SaaS Operations Analyst (14-Month Contract)

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 support, scheduling upgrades, and coordinating offboarding, while ensuring activities align with established procedures. The Analyst is responsible for working directly with customers to resolve routine issues, handle standard customer requests, and maintain reliable and compliant SaaS environments. They also assist with 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 ensure timely service delivery, adherence to quality and compliance standards, and overall customer satisfaction, while continuing to build technical and operational expertise. This is a 14-month fixed-term position based in Woking, UK, reporting into the SaaS Onboarding & In-Life Manager. The role offers an opportunity to contribute to the delivery and continuous improvement of IDBS's SaaS operations while partnering with customers and cross-functional teams across the business. In this role, you will have the opportunity to:

Responsibilities

• Manage the IDBS SaaS platform across the full customer lifecycle (onboarding, upgrades, in-life and offboarding).
• Respond to customer queries, resolve routine issues, and manage service requests.
• Coordinate onboarding, upgrades, and offboarding directly with customers within defined timelines.
• Perform qualification testing (IQ/OQ) and maintain compliant, operational SaaS environments.
• Adhere to QMS, ISO standards, and company policies.

Qualifications

• Bachelor's degree or equivalent, preferably in a STEM subject, life sciences, or similar.
• Suitable for graduates.

Travel, Motor Vehicle Record & Physical/Environment Requirements

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

Preferred Experience

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

At IDBS, one of Danah's ( 15+ operating companies, our work saves lives-& we're all united by a shared commitment to innovate for tangible impact.

You'll thrive in a culture of belonging where you and your unique viewpoint matter. And by harnessing Danah's 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 (

Benefits

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

Learn about the Danaher Business System ( which makes everything possible.

Join our winning team today. Together, we'll accelerate the real-life impact of tomorrow's 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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