Senior Problem Analyst

Description

**Company Description** ----------------------- Eurofins Scientific is an international life sciences company, providing a unique range of analytical testing services to clients across multiple industries, to make life and our environment safer, healthier and more sustainable. From the food you eat, to the water you drink, to the medicines you rely on, Eurofins laboratories work with the biggest companies in the world to ensure the products they supply are safe, their ingredients are authentic and labelling is accurate. The Eurofins network of companies believes that it is a global leader in food, environment, pharmaceutical and cosmetic product testing and in discovery pharmacology, forensics, advanced material sciences and agroscience contract research services. It is also one of the market leaders in certain testing and laboratory services for genomics, and in the support of clinical studies, as well as in biopharma contract development and manufacturing. It also has a rapidly developing presence in highly specialised and molecular clinical diagnostic testing and in\-vitro diagnostic products. The group's key figures are approximately: Turnover of 6\.5 billion euros, more than 940 laboratories in 62 countries and around 62,000 employees. **Job Description** ------------------- **Summary** We are seeking an experienced (**Senior) Problem Analyst** to join an IT organisation supporting multiple IT Solutions critical for Business daily operations. This role is pivotal in **driving root cause analysis (RCA)** across software and infrastructure layers. You will operate in a **high\-pressure, mission\-critical environment**, collaborating with cross\-functional teams to **eliminate recurring issues and strengthen system resilience**. **Key Responsibilities** **1\. Problem Management** * Own **end\-to\-end problem management lifecycle** (identification, investigation, RCA, resolution, closure). * Act as **coordinator** across application, infrastructure, and third\-party teams when necessary. * Ensure adherence to **ITIL Problem Management process**. **2\. Root Cause Analysis (RCA) \& Continuous Improvement** * Perform **deep\-dive analysis** on recurring or critical incidents (software defects, infrastructure failures, integration issues). * Use structured methods such as 5 Why’s, Ishikawa (Fishbone) or Fault Tree Analysis * Produce **clear, actionable RCA reports** with remediation plans. * Identify systemic weaknesses and drive **permanent fixes**, not just workarounds. **3\. Production Stability \& Reliability** * Monitor trends in incidents to detect **patterns and systemic risks**. * Proactively initiate **problem records** based on data analysis. **4\. Stakeholder Communication** * Provide **clear, concise communication** to IT leadership, Business stakeholders and Operations teams * Facilitate **post\-incident reviews (PIRs)** and ensure lessons learned are implemented. * Communicate technical findings in **business\-understandable language**. **5\. Governance \& Process Excellence** * Ensure compliance with: + ITIL best practices + Internal SLAs / OLAs * Maintain and improve **knowledge base articles (KBA)**. * Contribute to **runbooks/playbooks** for incident handling. **6\. Collaboration \& Leadership** * Challenge teams constructively to **drive accountability and quality**. * Mentor junior analysts and support organizational maturity. **Qualifications** ------------------ **Required Skills \& Experience** * 5–10\+ years in: + Incident / Problem Management + Production Support / Application Support * Proven experience handling/contributing to **major incidents in complex environments**. * Experience in **global, multi\-team, 24/7 operations**. **Technical Skills** * Strong understanding of: + Distributed systems and enterprise applications + Cloud environments (Azure) + Databases (SQL) + APIs and integration layers * Ability to analyse: + Logs (Splunk, ELK, Dynatrace, AppDynamics, etc.) + Monitoring dashboards **Process \& Methodology** * Strong knowledge of **ITIL (Incident, Problem, Change)**. * Experience with tools such as: ServiceNow / BMC Remedy / Jira Service Management * Experience implementing **RCA best practices**. **Soft Skills** * Excellent **analytical and troubleshooting skills**. * Ability to remain **calm under pressure**. * Strong **communication and stakeholder management** skills. * Proactive mindset with a **bias for action and ownership**. **Additional Information** -------------------------- Working hours: Monday to Friday \- 08:00 to 17:00 Hybrid Work