ITIL Business Analyst (12-month FTC)
Location: Dublin (Hybrid)
Contract: 12-Month Fixed-Term Contract
Reporting To: Head of IT Operations

The Opportunity
Our client, a leading professional services organisation, is seeking an experienced Business Analyst to join their IT Operations team and play a key role in a major IT transformation programme.

This is an exciting opportunity to work on large-scale process improvement initiatives, helping to modernise IT operations, enhance service delivery, and drive operational efficiency through best-practice service management frameworks.

The successful candidate will work closely with IT teams, business stakeholders, and third-party vendors to analyse current processes, design future-state operating models, and support the implementation of new technologies and service management tools.

Key Responsibilities
Process Analysis & Improvement

• Analyse and document current IT operational processes and workflows.
• Identify process inefficiencies, gaps, and opportunities for improvement and automation.
• Design future-state processes aligned with IT service management best practices.
• Conduct impact assessments relating to process, technology, and organisational change.
• Gather, validate, and document business and operational requirements.

Stakeholder Management

• Engage with stakeholders across IT and the wider business to understand requirements and priorities.
• Facilitate workshops to capture current-state challenges and define future-state solutions.
• Act as a liaison between technical teams, business users, and external suppliers.
• Support change adoption through clear communication and stakeholder engagement.

Documentation & Reporting

• Produce high-quality process maps, workflows, operating procedures, and governance documentation.
• Develop reporting frameworks and dashboards to measure process performance and adoption.
• Support standardisation of documentation across service management functions.

Service Management & Tooling

• Support the optimisation and enhancement of IT service management processes.
• Translate business requirements into workflow and automation opportunities.
• Assist with the implementation and configuration of new IT operational tools and platforms.
• Contribute to service improvement initiatives and governance activities.

Continuous Improvement

• Drive ongoing service improvement programmes using performance metrics and operational insights.
• Define and monitor KPIs and service measures.
• Identify recurring issues and opportunities to improve service quality and operational effectiveness.
• Ensure alignment with governance requirements, audit standards, and industry best practices.

About You
Experience

• Bachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related discipline.
• Minimum 5 years' experience working within IT transformation, service improvement, or business analysis environments.
• Strong experience supporting process optimisation and operational change initiatives.
• Experience working within professional services, regulated industries, or similarly complex environments is highly desirable.

Technical Skills

• Strong understanding of IT Service Management frameworks (ITIL).
• Experience within ITSM environments and process improvement programmes.
• Proficiency with process mapping and modelling tools such as Visio, Lucidchart, or BPMN platforms.
• Familiarity with automation technologies and scripting tools is advantageous.
• Knowledge of Lean, Six Sigma, or continuous improvement methodologies is beneficial.

Personal Attributes

• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and manage multiple priorities.
• Highly organised with excellent attention to detail.
• Strong documentation and process design capabilities.
• Collaborative approach with the ability to influence and engage stakeholders at all levels.

What's on Offer

• Opportunity to contribute to a significant IT transformation programme.
• Exposure to enterprise-wide process improvement initiatives.
• Hybrid working model.
• Collaborative and supportive team environment.
• Competitive salary and benefits package.