ITIL Business Analyst

Role overview

An established professional services organisation is hiring an ITIL-focused Business Analyst for a 12-month fixed-term contract within its technology team in Dublin. The position is central to service management change, process improvement, and better end-to-end service delivery across the business.

Key responsibilities

• Review current IT operating processes, document how they work today, and identify ways to make them more efficient and effective.
• Collect, record, and confirm business, technical, and service needs with relevant stakeholders.
• Create target-state IT service management processes that reflect recognised industry practice.
• Assess the effects of changes to processes, technology, operations, and organisation structure.
• Run workshops and stakeholder discussions to surface issues, define needs, and agree on improvement actions.
• Produce and update process maps, operating procedures, governance documentation, workflows, and reporting materials.
• Help introduce and improve IT service management tools, automated workflows, and related capabilities.
• Set up and track service KPIs, SLAs, and other performance measures to support continual improvement.
• Work with internal teams and external vendors to deliver transformation initiatives successfully.
• Strengthen governance, compliance, and audit preparedness across IT service management activities.

Experience and skills

• At least 5 years of experience as a Business Analyst in IT operations, IT service management, or technology transformation.
• Background in ITIL maturity improvement, service optimisation, or operational change programmes.
• Strong capability in requirements elicitation, process analysis, process mapping, and stakeholder management.
• Proven track record of handling several workstreams at once in complex organisations.
• Comfort leading workshops and communicating with both technical and non-technical audiences.
• Good understanding of Incident, Problem, Change, and Service Request Management, plus Continual Service Improvement.
• Experience in regulated, professional services, financial services, or similarly structured environments is an advantage.
• Well-developed analytical, documentation, organisational, and project coordination abilities.

Desired qualifications and tools

• ITIL Foundation or a more advanced ITIL certification.
• Business Analysis credentials such as CCBA, CBAP, or an equivalent qualification.
• Experience using process modelling tools such as Visio, Lucidchart, BPMN tools, or similar.
• Familiarity with ITSM platforms and workflow automation solutions.
• Knowledge of Lean, Six Sigma, or continuous improvement methods.
• Experience creating dashboards, reporting packs, and service performance metrics.
• Exposure to CMDB, asset management, monitoring tools, and governance frameworks.
• Basic automation or scripting exposure with PowerShell, Python, or similar tools.
• Strong awareness of service governance, compliance, and operational risk controls.

Education

A bachelor’s degree, or an equivalent third-level qualification, in Information Technology, Computer Science, Business Information Systems, or a related field is required.

Working arrangement and benefits

• 12-month fixed-term contract
• Competitive salary
• 25 days of annual leave
• Hybrid working policy
• Immediate pension scheme
• Health and wellness benefits

How to apply

Applicants should send an updated CV to be considered for the role.