Anailísí Bainistíochta Seirbhíse /Service Management Analyst

Job Description

Is sinne Uisce Éireann. Gach lá, bímid freagrach as seirbhísí uisce atá slán, sábháilte agus inbhuanaithe a sholáthar do mhuintir na hÉireann. Mar fhóntas uisce rialáilte náisiúnta na hÉireann, is í ár bhfís go mbeidh Éire inbhuanaithe ann ina bhfuil meas ar uisce agus ina bhfuil sé cosanta, don domhan agus do na saolta uile a gcothaítear leis.

Is é an cuspóir atá ag Uisce Éireann ná a bheith inchurtha leis an dúshlán a bhaineann le seirbhísí bunathraitheacha uisce a sholáthar chun go mbeidh rath ar phobail. Ciallaíonn sé sin go bhfuilimid bródúil as an bhfreagracht a ghlacadh as ár soláthar uisce a chosaint agus córas sábháilte uisce a chur ar aghaidh chuig daonra atá ag fás go tapa agus fás sóisialta agus eacnamaíoch na hÉireann a chumhachtú.

Táimid paiseanta faoi chumhacht a thabhairt dár ndaoine, iad a chumasú tionchar dearfach a bheith acu ar phobail ar fud na hÉireann. Tá comhfhís agus comhchuspóir mar threoir againn, agus cloímid le luachanna a shainíonn cé sinne agus a mhúnlaíonn an chaoi a n-oibrímid, áit a bhfreastalaímid ar chustaiméirí agus ar phobail, a n-oibrímid níos fearr le chéile, a ndéanaimid an rud ceart, a mbíonn uaillmhianta againn, agus a gcoinnímid a chéile slán. Is trínár n-iompar a shainítear an chaoi a ndéanaimid caidreamh agus cumarsáid le chéile, agus a mbíonn rath orainn le chéile. Baineann na luachanna agus an t-iompar seo le gach duine againn, thar gach ról, suíomh, agus leibhéal.

Is é an sprioc atá againn daoine oilte agus cumasacha ó chúlraí éagsúla a mhealladh agus a fhorbairt, agus tabharfaidh na daoine sin raon dinimiciúil saineolais agus léargas chuig ár gcuid oibre. Agus lucht saothair láidir luachbhunaithe ag Uisce Éireann, is cinnte gur féidir linn seirbhísí uisce na hÉireann a chur chun cinn agus freastal ar riachtanais na bpobal a bhfreastalaímid orthu, agus gur féidir linn leanúint ar aghaidh leis an obair sin do na glúnta atá le teacht.

An Ról:

Cuireann TF Uisce Éireann (TF UÉ) seirbhísí agus tacaíocht ar fáil do ghnó níos leithne Uisce Éireann, agus ar fud bhonn úsáideoirí na nÚdarás Áitiúil. Freagrach as Bainistíocht Seirbhíse TF ar ardchaighdeán a sholáthar ar fud disciplíní Teagmhais, Fadhbanna, Athrú agus Aistriú Seirbhíse, ag gníomhú mar an príomh-chomhéadan idir úsáideoirí gnó, grúpaí taifeoirí TF agus soláthraithe seirbhíse tríú páirtí. Déanann an ról maoirseacht ar shaolré an athraithe ó cheann go ceann, lena n-áirítear measúnú, meastóireacht riosca, rannpháirtíocht páirtithe leasmhara, rialachas formheasa, comhordú cur chun feidhme agus athbhreithniú iar-chur chun feidhme. I measc na bhfreagrachtaí tá cathaoirleacht a dhéanamh ar chruinnithe an Bhoird Chomhairligh um Athrú (CAB), athruithe a údarú, athruithe éigeandála a bhainistiú, a chinntiú go mbaintear leibhéil seirbhíse amach agus feabhas leanúnach a chur ar an bpróiseas. Soláthraítear rialachas agus dearbhú leis an ról freisin le haghaidh gníomhaíochtaí Aistrithe Seirbhíse trí athbhreithniú a dhéanamh ar dhoiciméadacht aistrithe, athbhreithnithe ullmhachta seirbhíse a dhéanamh le páirtithe leasmhara, Athbhreithnithe Ullmhachta Oibríochtúla (ORR) agus Tástáil Glactha Oibríochtúil (OAT) a bhailíochtú, agus a chinntiú go mbeidh na ceanglais oibríochtúla, airgeadais, cheadúnúcháin, tacaíochta agus úinéireachta uile i bhfeidhm roimh theacht i bhfeidhm Ina theannta sin, tacaíonn an post le bainistiú fadhbanna, anailís ar threochtaí, pleanáil leanúnachais seirbhíse, freagairt ar mhórtheagmhais, aistriú eolais agus gníomhaíochtaí ullmhachta oibríochtúla, agus is féidir tacú go héifeachtach le grúpaí taifeoirí oiliúna maidir le próisis ITSM agus seirbhísí nua nó athraithe a chinntiú i dtimpeallacht táirgthe bheo. Tá gá le rannpháirtíocht i róta ar glao-dhualgas agus i dtacaíocht lasmuigh d'uaireanta an chloig.

