Associate ITIL Problem Process Management Officer

The Associate ITIL Problem Process Management Officer will strengthen the Bank’s IT resilience by driving modern ITIL practices across the IT organisation. The role involves shaping and championing IT Service Management processes to ensure the reliability, availability, and integrity of the EIB’s information and communication systems with secure and high-performing technology.

Responsibilities

• 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.
• Steer Problem Management processes towards 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.
• 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.
• Provide advice and recommendations on problem resolution and defect prevention.
• Remain up to date with developments and best practices in Problem Management and ITIL.
• 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.
• 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.
• 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.
• Identify, assess, and document operational risks related to recurring incidents and systemic issues.
• Maintain and update risk registers, ensuring effective risk monitoring and mitigation.
• 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.

Requirements

• University degree (minimum an equivalent to a 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.
• Proficiency in both English and French is a pre-requisite for future career development, with level 5 of the Inter Institutional language courses (B1.2 CEFRL) recommended.

Skills

• IT Service Management
• ITIL Best Practices
• Problem Process Management
• IT Infrastructure Support
• IT Applications
• IT Architecture
• Cloud Computing
• Agile Methodologies
• DevOps Automation
• BMC Helix
• ITIL Foundation
• ITIL Specialist Certification
• Engineering Team Leadership
• Multi-cultural Team Collaboration
• English Language Proficiency
• French Proficiency

Languages

English, French