Overview

eir business talent is currently seeking applicants for ITIL Business Analyst  for our client based in Dublin
 
ITIL Business Analyst

Location: Dublin (hybrid)
Reports to: Head of IT Operations
Contract Type: 12-month FTC, Full-time

About the role
Looking to hire an experienced Business Analyst desk to join its IT operations team and play a leading role in its transformation initiative. The successful candidate will be responsible for analysing, designing, and implementing improvements to IT operations and business processes, leveraging ITIL best practices and driving transformation across IT Operations and where required in other areas of the firm.

This role requires strong analytical skills, an in-depth understanding of ITIL methodology and excellent project management skills.

The successful candidate is a team player, embedded within the IT operations team who will collaborate very closely with a variety of key stakeholders in the firm and will require to demonstrate strong business/technical acumen and excellent communication skills.

The successful candidate should have a track record of navigating through the complexities of introducing and implementing complex changes in technology and demonstrate a clear understanding of the impact on IT infrastructure/operations, business processes and applications.

Key Responsibilities
ITIL Process Analysis, Mapping & Optimisation

  • Conduct in-depth analysis and mapping of the existing “AS-IS” IT operations business processes.
  • Conduct gap analyses to identify opportunities for process improvement, including automation, to align the future IT operations processes with ITIL best practice and define clear remediation and improvement plans.
  • Develop and design “TO-BE” processes aligned with ITIL best practices, including impact analysis of the proposed changes on business processes, technology, workflows and the wider firm, eliciting requirements and validation from stakeholders that the new processes meet the requirements.

Business & Stakeholder Engagement

  • Engage stakeholders to capture business, operational, and service requirements.
  • Facilitate workshops to validate current state (pain points, inefficiencies) and target state design and service improvements.
  • Translate requirements into structured process improvements and service models.
  • Act as the interface between IT, business stakeholders, and external vendors.

Documentation & Reporting

  • Produce and maintain high-quality documentation, including Process maps (BPMN / workflow diagrams), Standard Operating Procedures (SOPs), RACI matrices.
  • Drive standardisation and simplification of documentation across all service management disciplines (e.g. Incident Management, Problem Management, Change Enablement, etc).
  • Develop dashboards and reporting to track process performance, adoption of target models and improvement outcomes.

Tooling & Automation

  • Align ITSM tooling to support target-state process design.
  • Translate process maps into Automated workflows, approval models and self-service capabilities.
  • Identify opportunities to remove manual steps and improve automation.
  • Support CMDB maturity and integration with asset and monitoring tools.

Service Improvement & Governance

  • Drive Continual Service Improvement (CSI) initiatives based on process analytics and performance data.
  • Define and track KPIs and SLAs aligned to both current and target process maturity levels.
  • Identify recurring issues and systemic inefficiencies through structured analysis.
  • Ensure governance, auditability, and alignment with ITIL and internal policies.

Skills, Knowledge and Expertise

  • Bachelor’s degree in computer science, Information Technology, business information systems or a related field AND
  • At least 5 years’ experience in ITIL maturity or transformation programmes.
  • Experience in regulated or professional services environment.

Certifications (Highly desirable):

  • ITIL Foundation Certification or Advanced ITIL certifications (Practitioner, Managing Professional, or Strategic Leader).
  • Business Analysis certification (e.g. CCBA)

Key competencies:
Technical Skills

  • Strong knowledge of ITIL (v3/ITIL 4).
  • Experience in ITSM environments and process improvement.
  • Proficiency in process modelling tools (Visio, Lucidchart, BPMN).
  • Knowledge of automation/scripting (PowerShell, Python).
  • Familiarity with Lean / Six Sigma

Soft Skills:

  • Outstanding communication and interpersonal skills written and verbal in English (individual or group) to enable effective collaboration and stakeholder engagement.
  • Ability to complete assignments with minimal direction.
  • Ability to work independently and as part of a team.
  • Ability to lead and motivate teams, fostering a collaborative and results-oriented environment.
  • Good organisational and time management skills.
  • High-quality documentation skills and process-oriented approach.
  • Strong attention to detail and a methodical approach.

Additional competencies:

  • Collaborative mindset and who can work independently or more often as part of a diverse team and group of internal and external stakeholders.
  • Exceptional aptitude for dealing with ambiguity, unexpected emergencies, frequent interruptions, and competing deadlines.
  • Proactive, flexible and adaptable disposition with a willingness to work hands-on, demonstrating attention to detail and the ability to take ownership of individual and team’s work.
  • Innate curiosity and willingness to learn and evolving technology environment on an ongoing basis: develops knowledge base and skill set beyond that called for by immediate tasks and continually push the ‘knowledge envelope’.
  • A continuous improvement mindset, continually critically evaluating results to drive improvements

 
Candidates should hold appropriate RTWs for Ireland i.e. Stamp1G Spousal, Stamp 4, Irish/British/EU passport. 
 
For more information please apply here or contact [email protected]     Contact: 0858564199  
 
Ref: EET8154
 

Candidates must be eligible to work full time and long term in the location specified or currently hold a valid appropriate long term work Visa to apply.
  
eir business talent, eir business and our clients are equal opportunity employers who seeks to recruit and appoint the best available person for a job regardless of marital / civil partnership status, sex (including pregnancy), age, religion, belief, race, nationality and ethnic or national origin, colour, sexual orientation or disability. eir business talent, eir business and our clients apply all relevant Data Protection laws when processing your Personal Data.
  
If you choose to apply to this opportunity and share your CV or other personal information with eir business talent, eir business and our clients, these details will be held by us in accordance with our privacy policy used by our recruitment team to contact you regarding this or other relevant opportunities at eir business talent and eir business.