best performing stocks in Europe over the past 20 years.
Job Description
Responsible for operational support of our enterprise application suite within North America supporting multiple divisions of Eurofins. This role is critical in ensuring the stability, reliability, and performance of business-critical applications through effective incident, service, and problem management. You will also contribute to project delivery and software deployment initiatives, working closely with cross-functional teams to support business objectives.
North America LIMS Application Support Lead responsibilities include, but are not limited to:
1. Lead the North America support team in managing day-to-day operations of enterprise applications.
2. Foster a culture of continuous improvement, accountability, and customer focus.
3. Oversee the resolution of incidents and service requests, ensuring adherence to SLAs and quality standards.
4. Act as the escalation point for high-priority incidents and coordinate with global teams for resolution.
5. Drive root cause analysis and implement corrective actions to prevent recurring issues.
6. Analyze support metrics (e.g., ticket volume, resolution time) to identify trends and areas for improvement.
7. Maintain and improve service management processes in alignment with ITIL best practices.
8. Monitor application performance and proactively identify areas for improvement.
9. Support application rollouts and change initiatives in collaboration with project and development teams.
Qualifications include:
* B.S. or equivalent experience in Computer Science and/or Engineering, with a minimum of 5 years in IT operations or application support, including at least 2 years in a leadership role.
* Strong knowledge of ITIL processes (Incident, Problem, Change, and Service Management).
* Proven experience analyzing support data and driving improvements based on metrics and trends.
* Excellent communication, leadership, and stakeholder management skills.
* Good knowledge of Database & SQL, with the ability to create and mine data using SQL queries for data validation and verification.
* Experience with ITSM tools (ServiceNow, BMC Helix) and ALM tools (Azure DevOps).
* Experience with IT service methodologies such as ITIL, Agile, Kanban.
* Working knowledge of Cloud platforms, preferably Microsoft Azure.
* Experience with observability tools like Azure Monitor and Grafana.
* Experience in larger IT organizations (over 300 people).
* Laboratory domain experience is an advantage.
* Authorization to work in the United States indefinitely without restriction or sponsorship.
The ideal candidate would be proactive, solution-oriented, calm under pressure, empathetic leader, strong communicator, detail-oriented, collaborative, adaptable, and customer-focused.
Company Description
Eurofins Scientific is an international life sciences company providing analytical testing services across multiple industries to ensure safety, authenticity, and compliance of products. The Eurofins network is a global leader in food, environment, pharmaceutical, cosmetic testing, and more, with a strong presence in genomics, pharmacology, forensics, and clinical studies.
Additional Information
Position is full-time, hybrid, Monday - Friday, 8:00 am - 5:00 pm, with overtime as needed. Candidates within a commutable distance of Lancaster, PA are encouraged to apply.
Benefits include comprehensive medical, dental, vision, life and disability insurance, 401(k) with company match, paid vacation and holidays.
#LI-EB1 Eurofins USA BioPharma Services is an Equal Employment Opportunity employer, including Disabled and Veteran applicants.
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