Associate ITIL Problem Process Management Officer - based in Luxembourg

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.

The EIB, the European Union's bank, is seeking to recruit for Group 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, an Associate ITIL Problem Process Management Officer.

This is a full-time temporary position at grade 4. The term of this contract will be 12 months. Internal benchmark Associate Engineer IT Technology & Infrastructure.

Panel interviews are anticipated for June 2026.

Purpose

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 best‑in‑class 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 high‑performing technology.

Operating Network

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.

Accountabilities

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 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.

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 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. (Knowledge of other EU languages would be an advantage).

Competencies

Find Out More About EIB Core Behavioural Skills Here

Unless stated explicitly as a required qualification, a good command of French is not a pre‑requisite for hire. As both English and French are however official working languages of the EIB, proficiency in both languages is a pre‑requisite for your future career development. Any language clause in your contract must be fulfilled in order for you to be eligible for a promotion (either via the annual appraisal cycle or via an internal selection process). Proficiency is understood to mean the attainment of level 5 of the Inter Institutional language courses, corresponding to B1.2 of the Common European Framework of Reference for Languages (CEFRL). The Bank offers appropriate training support.

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

If you require reasonable accommodation during the recruitment process due to a disability, neurodivergence, or a chronic health condition, please contact the EIB Recruitment team who will manage your request appropriately.

By applying for this position, you acknowledge the importance of maintaining the security and integrity of the Information of the EIB Group. In case of selection for the position, you agree to comply with all measures (policies, controls, document classification and management) implemented by the EIB Group to prevent unauthorised disclosure of any information or any damage to the EIB Group reputation.

Deadline for applications: 9th May 2026