Agus é ag tuairisciú don Cheannaire Oibríochtaí Bainistíochta Seirbhíse, beidh ról lárnach ag an Anailísí Bainistíochta Seirbhíse maidir le cobhsaíocht, cáilíocht agus feabhsú leanúnach na seirbhísí TF ar fud Uisce Éireann a chothabháil. Leis an ról, soláthrófar rialachas, comhordú agus dearbhú ar fud chroíchleachtais ITSM, lena n-áiritheofar go soláthrófar seirbhísí i gcomhréir le ceanglais ghnó, caighdeáin oibríochtúla agus beartais eagraíochtúla. Ag obair i gcomhar le foirne inmheánacha, páirtithe leasmhara gnó agus comhpháirtithe tríú páirtí, tacóidh an sealbhóir poist le tabhairt isteach rathúil seirbhísí nua, cuirfidh sé feabhsuithe ar cháilíocht na seirbhíse chun cinn, bainisteoidh sé riosca oibriúcháin agus rannchuideoidh sé le seirbhísí teicneolaíochta athléimneacha atá dírithe ar chustaiméirí a sholáthar. Éilíonn an ról bainistíocht láidir páirtithe leasmhara, scileanna anailíseacha agus eagraíochtúla, agus béim ar fheabhsú leanúnach a chothú, feidhmíocht seirbhíse a fheabhsú agus a chinntiú go dtacaíonn seirbhísí teicneolaíochta go héifeachtach le cuspóirí gnó agus torthaí custaiméirí.

Príomhdhualgais agus Freagrachtaí:

