IT incident & Problem analyst

Say HI* to our IT incident & Problem analyst role

In fast‑changing markets, customers worldwide rely on Thales. Our architects design secure digital foundations that support aerospace, transportation, defense and space systems. At Thales Netherlands, you join an international community of talented professionals who collaborate, innovate and push technology forward.

Within our IS/IT department, a group of 180 skilled specialists supporting 3000 colleagues. You contribute directly to the digital transformation of Thales. We work closely with the business, value autonomy, and foster a culture built on security, collaboration and continuous improvement.

About the job

Our Agile transformation journey started a couple of years ago and we are dedicated to agile principles and continuous improvement. We are seeking an IT Incident & Problem Analyst to take a lead role in analyzing all incoming IT incidents. Your mission? To detect patterns and trends, perform thorough Root Cause Analysis, and implement structural improvements. You will ensure incidents do not recur, increasing the stability of our IT services and reducing pressure on the service desk.

In this role, you act as the 'detective' of our IT environment. You collaborate closely across teams, from the service desk registering incidents to various IT teams implementing changes. You will translate data into actionable plans, maintaining dashboards and clear reporting to track the status of open problems and their resolution effectiveness. Your proactive problem management will drive continuous improvement and stability.

What you will do:

• Lead detailed data analysis and trend recognition by thoroughly investigating incident logs, monitoring data, and service tickets to identify recurring problems.

• Conduct Root Cause Analysis (RCA) on major or structural disruptions, bringing together the right experts (engineers, suppliers) to find the real causes, not just symptoms.

• Initiate and drive improvement initiatives based on your analyses, translating findings into concrete action plans like Known Errors and Workarounds.

• Develop and maintain dashboards and clear reports on the status of open issues, trends, and the effectiveness of resolutions.

• Act as a liaison between the service desk and various IT teams, ensuring progress and follow-up on structural solutions.

• Support and contribute to the ongoing agile transformation and continuous improvement initiatives within the IS/IT department.

• Foster collaboration with international Global Chapters and Group IS/IT to share knowledge and best practices.

What You’ll bring:

• Bachelor’s or Master’s degree in IT or related field.

• A true ‘servant leader’ and critical thinker, eager to share knowledge and coach others.

• At least 5 years of relevant experience in IT incident and problem management or a comparable role.

• Strong analytical skills with the ability to dig deeper and challenge quick fixes.

• Excellent communication skills with an ability to bridge the gap between business, service desk and technical teams.

• In-depth knowledge of ITSM and ITIL processes, and experience embedding these within teams.

• Proactive, persistent, and result-driven to continuously push for structural improvements and track progress.

• Experience working in agile environments and embracing new ways of working.

• Fluent in English.

What you’ll gain:

Wherever your passion lies, Thales can help you make the best use of your skills and creativity. As a contractor at Thales, you can expect to experience:

• An interesting job within a team of experts in an international high-tech environment.

• Room for and attention to personal development and personal initiative.

• The opportunity to grow within the organization, whether in a technical, managerial, commercial or international capacity.

• A flexible work environment with a focus on maintaining a good work-life balance.

About Thales

Thales offers untold opportunities to take part in fascinating projects and overcome ambitious human and technological challenges. As a contractor, you’ll be part of a community of experts bringing together innovations from the bottom of the oceans to the depths of space and cyberspace. Collaborating to find solutions to the biggest challenges in the most difficult conditions.

Drawing on a diversity of expertise, perspectives and cultures, we are able to provide the best possible solutions to our customers. Together, we can harness the extraordinary power of technology to build a future we can all trust.

Randstad, as the EMEA Thales talent acquisition partner, is responsible for finding and contracting talent for the contingent roles at Thales. If you are selected for a role you will be engaged or employed by one of the Randstad recruitment companies in EMEA and will not be an employee of Thales.

*Human Intelligence

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