Associate Product Support Specialist

Eurofins Viracor; Bengaluru; On-site; INR 450,000 - 650,000; Full time

Job summary

Eurofins Viracor invites applications for a 0-3 year IT support role supporting IT Solutions staff and Quality Systems across geographies from Bengaluru. The role emphasizes accurate onboarding, document control, and system maintenance within established SOPs.

A strong ITSM mindset, familiarity with ticketing tools, and understanding of regulated systems are required. Prior exposure to eQMS and basic scripting are advantageous in a fast-paced, globally distributed team.

Qualifications

• Strong IT Service Management mindset with incident, request, change, problem handling.
• Experience with BMC Helix ITSM or equivalent ticketing tools.
• Understanding of regulated computerized systems, GAMP5, audit trails and electronic signatures.
• Good functional understanding of eQMS or Quality Management Systems (Document Control, Training, Change Management).
• Ability to troubleshoot web applications, permissions, reporting, and integration issues.

Responsibilities

• Onboard users: account creation, role assignments, access maintenance.
• Document control: metadata entry and lifecycle updates.
• Maintain system master and reference data as assigned.
• Ensure accuracy, completeness, and timeliness of system records.
• Adhere to SOPs, work instructions, and governance standards.
• Support IT Solutions and Quality Systems during peak workload.
• Participate in system testing or UAT without ownership responsibility.
• Perform additional administrative or system support tasks as needed.

Skills

ITSM mindset

Ticketing tools

BMC Helix ITSM

Regulated systems

eQMS

Python/SQL scripting

Education

Bachelor's degree in IT/CS

Tools

BMC Helix ITSM

Job description

Job Description:

Company Description

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 and pharmaceutical 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, advanced material sciences and for supporting clinical studies. In addition, Eurofins is one of the key emerging players in specialty clinical diagnostic testing in Europe and the USA.

Group's key figures are approx. 7.296 billion Euros turnover, over 950 laboratories across 59 countries and about 65,000 staff.

Job Description

This role primarily supports IT Solutions staff and Quality Systems teams across multiple geographies, ensuring accurate execution of routine system activities that enable global quality system operations. The position is execution‑focused and operates under established procedures and direction from the eQMS Support Manager. This role does not manage system implementations, training programs, or validation ownership.

SPECIFIC ASSIGNMENTS :

• User onboarding, account creation, role assignments, and access maintenance
• Document control metadata entry and document lifecycle updates
• Maintenance of system master data and reference data as assigned
• Ensure accuracy, completeness, and timeliness of all system records.
• Execute all activities in accordance with approved SOPs, work instructions, and governance standards.

OTHER ASSIGNMENTS :

• Support IT Solutions and Quality Systems teams during peak workload periods.
• Participate in system testing or user acceptance activities as assigned, without ownership responsibility.
• Perform additional administrative or system support tasks as needed.

EVOLUTION :

In a fast‑growing organization, strong performance may lead to expanded system administration responsibilities, senior support roles, or specialization within eQMS or Quality Systems Support.

PERFORMANCE APPRAISAL CRITERIA :

• Accuracy and timeliness of onboarding and administrative system activities.
• Responsiveness to IT Solutions and global support requests.
• Adherence to SOPs, data integrity standards, and governance requirements.
• Audit readiness of maintained administrative records.

Eurofins has a strong focus on Performance Management system. This includes quarterly calibrations, half-yearly reviews and annual reviews. The KPIs shall be set and may vary slightly between projects. These will be clearly communicated, documented during the first 30 days of your joining.

Profile description:

Personal Skills:

Autonomous, proactive, analytical, rigorous, service-oriented and able to communicate calmly during incidents.

Initial Education Background:

Bachelor’s degree or diploma, or equivalent in IT Engineering, Computer Science, Information Systems or related field; equivalent experience may be considered.

Additional Education Background:

Quality Management, CSV/GxP, ITIL or regulated systems training is desirable.

Language skills:

Fluent professional English required; additional regional languages are an advantage for global support.

Type and duration of previous experience:

0 - 3 years in IT support or application support, ideally in an international regulated environment.

Technical knowledge (e.g., IT…):

Web applications, ticketing tools, user/access troubleshooting, reporting/export troubleshooting, environment checks and basic scripting/automation awareness.

Coordination Capabilities:

Ability to coordinate across L1, L2, L3, product, development, infrastructure, validation, deployment and business/key-user teams.

Qualifications

Requirements:

• Strong IT Service Management mindset, including incident, request, change, problem and escalation handling.
• Practical experience with BMC Helix ITSM or equivalent ticketing tools.
• Understanding of regulated computerized systems, GAMP5 principles, audit trail expectations, electronic signatures and controlled documentation practices.
• Good functional understanding of eQMS or comparable Quality Management Systems, especially Document Control, Training and Change Management.
• Ability to troubleshoot web application behavior, browser/user-context issues, permission/access problems, reporting/export issues and integration/synchronization symptoms.
• Ability to work with global stakeholders, key users, developers, QA/validation and infrastructure teams across time zones.
• Clear written communication in English, including concise incident updates, user guidance and management summaries.
• Analytical mindset, attention to detail, customer-care sensitivity and discipline in maintaining ticket evidence and knowledge records.
• Python, SQL, scripting, monitoring or log-analysis knowledge is an advantage but not mandatory for the agent role.

Requirements: