Associate ITIL Problem Process Management Officer - based in Luxembourg

## Associate ITIL Problem Process Management Officer - based in Luxembourg - Organization:European Investment Bank - Office:EIB Group HQ Luxembourg European Investment Bank This position is based at our Luxembourg headquarters and requires regular office presence.The EIB offers you the opportunity to live and work in a truly international and multi-cultural environment. We also offer relocation support. TheEIB, the European Union's bank, is seeking to recruit forGroup Information Systems Directorate (GIS), Core Platforms & Resilience Department (CPR), Platform Engineering & Operations Division (PEO), IT Operations & Service Management Unit (IOSM), at its headquarters in Luxembourg, anAssociateITIL Problem Process Management Officer*. This is a full-time temporary position at grade 4. The term of this contract will be 31.12.2027. *Internal benchmark Associate Engineer IT Technology & Infrastructure Panel interviews are foreseen as from October 2026 You will play a key role in strengthening the Bank's IT resilience by driving modern ITIL practices across our IT organisation. By shaping and championing bestinclass IT Service Management processes, you will help ensure the reliability, availability and integrity of the EIB's information and communication systems supporting our mission with secure and highperforming technology. You will report to the Head of Operations & ITIL Processes Unit, responsible for providing IT services for Operation and Operational Processes. Given the operational risk linked to some processes, it is required that all team members can act as back-up 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. 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. Drive the evolution and continuous improvement of the Problem Management process. - Actively contribute to process implementation to reduce incident recurrence and improve service stability. Actively contribute to process implementation to reduce incident recurrence and improve service stability. Strategic Alignment and Project Coordination - Steer Problem Management processes towards future objectives in line with IT strategy. 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 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. 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. 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. 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. 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. Provide advice and recommendations on problem resolution and defect prevention. - Remain up to date with developments and best practices in Problem Management and ITIL. 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. 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. 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. Maintain and enhance the Problem Management process in collaboration with senior management. - Identify, initiate, schedule, and conduct problem reviews and root cause analysis sessions. Identify, initiate, schedule, and conduct problem reviews and root cause analysis sessions. - Provide guidance to Problem Process Coordinators. 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. 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. Coordinate evidence collection, documentation, and responses with process owners and auditors. - Identify, assess, and document operational risks related to recurring incidents and systemic issues. Identify, assess, and document operational risks related to recurring incidents and systemic issues. - Maintain and update risk registers, ensuring effective risk monitoring and mitigation. 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. 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. Conduct periodic process reviews to ensure ongoing compliance and risk control effectiveness. - University degree (minimum an equivalent to a Bachelor) preferably in Computer Science, Information Systems or similar relevant fields. 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. 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. 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. Broad understanding of IT infrastructure, IT applications, and architecture. - Familiarity with IT infrastructure and BMC Helix would be an advantage. Familiarity with IT infrastructure and BMC Helix would be an advantage. - ITIL Foundation Certification would be an advantage. ITIL Foundation Certification would be an advantage. - ITIL Specialist: Create, Deliver & Support certification or similar would be a distinct advantage. ITIL Specialist: Create, Deliver & Support certification or similar would be a distinct advantage. - Experience in working with multicultural project teams. 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). Excellent knowledge of English and/or French (***), with