Job 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.
The Eurofins network of companies is the global leader in food, environment, pharmaceutical and cosmetic product testing and in agroscience Contract Research Organization services. It is one of the market leaders in certain testing and laboratory services for genomics, discovery pharmacology, forensics, advanced material sciences and in the support of clinical studies, as well as having an emerging global presence in Contract Development and Manufacturing Organizations. It also has a rapidly developing 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 EUR 6,515 billion, and has been among the best performing stocks in Europe over the past 20 years.

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. In this role 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, the following:

• Lead the North America support team in managing day-to-day operations of enterprise applications.
• Foster a culture of continuous improvement, accountability, and customer focus.
• Oversee the resolution of incidents and service requests, ensuring adherence to SLAs and quality standards.
• Act as the escalation point for high-priority incidents and coordinate with global teams for resolution.
• Drive root cause analysis and implement corrective actions to prevent recurring issues.
• Analyze support metrics (e.g., ticket volume, resolution time) to identify trends and areas for improvement.
• Maintain and improve service management processes in alignment with ITIL best practices.
• Monitor application performance and proactively identify areas for improvement.
• Support application rollouts and change initiatives in collaboration with project and development teams.

Qualifications
Basic Minimum Education Qualifications:

• B.S. or equivalent experience in the field of Computer Science and/or Engineering

Basic Minimum Qualifications:

• Minimum 5 years of experience in IT operations or application support, with at least 2 years in a leadership role.
• Strong knowledge of ITIL processes (Incident, Problem, Change, and Service Management).
• Proven experience in analyzing support data and driving improvements based on metrics and trends.
• Excellent communication, leadership, and stakeholder management skills.
• Good knowledge in Database & SQL. Ability to create & mine data using SQL queries. Ability to write and execute SQL queries for data validation and verification
• Working knowledge on ITSM (ServiceNow, BMC Helix) and ALM Tools (Azure DevOps)
• Experience with IT service methodologies such as ITIL, Agile, Kanban
• Working experience with Cloud (preferably Microsoft Azure)
• Experience with observability tools (Azure Monitor, Grafana)
• Experience in larger IT organizations (over 300 people)
• Laboratory domain experience would be an advantage
• Authorization to work in the United States indefinitely without restriction or sponsorship.

The ideal candidate would possess:

• Proactive and Solution-Oriented: Anticipates issues and takes initiative to resolve them before they escalate.
• Calm Under Pressure: Maintains composure and clear thinking during high-stress incidents or outages.
• Empathetic Leader: Builds trust and rapport with team members, fostering a supportive and inclusive environment.
• Strong Communicator: Clearly conveys technical and non-technical information to diverse audiences.
• Detail-Oriented: Pays close attention to operational nuances and ensures accuracy in execution.
• Collaborative: Works effectively across teams, departments, and time zones to achieve shared goals.
• Adaptable: Thrives in a dynamic environment and embraces change with a positive attitude.
• Customer-Focused: Keeps user experience and business impact at the forefront of all decisions.

Additional Information
Position is full-time working hybrid Monday - Friday between 8:00am - 5:00pm, with overtime as needed. Candidates currently living within a commutable distance of Lancaster, PA are encouraged to apply.

• Excellent full time benefits including comprehensive medical coverage, dental, and vision options
• Life and disability insurance
• 401(k) with company match
• Paid vacation and holidays

#LI-EB1
Eurofins USA BioPharma Services is a Disabled and Veteran Equal Employment Opportunity employer.

Skills Required