IT Service Coordinator at Eurofins

Lisbon, , Portugal -

Full Time

Start Date

Immediate

Expiry Date

15 Mar, 26

Salary

0.0

Posted On

15 Dec, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

ITIL V3/4 Foundation, ServiceNow, BMC Helix, Power BI, Power Automate, Power Apps, PowerShell, Service Reporting, Escalations Handling, Release and Deployment Management, Incident Management, Problem Management, Change Management, Technical Documentation, Data Analytics, Cross Team Collaboration

Industry

Medical and Diagnostic Laboratories

Description

Company Description 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 our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work 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 dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies. Job Description To handle all aspects of service management effectively including, incident, service and change management by coordinating with global support teams and ensuring service restoration/fix as soon as possible; thereby driving improvement in service availability. Handle end to end communications to relevant stakeholders effectively and efficiently as per defined processes. Chair of the change management board and accountable for change processes in line with Eurofins standards. Own the program Service Catalogue and process and ensure correct direction to the relevant team. POSITION & OBJECTIVES: Managing Major (P1 and P2) Incidents, ensuring that they are logged, progressed, updated, authorized, expedited and resolved efficiently. Chairing conference calls and/or group chats with participants including Service Managers, Technical Support teams, senior management and vendors. Creating & chairing change management board and logging decisions. Regular notification to senior leaders of current status and business impact during major incident situations. Prepare Post incident document (root-cause analysis documentation) along with technical teams to assist to identify the root cause of the incidents. Ensure proper escalation procedures are followed, and correct support teams are engaged to troubleshoot the issue within agreed upon timelines. Make sure a group chat is in place and followed by bridge call for all major incidents. Email notifications, SMS to be triggered in case of Major Incident within the given timelines. Regular follow-ups and updated notifications to be sent every 30 minutes based on the priority or whenever valid updates are available. Good knowledge in working with MS excel, power point presentation and ready to work in multiple project related activities for all ITSM processes in scope. Accountable for the ITSM processes maintenance, designs and improvements deemed necessary to achieve the objectives of the business. Own the program service catalogue in BMC Helix. Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process. Coordinating interfaces between incident management and all other ITSM service management processes. Driving the efficiency and effectiveness of the change & incident management processes; producing management information, including KPIs and reports for Incident, Change, Release & deployment, and availability management. Reviewing and auditing the ITSM processes. Assist in developing and maintaining all the ITSM processes and procedures in scope along with programme and global teams. Automation and Power Platform Experience designing and maintaining automation solutions using Power Automate, Power Apps and PowerShell. Able to translate manual processes into efficient workflows that support ITSM operations and improve service reliability. Data Analytics and ITSM Reporting Ability to design and maintain ITSM dashboards using Power BI including SLA performance, trend analysis, incident and change KPIs and operational insights that support decision making and continual service improvement. Process Design and ITSM Architecture Experience defining and improving ITSM processes and operating models. Skilled in creating RACI matrices, service catalogues, SLAs, governance documentation and end to end process architecture aligned with ITIL practices. Technical Documentation Strong capability to produce clear technical documentation, process guidelines and training material for all teams. Able to simplify complex technical topics and ensure consistency across regions. Continual Service Improvement Experience applying continual improvement methodologies to optimise IT support operations. Able to identify waste, streamline processes and implement corrective actions supported by data. Cross Team Collaboration Experienced in collaborating with infrastructure, development, product and operations teams to ensure consistent service delivery. Able to communicate effectively with both technical and non-technical audiences and maintain strong relationships across regions. Qualifications Technology skills: ITIL V3/4 foundation Good experience with ServiceNow Good experience with BMC Helix – Important Good experience with PowerBI – Important Good experience with Power Automate, Power Apps and PowerShell – Important Hands-on Service reporting Escalations handling Release and Deployment Management IPC (Incident, Problem and Change Management) Excellent written and Oral communication Works in conjunction with Continual Service Improvement Nice to have: ITIL V3/4 practitioner certification Certified ITIL Intermediate (Service Operations) Requirements: Good collaboration and problem-solving qualities. Attention to details and quality reporting. Be flexible and adapt to current organizational processes. Willingness to work in 24x7 environment and/or on-call support. The successful candidate will have a self-motivated, get-it-done attitude; the ability to think critically; enjoy working with teams spread globally and across cultures; a desire to learn in new areas; and the discipline to pay attention to deadlines, details and quality. Good communication and interpersonal skills to interact with global teams. Will be an added advantage if worked on Laboratory related applications. Ensuring that all IT teams follow the change & incident management process for every major and high visibility incident & change request. Computer Science/MCA or any other Bachelor’s degree with the right experience. Additional Information We support your development! Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development. We embrace diversity! As an Equal Opportunity Employer, the Eurofins network of companies believes in strength and innovation through diversity. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique. Sustainability matters to us! We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we count on our dedicated carbon reduction team to help us to achieve this goal! Find out more on our Careers page: https://careers.eurofins.com/ Company description: 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 our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. The Eurofins network of companies believes that it is a global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and agroscience contract research services. It is also one of the market leaders in certain testing and laboratory services for genomics, and in the support of clinical studies, as well as in biopharma contract development and manufacturing. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in-vitro diagnostic products. In over 37 years, Eurofins has grown from one laboratory in Nantes, France to over 65,000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1,000 companies across 60 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 6.95 billion, and has been among the best performing stocks in Europe over the past 20 years.

Responsibilities

The IT Service Coordinator is responsible for managing major incidents and ensuring effective communication with stakeholders. They will also oversee change management processes and maintain the service catalogue.