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Corporate Careers in Belgium and Luxembourg >> IT Careers >> Support Analyst

Support Analyst

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With over 30,000 staff in more than 375 laboratories across 41 countries, Eurofins Scientific is the world leader in food and biopharma product testing. It is also number one in the world in the field of environmental laboratory services and one of the global market leaders in agroscience, genomics, pharma discovery services and central laboratory services.

Eurofins is currently accelerating the deployment of standard processes across its Laboratories. Eurofins uses its own IT system for supporting the laboratory processes called eLIMS (Eurofins Laboratory Information Management System) and has initiated a OneIT Agro project to deploy the current eLIMS and prepare the Agro Testing Laboratories to use the Next Generation of eLIMS (eLIMS-NG).

In this context of growth, we are looking actively for a Support Analyst based in Netherland (Wageningen) or Denmark (Vejen) or Sweden (Lidkoping).

The main objective of this position is to join the OneIT Agro team in charge of supporting Nordic Agro Testing Labs in their use of eLIMS and being the bridge between Business Stakeholders and IT Development team in charge of maintaining and enhancing eLIMS.

SUPPORT ANALYST

 

MAIN ASSIGNMENTS

eLIMS support in Nordic countries (NO, DK, SE)

Context: eLIMS is already deployed in 3 Agro testing Laboratories in respectively Norway, Denmark and Sweden.

Two versions of eLIMS cohabitate - 1 for Norway and Sweden, 1 for Denmark – and are maintained by 2 development teams in charge of solving the incidents and satisfying change requests.

The candidate will ensure a level 1 support to the Laboratory key-users. The level 0 is made by key-users to users.

Incident Solving

Level 1 consists in solving incidents that Key users cannot solve (and not infrastructure related) by providing acceptable workarounds and/or escalating them with a diagnosis to enable level 2 (Danish or Swedish development team) to efficiently solve the incidents.

He/she will

  • Contribute to the troubleshooting, identification of the root cause, and will document the diagnosis so that the Support L2 (development team) can fix efficiently the incident.
  • Work with the development teams involved in the maintenance of eLIMS to resolve issues.
  • Perform testing at each release and give early feedback to the Release Teams.
  • Communicate to the Key Users about the changes or bug fixes by contributing to the release Note.
  • If necessary train the key users about the new features/functionalities (end-user document or training sessions).

On a regular basis, he/she will make sure that a training program is organized to guarantee that eLIMS; even by new comers.

  • Audit and review the use of the new systems to ensure the implementation of the best practices processes.

 

Continuous Improvement and User Requirement filtering

Level 1 consists in identifying and making explicit the requests from the user, have them qualified with respect to their legitimacy, have them quantified with respect to the expected benefit. Once approved, the request will be detailed and described in a way that the development team involved can estimate the cost and develop it.

He/she will

  • Collect from the business stakeholders the Business Requirements or enhancements request. He/she will challenge them and filter only those which are legitimate and which have a good Return on Investment.
  • Breakdown each into User Requirements with appropriate specifications. He/she will ensure the communication between the development team in charge and its local business: communication on the decision taken (approval/reject), follow-up of this UR, progress, release…

  • Contribute to concepts harmonization (enforcing the concepts defined in the Key Group Documents) and steer processes simplification and standardization.
  • Act as a functional expert and an eLIMS expert, the candidate is expected :

    1. to explain how eLIMS behaves and how it is recommended to use it.

    2. to find organisational/process solutions for satisfying the request preferably without needing a change of eLIMS or of a change of configuration and at last with a code change.

    3. to prepare and maintain the appropriate documentation to support a) and b).

  • Work with IT development team to keep documentation up to date with changes in software, or changes during development.

  • Practice as often as possible techniques aiming at reducing the gap between what the Business Analyst wants (on and behalf its business) and what the Developer understands: Mock-up, ATDD (Acceptance Test Driven development).

 

REQUIRED SKILLS AND EXPERIENCE

Experience:

  • Minimum of 3 years of professional experience in IT as a Support analyst or Information System analyst in an industrial setting.

  • Experience in ERP projects, ideally LIMS.

Technology skills:

  • General background in Information Technology (Infrastructure and IT Solutions).
  • Experience with SQL databases programming. Working knowledge of MS SQL Server 2008 is a plus.

Methodology skills:

  • ITIL V3 foundation.

  • Agile is a plus.

Personal skills:

  • Excellent capacity to learn and acquire expertise both on Lab processes and on eLIMS.

  • Able influence key business partners and stakeholders.

  • Excellent analytical and problem solving skills without relying on the change of IT but more on a change of Organization/process.

  • Good verbal/written communication skills. Fluent in English and in the working country.

  • At ease with distant communications leveraging a wide array of technologies (documents and forums, phone, chat, e-mail).

  • Willingness to travel (20-30%) Sweden, Denmark, Norway, Netherland.

 

EVOLUTION

In a fast growing group, successful leaders are frequently being offered increased areas of responsibility (subject to geographic mobility).