ServiceNow Senior IT Service Desk \ Business Process Analyst

Closing date
26 Nov 2020

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The Senior IT Service Desk \ Business Process Analyst - (2 Month Contract) will be responsible for an IT Service Desk process Review.


Experience in process definition in an IT organisation digitally transforming.
Experience with ServiceNow essential
Experience documenting both functional and non-functional requirements
 5-10 years working as an IT Business Process/Analyst.
 Proven experience in the methodologies, processes and procedures associated with service desks (i.e. ITIL
 Experience with corresponding software/hardware requirements (i.e. helpdesk ticketing, workflow software
 Excellent communication skills (both verbal and written)



*ITIL Incident Management Review and improvement plan.
*KPI Review and performance analytics recommendation.
*Role definition for IT Service Desk undergoing Digital transformation.
*Associated learning maps definition for roles defined to support an IT Service Desk undergoing a Digital transformation

SAP is the world leader in enterprise applications in terms of software and software-related service revenue. Based on market capitalization, we are the world’s third largest independent software manufacturer. SAP is at the center of today’s business and technology revolution. SAP helps you streamline your processes, giving you the ability to use live data to predict customer trends – live and in the moment. Across your entire business. When you run live, you run simple with SAP.

With offices and labs located worldwide, SAP serves over 345,000 customers with 84,000 employees, more than 150 nationalities worldwide in 130 countries.

SAP began operations in Ireland in 1997, and today has offices in Dublin and Galway and employs over 1,700 people across 41 lines of business. SAP employees in Ireland comprise a diverse community – 60 nationalities of people speaking 47 languages. Located between SAP EMEA and the U.S. headquarters of SAP Americas, and with so many languages and cultures present, Ireland provides the ideal setting to host the SAP service and support organisation serving SAP customers in these regions.

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  • Ireland
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