We are looking for a technically skilled Senior Product Sustenance Engineer to provide application support for our Laboratory Information Management System (LIMS). The ideal candidate will have strong experience in software/application support, troubleshooting, SQL, and scripting, with the ability to manage support tickets efficiently while collaborating with cross-functional teams to ensure system stability and customer satisfaction.

Key Responsibilities:

• Provide Level 1 and Level 2 support for LIMS applications.
• Investigate, troubleshoot, and resolve application-related issues within agreed SLAs.
• Route and manage support tickets in BMC Helix or ServiceNow, ensuring they are assigned to the appropriate support queue.
• Monitor ticket progress and proactively follow up or escalate unresolved issues when necessary.
• Support tickets submitted in different languages by utilizing translation tools when required.
• Design, develop, and maintain VBScript scripts to automate workflows, scheduled tasks, and application customization.
• Write and optimize SQL queries for troubleshooting, data validation, and issue investigation.
• Collaborate with development and infrastructure teams to resolve complex technical issues.
• Perform debugging, root cause analysis, and contribute to continuous improvement initiatives.
• Maintain accurate documentation for incidents, solutions, known issues, and support procedures.
• Ensure compliance with IT policies, security standards, and operational best practices.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
• Proven experience in software or application support.
• Hands-on experience with ticketing systems such as BMC Remedy/Helix or ServiceNow.
• Strong knowledge of Microsoft Windows environments and networking fundamentals.
• Good working knowledge of Microsoft SQL Server (SQL, T-SQL).
• Experience writing and maintaining VBScript for automation.
• Strong troubleshooting, debugging, and analytical skills.
• Understanding of synchronous and asynchronous communication concepts.
• Familiarity with modern software development methodologies and tools.
• Experience using Azure DevOps / TFS is an advantage.
• Familiarity with UI testing and unit testing frameworks (e.g., MS Test, NUnit, Jasmine, Karma, MOQ) is a plus.
• Knowledge of ITIL processes and incident management best practices is preferred.

Soft Skills

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical mindset.
• Ability to work independently with minimal supervision.
• Ability to manage multiple priorities in a fast-paced environment.
• Proactive, customer-focused, and solution-oriented.
• Comfortable working in a multicultural and geographically distributed team.

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 ca. 63,000 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.