Associate ITIL Problem Process Management Officer - based in Luxembourg

The European Investment Bank (EIB) is seeking an Associate ITIL Problem Process Management Officer to work from its Luxembourg headquarters. The role requires regular office presence and offers relocation support. This is a full‑time, 12‑month temporary position (grade 4). Internal benchmark: Associate Engineer, IT Technology & Infrastructure.

Operating Network

Reports to the Head of Operations & ITIL Processes Unit, responsible for providing IT services for operations and managing operational processes. Given the operational risk linked to some processes, all team members are required to act as backup for other team members, both for ITIL and non‑ITIL processes.

Development and Implementation of ITIL Processes

• Propose, develop, and enhance IT processes and services within Problem Management under ITIL Process Management.
• Drive the evolution and continuous improvement of the Problem Management process.
• Actively contribute to process implementation to reduce incident recurrence and improve service stability.

Strategic Alignment and Project Coordination

• Steer Problem Management processes toward future objectives in line with IT strategy.
• Coordinate and evaluate strategic and complex projects related to root cause analysis and defect.
• Coordinate consultants assigned to projects or major problems, promoting teamwork and collaboration.

Process Execution and Service Integration

• Oversee end‑to‑end execution of the Problem Management process, including proactive and reactive problem handling.
• Integrate best practices and drive continuous performance improvement in root cause analysis.
• Establish, review, and maintain operational methods, procedures, facilities, and tools for problem resolution.

Expert Advice and Stakeholder Communication

• Provide advice and recommendations on problem resolution and defect prevention.
• Remain up to date with developments and best practices in Problem Management and ITIL.

Performance Management and Continuous Improvement

• Align Key Performance Indicators (KPIs) with Critical Success Factors (CSFs) and Service Level Targets (SLTs) for Problem Management.
• Ensure objectives are achieved through coordination with other ITIL Process Managers.

Problem Management and Review

• Maintain and enhance the Problem Management process in collaboration with senior management.
• Identify, initiate, schedule, and conduct problem reviews and root cause analysis sessions.
• Provide guidance to Problem Process Coordinators.

Audit Management

• Serve as the single point of contact for all ITSM‑related internal and external audit requests concerning Problem Management.
• Coordinate evidence collection, documentation, and responses with process owners and auditors.

Risk Management

• Identify, assess, and document operational risks related to recurring incidents and systemic issues.
• Maintain and update risk registers, ensuring effective risk monitoring and mitigation.

Governance & Continuous Improvement

• Develop and maintain control frameworks aligned with ITIL best practices for Problem Management.
• Conduct periodic process reviews to ensure ongoing compliance and risk control effectiveness.

Qualifications

• University degree (minimum Bachelor) preferably in Computer Science, Information Systems or similar relevant fields.
• At least 3 years of relevant experience in IT, including experience in working with or leading technical teams in the context of IT Service Management.
• Up‑to‑date knowledge of market trends and developments in the IT sector, especially ITIL, Cloud, Agile, and DevOps.
• Broad understanding of IT infrastructure, IT applications, and architecture.
• Familiarity with IT infrastructure and BMC Helix would be an advantage.
• ITIL Foundation Certification would be an advantage.
• ITIL Specialist: Create, Deliver & Support certification or similar would be a distinct advantage.
• Experience in working with multicultural project teams.
• Excellent knowledge of English and/or French, with a good command of the other. Knowledge of other EU languages would be an advantage.

We hire and value talent with unique characteristics, creating a work environment where they can be themselves. Diversity, Equity and Inclusion makes us a performing and innovative organisation. We encourage all suitably qualified and eligible candidates to apply regardless of gender identity/expression, age, racial, ethnic and cultural background, religion and beliefs, sexual orientation, disability or neurodiversity.