Senior Business Process Analyst

  • Location:

    Dublin, Republic of Ireland

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  • Published:

    27 days ago


The Senior IT Service Desk \ Business Process Analyst will be responsible for a complete IT Service Desk process review with implemented improvements.The service desk coordinates the provision of IT support services for the company's offices located all over the world and operates round-the-clock to cover all business hours of its offices. The service desk also offers support using Digital touchpoint channels. The main responsibilities of this position are:


* Complete ITIL Incident Management process maturity review

* Based on completed review, create and implement an improvement plan including KPI's.

* Develop a documented catalogue list of service for the ITSD

* Develop the associated role

* Process role definitions for IT Service Desk undergoing Digital transformation.

* Creation of associated learning maps definition for roles defined, to support an IT Service Desk undergoing a Digital transformation.

* Involvement in the creation of reporting deck aimed at real time reporting.


* Experience in process definition in an IT organisation digitally transforming.

* Experience in Service Desk role definition.

* Experience with ServiceNow essential.

* Proven experience in the methodologies, processes and procedures associated with service desks (i.e. ITIL, Agile)

* Experience with corresponding software/hardware requirements (i.e. helpdesk ticketing, workflow software)

* Experience in optimizing ticket monitoring tools

* Experience in creating a document library and document version control

* Excellent communication skills (both verbal and written)

* 5-10 years working as an IT Business Process/Analyst.

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