IT Service Management Analyst

IT Service Management Analyst, Dublin

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Date: 9 Jun 2025

Location: Dublin, IE, IE

Company: Allied Irish Bank

Location/Office Policy: Central Park\Hybrid

• Do you want to work in a dynamic Service environment with opportunities to cross skill and develop?
• Do you enjoy collaborating with teams to get to the root cause of Technology issues and challenges?
• Do you see the value in well managed, structured and process driven IT Changes?

What is the Role:

The IT Service Management (ITSM) Analyst will be required to support the operation and sustainment of effective Change and Problem Management processes. You will act as a key interface with teams across Technology & Data, AIB Business area and AIB’s IT strategic partners. The ITSM team have responsibility for a diverse range of technology and support services within a support and control framework, which ensures the availability, accuracy and integrity of the Bank’s systems and services. It is a dynamic work environment presenting multiple challenges and will appeal to colleagues who are interested in pursuing a challenging career in Technology.

Key accountabilities:

• Support of effective and appropriate ITSM forums delivering key processes that support Change and Problem Management.
• Act as a trusted advisor to internal and external stakeholders, the IT community, our business and our suppliers ensuring a streamlined and effective engagement process.
• Deliver effective communication across stakeholders ensuring compliance and awareness of ITSM processes and procedures.
• Provision and maintenance of key ITSM metrics to underpin the Service Management process.
• Assist local management to ensure full and continued compliance with processes within the Service Operations function, e.g. ITIL, ISO20000

What you Will Bring:

1 - 2+ Years in a Service or Operations Role

2 - Proficient knowledge of MS Office 365

3 - Organisational and communication skills

4 - Excellent analytical skills with the ability to present information in a structured manner

5 - Interpersonal skills including collaboration and facilitation

Why Work for AIB (When External):

We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.

Some of our benefits include:

• Market leading Pension Scheme
• Healthcare Scheme
• Variable Pay
• Employee Assistance Programme
• Family leave options
• Two volunteer days per year

Please click here for further information about AIB’s PACT – Our Commitment to You.

Key Capabilities

• Instils Trust – Gains confidence of others through integrity, dependability and authenticity
• Collaborates - Builds partnerships, works collaboratively with others to meet goals and is a team player. Develops connections that will enable successful outcomes. Balances own interests with others. Understands role as part of the wider team and how that benefits the overall team objective.
• Investigating & Reporting - Investigates incidents or issues to determine the cause, circumstances, and contributing factors. Documents detailed findings and suggests and implements necessary resolutions
• Troubleshooting - Anticipates issues or problems in advance, resolves issues or problems through strategic advice for the effective solution to the issue or problem.

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie

Disclaimer: 

Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.

Application deadline: Monday the 23rd of June 2025

Job Segment: Recruiting, Service Manager, Bank, Banking, Manager, Human Resources, Customer Service, Finance, Management

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