Problem Management Analyst (Team Service Management) - (M/F)
Banque Internationale à Luxembourg
il y a 5j

Contract type

Unlimited durationBanque Internationale à Luxembourg is the oldest bank in Luxembourg. Founded in 1856, BIL is a key player in the Retail Banking, Private Banking, Corporate Banking and Treasury and Financial Markets.

These businesses are backed up by strong Support functions and by our Operational departments.

Problem Management Analyst (Team Service Management)

Job Description :

  • Make efficient use of monitoring, reporting tools and data feeds to manage the quality of the
  • services provided and ultimately actively contribute to the customer satisfaction

  • Manage the lifecycle of underlying Problems, to ensure that these are logged, diagnosed and
  • escalated to appropriate and consistent quality standards

  • Facilitating and coordinating technical problem review includes leading and facilitating post
  • mortem investigations of critical incidents, and managing root cause analysis between expert


  • Initiating actions to implement corrective and preventative measures based on the pain / value
  • ratio

  • Use trends analysis of recurring Problems / Incidents - extract trends on Incident types, key
  • problem areas, depts, etc Produce 'Escalation Reports' on recurring issues and issues not being

    resolved. Production of statistics and reports to demonstrate performance of the Problem

    Management process

  • Actively contribute to Knowledge Management. Gather, analyze, store and share knowledge and
  • information pertaining to Incidents, Problems and Known Errors (e.g. KEDB)

  • Work with process owners and stakeholders to re-engineer processes to be simple, nimble,
  • repeatable, measurable, achievable and continuously improved

  • With a Continuous Service Improvement posture, capture improvement and enhancement
  • opportunities, facilitate cross-division collaboration to understand their impact, scope, resource

    requirements and prioritize their implementation

    Required Skills :

  • Strong customer service, analytical, research, interpersonal skills required
  • Good organisational skills plus the ability to motivate people across the organisation to provides
  • solutions

  • Creative problem solving following an issue through to its logical conclusion and escalating
  • where necessary.

  • Confident communicator with the ability to negotiate at all levels.
  • Go Getter , enthusiastic, autonomous, accountable and proactive.
  • Writing skills maintaining accurate documentation and authorship of complex documents
  • English and French
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