• Seirbhísí tacaíochta duine le duine a sholáthar i ndáil le teagmhais nó fadhbanna nó athruithe, agus iarracht a dhéanamh ceisteanna a réiteach ar bhealach éifeachtúil atá dírithe ar an gcustaiméir
• Feidhmiú mar an comhéadan idir grúpaí TF, pobal úsáideoirí Uisce Éireann agus soláthraithe seirbhíse TF tríú páirtí
• Iarrataí ar athrú a chruthú agus a thaifeadadh
• Tacú le próisis bainistithe teagmhas, fadhbanna agus athruithe
• Measúnú agus meastóireacht a dhéanamh ar iarratais ar athrú don leibhéal iomchuí údaráis
• A chinntiú gur aontaigh na páirtithe leasmhara ábhartha uile le hathruithe agus go bhfuil siad ar an eolas fúthu
• Gníomhaíochtaí feabhsúcháin a aithint agus a phleanáil i gcás nach n-éiríonn leis an athrú
• Athruithe a údarú faoi struchtúir fhoirmiúla an Bhoird um Cheadú Athruithe
• Ag tacú le próiseas cruinnithe an Bhoird um Athrú, cathaoirleacht a dhéanamh ar na cruinnithe, iarrataí ar thionscadail athraithe a phlé agus iarrataí ar athrú a fhormheas
• Cinntí a chur in iúl do na páirtithe leasmhara ábhartha
• Comhordú a dhéanamh ar chur chun feidhme na n-athruithe
• Athrú a athbhreithniú agus a dhúnadh go foirmiúil nuair a chuirtear i gcrích go rathúil é
• Ag iarraidh freastal ar Leibhéil Seirbhíse
• Athruithe le haghaidh feabhsúcháin a logáil, a chatagóiriú agus a chur in ord tosaíochta
• Leanúint ar aghaidh chun a chinntiú go n-ardófar iarrataí ar athrú más gá agus rannpháirtíocht sa phróiseas athraithe éigeandála de réir mar is iomchuí
• Na próisis um Bainistiú Athruithe a chur chun feidhme, treochtaí fadtéarmacha a aithint agus ráta an 'socraithe céaduaire' a fheabhsú
• Doiciméadacht Aistrithe Seirbhíse a athbhreithniú agus a cheistiú chun iomláine, cruinneas agus ullmhacht oibríochtúil a chinntiú sula gcuirfear an táirgeadh in úsáid.
• Rialachas agus dearbhú a sholáthar gur féidir tacú go rathúil le seirbhísí nua nó seirbhísí athraithe i dtimpeallacht oibríochtúil bheo agus gur tugadh aghaidh ar gach táirge insoláthartha, formheas agus riosca aistrithe sula ndeonaítear ceadú dul i bhfeidhm
• A chinntiú go gcuirtear míreanna athraithe in ord tosaíochta ina n-eisiúintí
• Oiliúint a chur ar ghrúpaí taifeoirí foirne TF maidir leis an bpróiseas athraithe
• Páirt a ghlacadh i ngrúpaí fócais chun tuiscint níos fearr a fháil ar riachtanais shonracha maidir le tacaíocht d'úsáideoirí deiridh
• Páirt a ghlacadh i bPróiseas Priority One
• Saincheisteanna a mhéadú don bhainistíocht agus do dhaoine eile de réir mar is gá
• Oiliúint a chur ar ghrúpaí taifeoirí foirne TF maidir leis an bpróiseas teagmhais
• Athbhreithnithe rialta a dhéanamh ar na timpeallachtaí beo chun treochtaí nó saincheisteanna bunúsacha a aithint a bhféadfadh cruthú teagmhas a bheith mar thoradh orthu
• Páirt a ghlacadh i ngrúpaí fócais chun tuiscint níos fearr a fháil ar riachtanais shonracha maidir le tacaíocht d'úsáideoirí deiridh
• Leanúnachas Seirbhíse TF a chinntiú agus ionchur a sholáthar do Phleananna Teagmhais TF
• A chinntiú go bhfuil na páirtithe leasmhara ábhartha go léir ar an eolas faoi fhadhbanna
• Athbhreithniú a dhéanamh ar fhadhbanna maidir le réiteach rathúil agus iad a dhúnadh go foirmiúil
• Fadhbanna maidir le feabhsúchán a logáil, a chatagóiriú agus a chur in ord tosaíochta
• Leanúint ar aghaidh chun a chinntiú go n-ardófar iarrataí ar athrú más gá agus rannpháirtíocht sa phróiseas athraithe éigeandála de réir mar is iomchuí
• Páirt a ghlacadh in Uainchlár ar Glao-Dhualgas agus a bheith toilteanach obair lasmuigh de ghnáthuaireanta nuair is gá sin.
• Dualgais eile de réir mar a iarrtar air/uirthi ó am go chéile

Dualgais agus Freagrachtaí Ginearálta

• Comhoibriú le príomhpháirtithe leasmhara inmheánacha ar fud ghnólacht UÉ.
• Freagrach as gealltanais sláinte agus sábháilteachta a chur chun cinn agus a chur i gcrích ar fud UÉ agus a shlabhra soláthair, iompraíochtaí dearfacha a neartú agus cuspóirí agus riachtanais sláinte agus sábháilteachta ar na caighdeáin is airde sa tionscal a chur i gcrích
• Tacú le Clár Uisce Éireann um Bunathrú a chur i gcrích, torthaí a theastaíonn laistigh den Stiúrthóireacht a spreagadh, agus tacaíocht a thabhairt do chuspóirí uile-eagraíochta a bhaint amach
• Dualgais agus freagrachtaí a chur i gcrích i gcomhréir le beartais, caighdeáin, próisis agus rialuithe Slándála Faisnéise Uisce Éireann chun rúndacht, sláine agus infhaighteacht faisnéise gnó de chuid Uisce Éireann a chosaint, agus seirbhísí ríthábhachtacha a chur i gcrích, i gcomhréir le Treoir NIS (Slándáil Líonra agus Faisnéise) agus le rialachán cibearshlándála ábhartha eile ar bith.
• Dualgais eile de réir mar is gá.

