SaaS Operations Analyst

Supports the management and operation of a SaaS platform by handling customer onboarding, support, upgrades, compliance testing, and service delivery throughout the customer lifecycle.

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 Danaher’s 15+ operating companies, our work saves lives—and 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 Danaher’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.

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 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 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. 

The essential requirements of the job include:

• 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.

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 it’s a health care program or paid time off, our programs contribute to life beyond the job.