AI-Driven ITSM Analyst

Glanbia; Kilkenny; Hybrid; EUR 65,000 - 90,000; Full time

Job summary

Glanbia in Kilkenny, Ireland, seeks an experienced Service Management Analyst to lead the rationalisation, standardisation, quality, and automation of ITSM processes. You will drive continuous improvement of Service Desk and service management to align with business needs while reducing inefficiencies.

In this role, you will explore automation and AI-driven solutions, analyse performance data, and partner with IT and external teams to implement best practices.

Qualifications

• 5+ years of IT Service Management, Service Desk or Service Operations experience.
• Bachelor’s or Master’s degree in Computer Science, Information Technology, Engineering, or equivalent.
• Industry certifications desirable (ITIL 4, CompTIA, KCS).
• Strong knowledge of ITSM tools and ITIL frameworks; experience with workflow automation.
• Familiarity with AI-driven ITSM solutions and self-service adoption.

Responsibilities

• Drives the optimisation and standardisation of ITSM processes to improve efficiency and consistency across the IT landscape.
• Explores automation and AI-driven solutions within ITSM, including automated incident resolution and predictive analytics.
• Analyses service performance data to identify trends and implement continual service improvements.
• Defines QA standards and best practices, guiding partner teams as needed.
• Collaborates with the Service Management Lead to optimise partner service delivery and ITSM tooling (e.g., ServiceNow).
• Acts as an internal consultant on ITSM best practices and delivers advice to IT and business stakeholders.
• Supports the drive for self-service adoption and automation across IT and business units.

Skills

ITSM

Service Desk

ITIL

Automation/AI

Cross-functional collaboration

Education

Bachelor’s or Master’s in CS/IT/Engineering

Tools

ServiceNow

Jira Service Management

BMC Helix ITSM

Job description

Glanbia in Kilkenny, Ireland, seeks an experienced Service Management Analyst to lead the rationalisation, standardisation, quality, and automation of ITSM processes. You will drive continuous improvement of Service Desk and service management to align with business needs while reducing inefficiencies.

In this role, you will explore automation and AI-driven solutions, analyse performance data, and partner with IT and external teams to implement best practices.