IT Infrastructure Process Engineer

Eurofins Scientific is an international life sciences company, which provides a unique range of analytical testing services to clients across multiple industries. The Group believes it is the world leader in food, environment, pharmaceutical and cosmetics products 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 for supporting clinical studies. In addition, Eurofins is one of the leading global emerging players in specialty clinical diagnostic testing.

In 2018, Eurofins generated 4.2 billion Euro proforma turnover in 800 laboratories across 47 countries, employing about 45.000 staff.

Tecna, as a part of Eurofins Technologies multi-national network, has the goal of developing and validating reliable industrial solutions for food safety assessment.  It has been producing several immunoassays based on different technologies since 25 years, and keeps growing its catalogue portfolio with novel assays and applications to cover the food industry necessities of analysing chemical contaminants in ingredients and finished products. Applications need to be fast, easy, reliable and possibly safe for the personnel involved in routine implementation of analysis. In other words, the sample preparation and contaminants extraction from food matrices must be arranged through robust, simple and quick procedures, being ideally able to extract multiple contaminants in one single preparation, and being solvent – free or at least non-toxic.

Position Title: ITSM Process Manager

REPORTING TO:                              Service Delivery Manager

                                                         Eurofins IT Infrastructure Services Private Limited

GEOGRAPHICAL

REPORTING LOCATION:               Bangalore / India

WORKING LOCATION:                  Bangalore / India

OVERALL OBJECTIVES:                 

Eurofins IT Infrastructure Services Private Limited, looking for a skilled and experienced ITSM Specialist with 5 to 7 years of experience in implementing, managing, and optimizing IT Service Management processes. The ideal candidate should have a strong understanding of ITIL best practices and a proven track record of enhancing service delivery, governance, and process automation in complex IT environments.

Responsibilities:

• Own and manage ITSM processes (Incident, Change, Problem, Request, Knowledge, CMDB, Asset & Capacity).
• Define and maintain process documentation, RASCI charts, SOPs, and governance frameworks.
• Collaborate with ITSM tool administrators and developers for BMC Helix configurations with process needs.
• Monitor process KPIs, SLAs, and compliance metrics to ensure performance and continuous improvement.
• Lead process audits, identify gaps, and implement corrective actions.
• Facilitate process-related workshops, reviews, and training sessions.
• Coordinate across teams (Service Desk, Infrastructure, Applications) to drive process adoption and efficiency.
• Ensure CMDB data quality and process linkage across both tools.
• Participate in tool upgrades, configuration changes, and workflow updates impacting ITSM processes.
• Act as a liaison between tool owners (BMC Helix/ServiceNow) and business stakeholders to ensure the successful implementation of process changes.

Required Skills:

An ideal candidate should have strong experience in all the below:

• Extensive hands-on experience with BMC Helix and ServiceNow platforms
• Change Management – driving CAB meetings, evaluating risk and impact, and ensuring minimal disruption
• Problem Management – leading root cause analysis (RCA), trend analysis, and permanent solution implementation
• Incident Management – Drive MIM, ensuring SLA adherence, prioritization, and timely resolution of critical issues
• CMDB - Experience supporting or implementing CMDB updates, discovery tools, and asset lifecycle processes
• Collaborated with tool admins and developers to align configurations with process requirements
• Experience creating and interpreting dashboards, SLA/KPI reports, and trend analysis for operational improvement
• Strong communication and stakeholder engagement skills

Below skills will be an advantage:

• Exposure to process automation and workflow design
• Knowledge on Site 24X7 Monitoring tool.

Must-Have Qualifications

• BMC Helix tool work experience
• ITIL process hands on experience

Strong problem-solving and ready to take owner