SaaS Operations Analyst

Bring more to life.

Are you ready to accelerate your potential and make a real difference within life sciences diagnostics and biotechnology

At IDBS one of Danahers 15 operating companies our work saves livesand were all united by a shared commitment to innovate for tangible impact.

Youll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danahers system of continuous improvement you help turn ideas into impact innovating at the speed of life.

At IDBS we are at the cutting edge of providing innovative software solutions and services that empower scientists and researchers to accelerate their discoveries by helping them design execute and orchestrate processes manage contextualize and structure their data and gain valuable insights throughout the drug lifecycle from R&D through manufacturing. We work with 80% of the top 20 global BioPharma companies*. Our customers engage in groundbreaking work from pioneering biological research to developing new therapies and medicines. Join us at IDBS to continuously grow and make a real impact working alongside passionate colleagues who care deeply about our mission and each other.

*Source: Exploring the top 20 biopharma companies Q1 2024 market cap growths TechTarget

Learn about the Danaher Business System which makes everything possible.

The SaaS Operations Analyst is responsible for the delivery and ongoing management of the IDBS SaaS platform across the full customer lifecycle working under the guidance of senior team members. The role involves executing defined operational tasks such as onboarding in-life service supportschedulingupgrades andcoordinatingoffboarding while ensuring activities align with established procedures. The Analystis responsible forworking directly with customers toresolve routine issues handle standard customer requests andmaintainreliable and compliant SaaS environments. They alsoassistwith qualification testing and provide customers with guidance on Installation Qualification (IQ) and Operational Qualification (OQ) processes. Working closely with teams such as Engineering and Customer Success the Analyst helps ensuretimelyservice delivery adherence to quality and compliance standards and overall customer satisfaction whilecontinuing to build technical and operationalexpertise.

This position reports to the SaaS Operations Manager and is part of the Customer Operations department located in Woking and will be an on-site role.

In this role you will have the opportunity to:

• Manage theIDBS SaaS platform across the full customer lifecycle (onboarding upgrades in-lifeandoffboarding).

• Respond to customer queries resolve routine issues and manage service requests.

• Coordinate onboarding upgrades and offboardingdirectly with customerswithin defined timelines.

• Perform qualificationtesting(IQ/OQ) andmaintaincompliant operationalSaaSenvironments.
• Adhere to QMS ISO standards and company policies.

The essential requirements of the job include:

• Bachelors degreeor equivalent preferably inaSTEM subjectlifesciencesor similar.
• Suitable for graduates.

Travel Motor Vehicle Record & Physical/Environment Requirements:

• Ability to lift move or carry equipment up to 10lb.

It would be a plus if you also possess the following experience:

• Awareness of ISO 27001 and ISO 9001.
• Understanding of IQ/OQ processes.

IDBS a Danaher operating company offers a broad array of comprehensive competitive benefit programs that add value to our lives. Whether its a health care program or paid time off our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

Join our winning team today. Together well accelerate the real-life impact of tomorrows science and technology. We partner with customers across the globe to help them solve their most complex challenges architecting solutions that bring the power of science to life.

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