Problem Manager at Eurofins

Katowice, Silesian Voivodeship, Poland -

Full Time

Start Date

Immediate

Expiry Date

26 May, 26

Salary

0.0

Posted On

25 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Itil Problem Management, Root Cause Analysis, Rca Techniques, Itsm Tools, ServiceNow, Bmc Helix, Data Analysis, Coordination, Facilitation, Stakeholder Engagement, Continuous Improvement, Service Stability, Uat Testing, Grafana, Fault Tree

Industry

Medical and Diagnostic Laboratories

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. Eurofins is dedicated to delivering testing services that contribute to the health and safety of society and the planet, and to its corporate responsibility to protect the environment and ensure diversity, equity, and inclusion across the entire network of Eurofins companies. Job Description The Problem Manager governs the end-to-end Problem Management lifecycle to reduce recurring incidents, identify root causes, and drive sustainable corrective & preventive actions (CAPA). As the single point of contact for all Problems, the role coordinates cross-team activities, ensures production-validated fixes, and supports continuous improvement and overall service stability. Tasks & Responsibilities Problem Governance Own and improve the ITIL-aligned Problem Management process. Review and triage Problems for completeness, priority, and incident linkage. Maintain the Problem backlog, identify tasks/owners, and track progress. Root Cause Analysis (RCA) Lead RCA sessions using structured methods (5 Whys, Fishbone, Fault Tree). Validate RCA results and document evidence-based root causes and known errors. CAPA Coordination Develop, track, and follow up on CAPA plans with clear owners and due dates. Coordinate with Support, Application, Infrastructure, Developers, and Service Providers. Testing, Validation & Closure Ensure fixes are implemented, tested in UAT, and prepared for Production deployment. Validate implementation and ensure monitoring/alerting is updated. Communicate resolution to Business Customers and formally close Problems. Communication & Reporting Provide regular updates to stakeholders and management. Prepare dashboards/reports on trends and improvement opportunities. Lead periodic Problem Review meetings. Qualifications Experience & Knowledge Knowledge of ITIL Problem Management (ITIL Foundation preferred). Experience in IT/Application Support or Service Operations. Understanding of RCA techniques and analytical problem-solving. Technical & Tool Skills Experience with ITSM tools (ServiceNow, BMC Helix, etc.). Understanding across applications, databases, infrastructure, integrations. Comfortable reviewing logs (Grafana), dashboards, and basic data analysis. Soft Skills Strong coordination, facilitation, and stakeholder engagement. Excellent communication; able to simplify complex issues. Proactive, structured, and persistent follow-up to ensure closure. Ability to collaborate cross-functionally and influence without authority. Additional Information We support your development! Do you feel you don’t match 100% of the requirements? Don’t hesitate to apply anyway! Eurofins companies are committed to supporting your career development. We embrace diversity! As an Equal Opportunity Employer, the Eurofins network of companies believes in strength and innovation through diversity. We prohibit discrimination against employees or applications based on gender identity and/or expression, race, nationality, age, religion, sexual orientation, disability, and everything else that makes employees of Eurofins companies unique. Sustainability matters to us! We are well on our way to achieving our objective of carbon neutrality by 2025, through a combination of emission reduction and compensation initiatives. We encourage our laboratory leaders to make sustainable changes at their local level, and in addition to their initiatives we count on our dedicated carbon reduction team to help us to achieve this goal! Find out more on our Careers page: https://careers.eurofins.com/ 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. In over 37 years, Eurofins has grown from one laboratory in Nantes, France to ca. 63,000 staff across a decentralised and entrepreneurial network of more than 950 laboratories in over 1,000 companies across 60 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. In 2024, Eurofins generated total revenues of EUR 6.95 billion, and has been among the best performing stocks in Europe over the past 20 years.

Responsibilities

The Problem Manager governs the end-to-end Problem Management lifecycle to reduce recurring incidents, identify root causes, and drive sustainable corrective and preventive actions (CAPA). This role coordinates cross-team activities, ensures production-validated fixes, and supports continuous improvement and overall service stability.