DescriptionWe 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 Uisce Éireann business, and across the Local Authority user base. IT Operations is responsible for all operational run activities across Applications, Operational Technology, Service Management and Infrastructure.
The Service Management team is responsible for the management of the delivery of frontline support services in relation to incidents, problems, and changes, striving to resolve IT queries and issues in an efficient and customer-focused manner. The team monitor, report, analyse and escalate day-to-day operational service delivery issues, taking ownership through to resolution, ensuring IT Service Continuity and providing input to risk management plans. The team are also accountable for formalising business requirements into service requirements and managing the service introduction & service transition processes. Additionally, the team manage outsourced Service Management contracts and relationships with strategic suppliers, ensuring service providers perform to the SLAs documented in the contract.
Reporting to the Service Design & Introduction Lead, the Service Catalogue Analyst will support the delivery of frontline support services in relation to problems, and changes, striving to resolve IT queries and issues in an efficient and customer-focused manner.
Main Duties and Responsibilities:
Support the delivery front line support services in relation to service management, striving to resolve issues in an efficient and customer-focused manner through a mix of internal resources and third parties
Ensure Service Management projects are delivering clearly documented, high quality project artefacts that can be used as part of ST and as part of the Service Management knowledge base
Ensure Service Management projects are following the correct project approval paths for all IT elements
Ensure Service Management projects are aligned with strategy and with appropriate standards
Ensure appropriate training programmes are put in place for the Service Desk prior to service transition
Promote Service Management in defining, managing and meeting user expectations
Review Service Levels on a periodic basis, measuring performance and recommending service improvement actions through agreed continuous improvement initiatives - meets and/or exceed SLA and customer satisfaction goals
Ensure appropriate KT, training, and upskilling of the wider Service Management team, and relevant third parties are completed in advance of ST to live (including any new or amended third party support arrangements)
Support the establishment of Uisce Éireann IT focus groups to better understand specific end user support requirements, and challenges, with tangible progress demonstrated to the group of improvement initiatives
Escalate issues to management and others as needed
Ensure IT Service Continuity and provide input to IT Contingency plans.
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.
Other duties as required.
Knowledge, Skills and Experience:
Relevant third level qualification and or accreditation is desirable
A minimum of 3 years’ experience in the water, utilities or similar industries is desirable and or relevant experience
Experience managing a team, with strong people, change management and conflict resolution skills
Ability to develop and maintain effective partnerships with key stakeholders internally and externally
Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate information to others
Highly motivated individual, working to the highest professional standards and with proven ability to deliver results within a team.
Strong analytical skills and ability to identify and analyse problems and potential improvements, and propose and implement solutions
Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements
Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job.
The closing date for receipt of applications for this vacancy is 08/04/2025.
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.