IT Solutions Product Support Pre-Sales Engineer - one year fixed term employee

<h3>Company Description</h3><p>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.</p><p>Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies.</p><h3>Job Description</h3><p><strong><u>In a nutshell</u></strong></p><p>Belonging to CoC Database crew and working for 3 key programs (CoC Database, eESB and Odysseus), you will work in an <strong>international context</strong> on the maintenance in operational condition of <strong>the database servers and data transfer</strong> for which we are responsible and the <strong>support entrance of the IT Application fully automated cloud platform.</strong></p><p>You report to <strong>Product Support Pre-Sales Manager </strong>as dotted line (about role execution) and you <strong>report to your Local Manager for solid line </strong>(about HR part).</p><p>The position is <strong>open initially for a period of one year</strong> (determined period working employment contract), and based on the business needs, <strong>can turn to a permanent position afterwards.</strong></p><p><strong><u>How can you help us?</u></strong><strong> </strong></p><p><strong>Your role is distributed in 5 parts:</strong></p><ul><li>The heart of job: Ensure all requests or changes are <strong>properly addressed to the appropriate expert and on time.</strong></li><li>Know, create, update, share and introduce all <strong>Service Offers.</strong></li><li>Know and update to our internal <strong>Service Catalogue.</strong></li><li>Know and request update to our <strong>Service Now Catalogue.</strong></li><li><strong>Customer relations</strong> (Participate or create NPS Survey, be able to summarize a customer request, be able to explain a situation to a customer, prioritization, etc.)</li></ul><p><strong>To achieve this, you will:</strong></p><ul><li>Work using <strong>ticketing tool (Service Now),</strong> to redirect to proper expertise domain between <strong>database solution or data transfer solution.</strong></li><li><strong>Classify tickets</strong>: Request, change and incident.</li><li><strong>Qualify tickets:</strong> priority.</li><li>Use and manage <strong>customer contact information</strong> in our CMDB.</li><li>Link <strong>Service Now services</strong> with our service catalogue.</li><li>Communicate with customers to request information, share information with them or define a priority.</li><li>Inform/explain to expert when a service doesn’t exist to create new services to cover a new need.</li><li>Manage forms filled by customers.</li><li>Manage documents we share with our customers.</li></ul><p><strong><u>What can we do for you?</u></strong></p><p><strong>We are offering the following:</strong></p><ul><li>A competitive salary package, including bonus and benefits</li><li>Extensive on-the-job coaching and training opportunities</li><li>Challenges within a multi-cultural and cross-regional team as part of the international and fast-growing Eurofins organization</li><li>A dynamic working environment with a good team spirit where personal development and growth are highly encouraged.</li></ul><p><strong>Standard benefits:</strong></p><ul><li>Additional Performance Bonus up to 1 Month Salary per year</li><li>Meal Vouchers</li><li>Gym Reimbursement</li><li>Medical Subscription</li><li>Health Insurance</li><li>25 days of holidays + 1 extra day off for your birthday</li><li>Additional holidays for your loyalty</li><li>Remote work activity in Romania.</li></ul><h3>Qualifications</h3><p><strong><u>Are you our kind of extraordinary?</u></strong></p><ul><li>Strong organizational skills.</li><li>Strong customer oriented.</li><li>Experience in message-oriented Middleware like Active MQ or MSMQ would be an added advantage</li><li>Very reactive and dynamic (we are managing incidents).</li><li>Ability to listen, gather and understand information about people and situations, quickly.</li><li>Excellent attention to detail and quality.</li><li>Global company experience.</li><li>Experienced working globally for multinational teams.</li><li>Communication and team player ability.</li><li>Systems Thinking - the ability to see how parts interact with the whole (big-picture thinking).</li><li>Proven experience of acting in infrastructure/operations/project teams.</li><li>Service Now usage experience.</li></ul><p><strong><u>What else should you know?</u></strong><strong> </st