One of the world's leading energy companies, ENGIE is present across the entire energy chain, in electricity and natural gas, from upstream to downstream. By placing responsible growth at the heart of its businesses (energy, energy services and the environment), its mission is to meet major challenges: meeting energy needs, ensuring security of supply, combating climate change, and optimising the use of resources.

GBS is part of ENGIE, partnering with the support functions for the ENGIE's Business Units and Corporate. It currently has 7 Business Support functions: purchasing, consulting, finance, real estate and logistics, legal, human Resources, information systems. By 2025, GBS is ENGIE's "transition maker" for support function excellence. Amplifying ENGIE's net zero mission, we provide a competitive edge through efficient operations, strategic resource allocation, and pioneering in culture and technology.

What you will do:

ENGIE IT’s transversal teams are responsible for coordinating core ITIL processes across multiple departments. As part of our internal team expansion, we are recruiting a Problem Management Coordinator to oversee the Problem Management lifecycle and contribute to service quality and continuous improvement.

This role was previously performed externally. It is now being internalized within our Romanian branch to support strategic knowledge retention, foster operational ownership, and enhance collaboration.

Responsibilities:

• Identify and assess whether a new Problem falls within the team’s scope and meets eligibility criteria.
• Qualify Problems in coordination with stakeholders.
• Assign qualified Problems to the appropriate Problem Owner.
• Prioritize Problems according to criticality and business impact.
• Track progress throughout the Problem lifecycle, from qualification to closure.
• Monitor timelines for root cause analysis and escalate when needed.
• Draft concise meeting notes and follow-up on action plans.
• For priority 1 Problems, prepare internal communications to ENGIE IT management from creation through resolution.
• Maintain and update the Known Error Database (KEDB) and associated operational documentation.
• Ensure proper traceability of analysis and solutions.
• Continuously identify and suggest improvements to the process and its execution.
• Recommend better communication flows and methods for internal updates.
• Improve prioritization logic and root cause resolution timelines.
• Promote awareness of service commitments and root cause identification targets.
• Help standardize and automate reporting and dashboards.
• Participate weekly in the Operations Committee (COMOP), where Problem Management is presented to ENGIE IT senior management.
• Prepare and deliver status reports on activities in both French and English.
• Represent Problem Management operations in performance reviews and governance updates

Desired education, expertise, and skills:

• Proactive and self-motivated
• Precise and detail-oriented
• Calm under pressure
• Structured and efficient writing
• Analytical with a strong sense of synthesis
• Strong cross-functional collaboration with internal teams and suppliers
• Comfortable navigating multi-stakeholder environments
• Ability to explain complex situations in simple terms
• Fluent in French and English (written and spoken)
• Capable of communicating with technical, functional, and managerial profiles

Benefits:

• Private health insurance for you and your family;
• Opportunities for ongoing personal and professional development;
• Meal tickets;
• Work-life balance;
• Annual extended holiday entitlement, depending on the length of employment.

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