Eolas, Scileanna agus Taithí:

• Bheadh trí bliana ar a laghad a bheith ag obair i dtimpeallacht TF agus taithí i ról Bainistíochta Teagmhais, Fadhbanna nó Athruithe ina bhuntáiste ar leith
• Cáilíocht ábhartha tríú leibhéal
• Bheadh deimhniú ITIL ina bhuntáiste
• Bheadh taithí i ról Bainistíochta Teagmhais, Fadhbanna nó Athruithe ina buntáiste ar leith
• Taithí i réimse na forbartha iarratais agus/nó na tacaíochta
• Bheadh taithí ar dhéileáil le soláthraithe tríú páirtí ina buntáiste
• Scileanna cumarsáide scríofa agus labhartha den scoth ag teastáil
• Cumas idirchaidrimh a fhorbairt d'fhonn spriocanna foirne a bhaint amach agus ag an am céanna a bheith in ann déileáil go héifeachtach le malairt tuairimí agus le haighneas a bhainistiú.
• Scileanna cumarsáide iontacha ó bhéal agus i scríbhinn
• Cumas cruthaithe caidrimh mhaithe oibre a chruthú agus a fhorbairt chun baint amach spriocanna oibre a éascú, chomh maith leis an gcumas gealltanais a fháil ó dhaoine eile.
• Taithí ar dheiseanna feabhsúcháin a shainaithint, ar smaointe a ghiniúint agus ar réitigh a chur i bhfeidhm
• Scileanna sármhaithe anailísithe agus an cumas fadhbanna agus feabhsuithe féideartha a shainaithint agus a anailísiú agus réitigh a mholadh agus a chur i bhfeidhm
• An cumas nósanna imeachta leanúnacha a bhunú chun faisnéis a bhailiú agus a athbhreithniú de réir mar is gá
• Réimsí nua foghlama a shainaithint go réamhghníomhach agus faisnéis agus scil nua-fhoghlamtha ar an láthair oibre á n-úsáid
• An cumas a c(h)aighdeáin feidhmíochta arda féin a leagan síos agus torthaí inmhianaithe a bhaint amach.
• Dea-scileanna cumarsáide agus idirphearsanta
• Eolas ar mhodheolaíochtaí, uirlisí agus timpeallachtaí atá caighdeánach don tionscal
• Tuiscint ar chleachtais agus ar phróisis ghinearálta ghnó
• An cumas déileáil go compordach le húsáideoirí neamhtheicniúla
• Dearcadh dearfach, imreoir foirne atá dírithe ar réitigh, fonn air eolas agus scileanna nua a fhoghlaim agus a fhorbairt
• Eolas ar uirlisí Bainistíochta Seirbhíse
• .Taithí ar dhéileáil le díoltóirí agus páirtithe leasmhara seachtracha.

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland's national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland's social and economic growth.

We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.

Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland's water services and meeting the needs of the communities we serve for generations to come.

The Role:

Uisce Éireann IT (UÉ IT) provides IT services and support to the wider Irish Water business, and across the Local Authority user base. Responsible for delivering high-quality IT Service Management across Incident, Problem, Change and Service Transition disciplines, acting as the key interface between business users, IT resolver groups and third-party service providers. The role oversees the end-to-end change lifecycle, including assessment, risk evaluation, stakeholder engagement, approval governance, implementation coordination and post-implementation review. Responsibilities include chairing Change Advisory Board (CAB) meetings, authorising changes, managing emergency changes, ensuring service levels are achieved and driving continual process improvement. The role also provides governance and assurance for Service Transition activities by reviewing transition documentation, conducting service readiness reviews with stakeholders, validating Operational Readiness Reviews (ORR) and Operational Acceptance Testing (OAT), and ensuring all operational, financial, licensing, support and ownership requirements are in place prior to go-live. In addition, the position supports problem management, trend analysis, service continuity planning, major incident response, knowledge transfer and operational readiness activities, while training resolver groups on ITSM processes and ensuring new or changed services can be effectively supported in a live production environment. Participation in an on-call rota and out-of-hours support is required.

Reporting into the Service Management Operations Lead, the Service Management Analyst will play a key role in maintaining the stability, quality and continual improvement of IT services across Uisce Éireann. The role will provide governance, coordination and assurance across core ITSM practices, ensuring that services are delivered in line with business requirements, operational standards and organisational policies. Working collaboratively with internal teams, business stakeholders and third-party partners, the postholder will support the successful introduction of new services, drive service quality improvements, manage operational risk and contribute to the delivery of resilient, customer-focused technology services.

