SaaS Operations Analyst

Role Overview

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 works 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 building technical and operational expertise.

• 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.

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

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

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

IDBS, a Danaher operating company, offers comprehensive benefits programs including health care and paid time off.