Service Management 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

Join this dynamic team focused on delivering better nutrition for every step of life’s journey.

The Opportunity

The Service management analyst is responsible for driving the rationalisation, standardisation, quality, and automation of IT Service Management (ITSM) processes. They lead the continuous optimisation of Service desk and service management processes to ensure alignment to business needs, while enhancing service quality and reducing inefficiencies.

They explore opportunities to streamline ITSM processes, ensuring they are data-driven and leverage automation / AI where possible, working closely with IT and partner teams to implement best practices and innovation in service management.

Primary responsibilities for this role will include:

• Drives the optimisation and standardisation of ITSM processes to improve efficiency and consistency across the IT landscape.
• Explores opportunities to implement automation and AI-driven solutions within ITSM processes (e.g., automated incident resolution, predictive analytics for problem management).
• Contributes to continual service improvement by analysing service performance data, identifying trends, and implementing enhancements.
• Ensures high-quality execution of Service management processes by defining and refining quality assurance standards and best practices, providing guidance to partner teams where required.
• Collaborates with the Service Management Lead to assess and refine partner service delivery to ensure alignment with performance expectations.
• Drives the rationalisation of ITSM processes by removing redundant steps, reducing complexity while still ensuring services are fit-for-purpose and meet business needs.
• Collaborates with the Service Management Lead to ensure ITSM tooling (e.g., ServiceNow) is fully leveraged to automate and enhance service control processes where feasible.
• Acts as an internal consultant on ITSM best practices, working across IT teams to embed efficient service control processes.
• Acts as an advisor to IT and the Business on ITSM processes and delivery.

The skills and experience you will bring to the team

• Bachelor’s or Master’s degree in a relevant field (e.g., Computer Schience, Information Technology, Engineering), or equivalent experience.
• Industry certifications highly desirable (e.g ITIL 4, CompTIA, KCS).
• 5+ years of experience in IT Service Management, Service Desk or Service Operations roles.
• Proven experience managing ITSM processes to design, plan, deliver and optimise IT services.
• Strong knowledge of ITSM tools (e.g., ServiceNow, Jira Service Management, BMC Helix ITSM), ITIL frameworks, and ITSM workflow automation.
• Familiarity with AI-driven ITSM solutions, including predictive incident and problem management.
• Proven ability to drive self-service adoption within IT and the Business, fostering a cultural / mindset shift towards automation and self-help solutions.
• Experience collaborating with third-party service providers, monitoring performance and driving continuous improvement.
• Familiarity with Agile and DevOps practices to align ITSM processes with fast-paced delivery models.

Where and how you will work

The opportunity is based in our Leggettsrath Kilkenny office withhybrid working arrangements available, which allows you a greater choice in how you work and live, giving you a better work-life balance.

About Glanbia

Glanbia is a better nutrition company with three divisions: Performance Nutrition, Health & Nutrition and Dairy Nutrition. Collectively and with our partners we offer an incredible breadth of expertise in nutrition. We employ a team of 5800 people, work with global food and beverage companies, and sell our award-winning and market-leading brands and ingredients in more than 100 countries worldwide

At Glanbia, we celebrate diversity, because we know that our individual strengths make us stronger together. We welcome and encourage interest from a variety of candidates, we will give your application consideration, without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status.

At Glanbia, our culture celebrates individuality, knowing that together we are more.