The role requires strong stakeholder management, analytical and organisational skills, with a focus on fostering continuous improvement, enhancing service performance and ensuring that technology services effectively support business objectives and customer outcomes.

Main Duties and Responsibilities:

• Delivering front line support services in relation to incidents or problems or changes, striving to resolve issues in an efficient and customer-focused manner
• Acting as the interface between IT groups, the Irish Water user community and 3rd party IT service providers
• Creating and recording requests for change
• Supporting incident, problem & change management processes
• Assessing and evaluating requests for change for appropriate level of authority
• Ensuring that all relevant stakeholders have agreed to and are aware of changes
• Identifying and planning remediation activities in the event that the change is unsuccessful
• Authorising changes under formal Change Approval Board structures
• Supporting the Change Board meeting process, chairing the meetings, discussing requests for change projects and approval of requests for change
• Communicating decisions to the relevant stakeholders
• Coordinating implementation of changes
• Reviewing and formally closing change on successful completion
• Striving to meet Service Levels
• Logging, categorising and prioritising changes for remediation
• Following through to ensure that change requests are raised if required and involvement in the emergency change process as appropriate
• Implementing the Change Management processes, identifying long term trends and improving the rate of "first time fix"
• Review and challenge Service Transition documentation to ensure completeness, accuracy and operational readiness prior to production deployment.
• Provide governance and assurance that new or changed services can be successfully supported in a live operational environment and that all transition deliverables, approvals and risks have been addressed before go-live approval is granted.
• Ensuring that change items are prioritised into releases
• Training the IT team resolver groups on the change process
• Engaging in focus groups to better understand specific end user support requirements
• Participating in the Priority One Process
• Escalating issues to management and others as needed
• Training the IT team resolver groups on the incident process
• Performing regular reviews of the live environments to identify trends or underlying issues that may result in incident creation
• Engaging in focus groups to better understand specific end user support requirements
• Ensuring IT Service Continuity and provide input to IT Contingency Plans
• Ensuring that all relevant stakeholders are aware of problems
• Reviewing and formally closing problems on successful resolution
• Logging, categorising and prioritising problems for remediation
• Following through to ensure that change requests are raised if required and involvement in the emergency change process as appropriate
• Participation in On Call Rota and flexibility for out of hours work as required
• Other duties as required from time to time

General Duties and Responsibilities

• Collaboration with key internal stakeholders across the UÉ business
• Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards
• Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives
• Conducts duties and responsibilities in accordance with Uisce Éireann's Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of UÉ business information and delivery of critical services, in accordance with the NIS Directive and any other relevant cybersecurity regulation
• Other duties as required

Knowledge, Skills and Experience:

• Minimum of three years' working in an IT environment and experience in an Incident, Problem or Change Management role would be a distinct advantage
• Relevant third level degree
• ITIL certification would be an advantage
• Experience in an Incident, Problem or Change Management role would be a distinct advantage
• Experience in the area of Application development and/or support
• Experience dealing with third party suppliers would be an advantage
• Excellent written and oral communications skills required
• Ability to develop relationships to accomplish team goals coupled with dealing effectively with differences of opinion and conflict management
• Excellent verbal and written communication skills
• Proven ability to create and develop good working relationships to facilitate the accomplishment of work goals, coupled with the ability to gain commitment from others.
• Experience with identifying improvement opportunities, generating ideas and implementing solutions
• Have excellent analytical skills and be able to identify and analyse problems and potential improvements, and propose and implement solutions
• Ability to set up ongoing procedures to collect and review information as needed
• Proactively identifying new areas of learning and using newly gained knowledge and skill on the job
• Ability to set own high standards of performance and delivering desired results
• Good communication and interpersonal skills
• Knowledge of industry-standard methodologies, tools and environments
• An understanding of general business practices and processes
• Ability to deal comfortably with non-technical users
• 'Can Do' attitude, solution-oriented team player, keen to learn and take on new knowledge and skills
• Familiarity with Service Management tools
• Experience dealing with external vendors and stakeholders
  
  The closing date for receipt of applications for this vacancy is 04/09/2026
  
  Please note that applications submitted after this closing date will not be accepted.
  
  *Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their experience develops further.
  
  Uisce Éireann is an equal opportunities employer.

We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.