Senior Support Analyst

Support Analyst/Technical Analyst – 6 month contract – Dublin City Centre – €400 per day.

We are seeking an experienced Support Analyst to support the rollout of a new IT Service Management (ITSM) platform. This is a new ITSM implementation; the candidate will initially report to the project manager. Post project completion they will transition into the application support team, directly reporting to the application support manager. The successful candidate will be a proactive, hands‑on professional with 4‑5 years' experience in IT support or service desk roles, capable of hitting the ground running, taking initiative, and collaborating across a diverse group of stakeholders.

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• During the first six to 12 months the candidate will report to the ITSM Project Manager.
  
• The candidate will be part of the ITSM implementation, which will include configuration, high‑level testing and training of staff.
  
• Post ITSM implementation, the candidate will move to application support; their key responsibility will be management of the ITSM solution and any future configuration, reporting etc.
  
• The candidate will be part of the application support team and, as needed, will also assist in supporting other applications after receiving appropriate training.
  
• Act as a liaison between business analysts, developers, infrastructure teams and the vendor implementation team.
  
• Support ITIL‑aligned process design and documentation (Incident, Problem, Change, Request, Knowledge, Asset and Service Catalogue).
  
• Participate in workshops, stakeholder meetings and project governance forums.
  
• Assist with data migration, service catalogue setup, workflows and integrations with core university systems (e.g., identity management).
  
• Support training and onboarding for service desk staff, IT teams and business users; contribute to knowledge base and self‑service content.
  
• Provide go‑live and hyper‑care support, including issue triage, root cause analysis and escalation management.
  

Experience:

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• 4‑5 years' experience in application support and analysis roles, ideally within a medium and complex organisation.
  
• Experience working with ITSM platforms (e.g., ServiceNow, Jira Service Management, BMC, Ivanti, Freshservice, etc.).
  
• Experience supporting IT services in an enterprise or higher education environment is highly desirable.
  
• Previous experience in application configuration and stakeholder training, ideally an ITSM solution.
  

Technical & Process Skills:

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• ITIL Foundation certification (or higher) with hands‑on experience applying ITIL processes.
  
• Strong understanding of IT service management processes and lifecycle concepts.
  

Soft Skills & Attributes:

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• Self‑starter with the ability to take initiative and work with minimal supervision.
  
• Strong communication and stakeholder engagement skills, with the ability to work effectively with business stakeholders.
  
• Team player with the ability to collaborate across technical and non‑technical teams.
  
• Excellent problem‑solving, analytical and organisational skills. xcfaprz
  
• Ability to manage multiple priorities in a dynamic, project‑driven environment.