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.
REPORTING TO: Service Delivery Manager
Eurofins IT Infrastructure Services Private Limited
REPORTING LOCATION: Bangalore / India
WORKING LOCATION: Bangalore / India
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.
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.
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
Exposure to process automation and workflow design
Knowledge on Site 24X7 Monitoring tool.
BMC Helix tool work experience
ITIL process hands on experience
Strong problem-solving and ready to take owner
Originally posted by Eurofins. View original posting
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