Senior Problem Analyst

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.

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 indriving root cause analysis (RCA) across software and infrastructure layers. You will operate in ahigh-pressure, mission-critical environment, collaborating with cross-functional teams toeliminate recurring issues and strengthen system resilience.

Key Responsibilities

1. Problem Management

• Ownend-to-end problem management lifecycle (identification, investigation, RCA, resolution, closure).
• Act ascoordinator across application, infrastructure, and third-party teams when necessary.
• Ensure adherence toITIL Problem Management process.

2. Root Cause Analysis (RCA) & Continuous Improvement

• Performdeep-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
• Produceclear, actionable RCA reports with remediation plans.
• Identify systemic weaknesses and drivepermanent fixes, not just workarounds.

3. Production Stability & Reliability

• Monitor trends in incidents to detectpatterns and systemic risks.
• Proactively initiateproblem records based on data analysis.

4. Stakeholder Communication

• Provideclear, concise communication to IT leadership, Business stakeholders and Operations teams
• Facilitatepost-incident reviews (PIRs) and ensure lessons learned are implemented.
• Communicate technical findings inbusiness-understandable language.

5. Governance & Process Excellence

• Ensure compliance with:
  • ITIL best practices
  • Internal SLAs / OLAs
• Maintain and improveknowledge base articles (KBA).
• Contribute torunbooks/playbooks for incident handling.

6. Collaboration & Leadership

• Challenge teams constructively todrive accountability and quality.
• Mentor junior analysts and support organizational maturity.

Required Skills & Experience

• 5–10+ years in:
  • Incident / Problem Management
  • Production Support / Application Support
• Proven experience handling/contributing tomajor incidents in complex environments.
• Experience inglobal, 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 ofITIL (Incident, Problem, Change).
• Experience with tools such as: ServiceNow / BMC Remedy / Jira Service Management
• Experience implementingRCA best practices.

Soft Skills

• Excellentanalytical and troubleshooting skills.
• Ability to remaincalm under pressure.
• Strongcommunication and stakeholder management skills.
• Proactive mindset with abias for action and ownership.

Working hours:

Monday to Friday - 08:00 to 17:00 Hybrid Work