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Senior Business Process Analyst

Closing date
7 May 2021

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The Senior IT Service Desk \ Business Process Analyst will be responsible for a complete IT Service Desk process review with implemented improvements.The service desk coordinates the provision of IT support services for the company's offices located all over the world and operates round-the-clock to cover all business hours of its offices. The service desk also offers support using Digital touchpoint channels. The main responsibilities of this position are:


* Complete ITIL Incident Management process maturity review

* Based on completed review, create and implement an improvement plan including KPI's.

* Develop a documented catalogue list of service for the ITSD

* Develop the associated role

* Process role definitions for IT Service Desk undergoing Digital transformation.

* Creation of associated learning maps definition for roles defined, to support an IT Service Desk undergoing a Digital transformation.

* Involvement in the creation of reporting deck aimed at real time reporting.


* Experience in process definition in an IT organisation digitally transforming.

* Experience in Service Desk role definition.

* Experience with ServiceNow essential.

* Proven experience in the methodologies, processes and procedures associated with service desks (i.e. ITIL, Agile)

* Experience with corresponding software/hardware requirements (i.e. helpdesk ticketing, workflow software)

* Experience in optimizing ticket monitoring tools

* Experience in creating a document library and document version control

* Excellent communication skills (both verbal and written)

* 5-10 years working as an IT Business Process/Analyst.


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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