Description

Job Role: Principal Associate IT

Work Location: Bengaluru, Karnataka, India

Work mode: Hybrid model 3days office in a week

Mandatory skills:

ITIL, IT Service Management, Change Management, BMC Helix, Process / Operational /Business Excellence, KPI Reporting, Continual service improvement (CSI).

Job Description:

The IT Service Quality & Reporting Engineer supports IT Service Management (ITSM) processes within Eurofins by monitoring service quality, generating accurate and timely reports, and assisting in continual service improvement initiatives. The role involves analysing KPIs, identifying improvement opportunities, and automating reporting processes. Strong analytical skills, ITIL knowledge, and hands-on experience with ITSM platforms such as BMC Helix are essential.

Required Skills & Competencies:

• Basic understanding of ITIL framework and ITSM principles. 
• Hands-on experience with ITSM tools (BMC Helix preferred). 
• Proficiency in MS Excel, MS PowerPoint, and reporting tools.
• Strong analytical and problem-solving skills with attention to detail.
• Good communication and documentation skills. 
• Ability to work collaboratively in a global IT environment.

Qualifications:

• Bachelor’s degree in IT, Computer Science, or related field.
• ITIL V4 Foundation certification (preferred).
• 4-6 years of experience in IT Service Management or IT Operations.

Roles & Responsibilities:

• Service Quality Monitoring
  • Track IT service performance against defined KPIs and SLAs.
  • Maintain global IT service quality KPIs and prepare service review reports.
  • Identify deviations and escalate issues for corrective actions.
• Continual Service Improvement (CSI)
  • Analyze KPI trends to identify improvement opportunities.
  • Maintain CSI logs and assist in implementing improvement actions.
  • Support process audits and compliance checks.
• IT Reporting & Analytics
  • Generate and distribute IT service performance dashboards and reports.
  • Ensure accuracy and timeliness of reporting; automate routine reporting.
  • Provide actionable insights through trend analysis and root cause identification.
• ITSM Process Support & Documentation
  • Ensure adherence to ITIL-based processes (Incident, Problem, Change, Service Request).
  • Provide operational support for ITSM tools (BMC Helix).
  • Assist in preparing and maintaining documentation and process updates.

Qualifications

Any Fulltime Graduate

Additional Info

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 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 35 years, Eurofins has grown from one laboratory in Nantes, France to 62,000 staff across a network of over 1,000 independent companies in 61 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 specialized clinical diagnostics testing.

Eurofins is one of the fastest growing listed European companies with a listing on the French stock exchange since 1997.

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.