Job Title: Systems Analyst & Support (Contract)
Location: Cork, Ireland
Overview
We are seeking an experienced Systems Analyst & Support Specialist to join a high-performing operations and technology team in Cork. This role will focus on improving system processes, supporting testing activities, and enhancing operational efficiency through automation and process optimisation.
You will play a key role in analysing existing workflows, reducing manual effort, and ensuring support processes are scalable, compliant, and aligned with future system enhancements.
Key Responsibilities
- Support system testing activities, including UAT and regression testing, ensuring defects are identified and resolved effectively
- Assist with internal audits and external inspections, ensuring systems and processes meet compliance standards
- Identify and assess system risks and issues, escalating where appropriate
- Develop a deep understanding of current account management processes, particularly those that are manual or resource-intensive
- Identify opportunities to automate or streamline repetitive tasks, improving efficiency while maintaining data integrity and compliance
- Deliver enhanced documentation, tooling, and process improvements to enable reduced manual intervention
- Review and optimise the existing support model, removing inefficiencies and improving user experience
- Define and maintain clear triage processes, escalation paths, and support documentation
- Establish and track key support metrics (KPIs/SLAs) to measure performance and identify improvement areas
Key Skills & Experience
- Proven experience in a Systems Analyst, Application Support, or IT Support Analyst role
- Strong understanding of business process analysis and process improvement methodologies
- Experience with system testing (UAT, SIT, regression)
- Ability to identify automation opportunities (experience with tools or scripting is advantageous)
- Familiarity with support frameworks (e.g., ITIL)
- Strong documentation skills with experience creating process maps, SOPs, and user guides
- Exposure to ticketing/support systems is highly desirable
- Excellent stakeholder management and communication skills
