Functional Support Analyst

Working hours are Monday - Friday, 9am - 5pm.

Hybrid working is available. Regular travel to our client sites will also be required.

As a Functional Support Analyst (Customer Facing), you will play a key role in the successful onboarding of new and existing clients onto our digital platforms, while also providing responsive day-to-day support for customer incidents and service requests.

This role is ideal for someone with strong functional analysis skills, a deep understanding of application behaviour, excellent communication and presentation abilities, and a customer-first mindset.

You will play a pivotal role in onboarding clients onto Eurofins’ digital platforms and laboratory systems. This includes delivering training, supporting data migration and system configuration, resolving client queries, and ensuring seamless system adoption. You will serve as the key liaison between clients and internal teams, ensuring a high-quality onboarding experience and long-term satisfaction.

Main Duties

• Act as the primary contact for clients during onboarding, ensuring a smooth transition from legacy systems.

• Meet with new clients to understand their current testing workflows and configure systems accordingly.

• Deliver web-based and on-site training to key stakeholders on Eurofins’ digital platforms (web and mobile tools).

• Create, maintain, and deliver user guides and training documentation.

• Handle large volumes of client data for accurate system configuration and migration.

• Set up and configure Eurofins business systems to meet specific client needs.

• Ensure thorough testing and validation of system configurations before go-live.

• Manage live service incidents, service requests, and maintenance activities.

• Conduct root cause analysis and ensure incident tickets are resolved and documented appropriately.

• Prioritize and triage tickets with Application Support and Business teams, adhering to SLAs.

• Provide proactive support and analytics on recurring issues to improve product performance.

• Work with Sales, Business Unit Managers, Application Support, and IT to coordinate onboarding activities and client support.

• Understand the sales pipeline to anticipate onboarding workload.

• Represent the client in internal meetings, ensuring their needs are well-communicated and addressed.

• Relay client feedback to product and development teams to support continuous improvement.