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.

In over 37 years, Eurofins has grown from one laboratory in Nantes, France to over 65,000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1,000 companies across 59 countries. Eurofins companies offer a portfolio of over 200,000 analytical methods to evaluate the safety, identity, composition, authenticity, origin, traceability and purity of biological substances and products.

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.

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.

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.

Monitor trends in incidents to detect patterns and systemic risks.

Proactively initiate problem records based on data analysis.

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.

Ensure compliance with:

ITIL best practices

Internal SLAs / OLAs

Maintain and improve knowledge base articles (KBA).

Contribute to runbooks/playbooks for incident handling.

Challenge teams constructively to drive accountability and quality.

Mentor junior analysts and support organizational maturity.

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.

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

Strong knowledge of ITIL (Incident, Problem, Change).

Experience with tools such as: ServiceNow / BMC Remedy / Jira Service Management

Experience implementing RCA best practices.

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.

A launch pad for senior management roles within Eurofins globally.

Opportunities to grow project management skills in a dynamic, fast-paced environment.

A chance to join a highly motivated international team of professionals.