Lead IT operations transformation by analysing and redesigning ITIL-aligned processes, conducting AS-IS/TO-BE mapping, driving automation and CMDB maturity, engaging stakeholders, documenting SOPs and KPIs, and supporting selection and implementation of ITSM tools to improve service delivery.
Arthur Cox LLP is one of Ireland’s leading law firms. We are an “all-island” firm with offices in Dublin and Belfast. We also have offices in London, New York, and San Francisco. Our practice encompasses all aspects of corporate and business law.
With 600 legal staff and a total headcount of nearly 900, we provide a comprehensive service to an international client base ranging from multinational organisations, banks, and financial institutions and established global leaders to government agencies and new players in emerging industry sectors.
Our story has been defined by our progressive outlook. For over 100 years, we have led the way in the legal field in Ireland. For our clients, we work to deliver the best service and support. With an independent, entrepreneurial spirit of innovation leading the way.
With 600 legal staff and a total headcount of nearly 900, we provide a comprehensive service to an international client base ranging from multinational organisations, banks, and financial institutions and established global leaders to government agencies and new players in emerging industry sectors.
Our story has been defined by our progressive outlook. For over 100 years, we have led the way in the legal field in Ireland. For our clients, we work to deliver the best service and support. With an independent, entrepreneurial spirit of innovation leading the way.
Department: IT
Location: Dublin (hybrid)
Reports to: Head of IT Operations
Contract Type: 12-month FTC, Full-time
Location: Dublin (hybrid)
Reports to: Head of IT Operations
Contract Type: 12-month FTC, Full-time
Background:
Arthur Cox is at the forefront of technology adoption that drive value within the firm, its client's business, and the wider legal industry. IT operations play a central role, connecting digital capabilities to the firm’s objectives and creating a solid foundation for continued success.
Arthur Cox is on an IT transformation journey driven by a clear imperative: evolve its IT infrastructure and operations to ensure they are strategically aligned with the firm’s long-term growth and innovation goals, with a laser focus on client service delivery and operational efficiency.
About the role
Arthur Cox is looking to hire an experienced Business Analyst desk to join its IT operations team and play a leading role in its transformation initiative. The successful candidate will be responsible for analysing, designing, and implementing improvements to IT operations and business processes, leveraging ITIL best practices and driving transformation across IT Operations and where required in other areas of the firm.
Arthur Cox is looking to hire an experienced Business Analyst desk to join its IT operations team and play a leading role in its transformation initiative. The successful candidate will be responsible for analysing, designing, and implementing improvements to IT operations and business processes, leveraging ITIL best practices and driving transformation across IT Operations and where required in other areas of the firm.
This role requires strong analytical skills, an in-depth understanding of ITIL methodology and excellent project management skills.
The successful candidate is a team player, embedded within the IT operations team who will collaborate very closely with a variety of key stakeholders in the firm and will require to demonstrate strong business/technical acumen and excellent communication skills.
The successful candidate should have a track record of navigating through the complexities of introducing and implementing complex changes in technology and demonstrate a clear understanding of the impact on IT infrastructure/operations, business processes and applications.
Key responsibilities of the role include requirements gathering, impact analysis, process design and optimisation and co-ordinating communication between multiple stakeholders across IT and the wider firm. The successful candidate will also play a crucial role in the selection and successful implementation as a new suite of IT applications/tools.
Key Responsibilities
ITIL Process Analysis, Mapping & Optimisation
- Conduct in-depth analysis and mapping of the existing “AS-IS” IT operations business processes.
- Conduct gap analyses to identify opportunities for process improvement, including automation, to align the future IT operations processes with ITIL best practice and define clear remediation and improvement plans.
- Develop and design "TO-BE" processes aligned with ITIL best practices, including impact analysis of the proposed changes on business processes, technology, workflows and the wider firm, eliciting requirements and validation from stakeholders that the new processes meet the requirements.
Business & Stakeholder Engagement
- Engage stakeholders to capture business, operational, and service requirements.
- Facilitate workshops to validate current state (pain points, inefficiencies) and target state design and service improvements.
- Translate requirements into structured process improvements and service models.
- Act as the interface between IT, business stakeholders, and external vendors.
Documentation & Reporting
- Produce and maintain high-quality documentation, including Process maps (BPMN / workflow diagrams), Standard Operating Procedures (SOPs), RACI matrices.
- Drive standardisation and simplification of documentation across all service management disciplines (e.g. Incident Management, Problem Management, Change Enablement, etc).
- Develop dashboards and reporting to track process performance, adoption of target models and improvement outcomes.
Tooling & Automation
- Align ITSM tooling to support target-state process design.
- Translate process maps into Automated workflows, approval models and self-service capabilities.
- Identify opportunities to remove manual steps and improve automation.
- Support CMDB maturity and integration with asset and monitoring tools.
Service Improvement & Governance
- Drive Continual Service Improvement (CSI) initiatives based on process analytics and performance data.
- Define and track KPIs and SLAs aligned to both current and target process maturity levels.
- Identify recurring issues and systemic inefficiencies through structured analysis.
- Ensure governance, auditability, and alignment with ITIL and internal policies.
Skills, Knowledge and Expertise
- Bachelor’s degree in computer science, Information Technology, business information systems or a related field AND
- At least 5 years’ experience in ITIL maturity or transformation programmes.
- Experience in regulated or professional services environment.
Certifications (Highly desirable):
- ITIL Foundation Certification or Advanced ITIL certifications (Practitioner, Managing Professional, or Strategic Leader).
- Business Analysis certification (e.g. CCBA).
Key competencies:
Technical Skills
- Strong knowledge of ITIL (v3/ITIL 4).
- Experience in ITSM environments and process improvement.
- Proficiency in process modelling tools (Visio, Lucidchart, BPMN).
- Knowledge of automation/scripting (PowerShell, Python).
- Familiarity with Lean / Six Sigma
Soft Skills:
- Outstanding communication and interpersonal skills written and verbal in English (individual or group) to enable effective collaboration and stakeholder engagement.
- Ability to complete assignments with minimal direction.
- Ability to work independently and as part of a team.
- Ability to lead and motivate teams, fostering a collaborative and results-oriented environment.
- Good organisational and time management skills.
- High-quality documentation skills and process-oriented approach.
- Strong attention to detail and a methodical approach.
Additional competencies:
- Collaborative mindset and who can work independently or more often as part of a diverse team and group of internal and external stakeholders.
- Exceptional aptitude for dealing with ambiguity, unexpected emergencies, frequent interruptions, and competing deadlines.
- Proactive, flexible and adaptable disposition with a willingness to work hands-on, demonstrating attention to detail and the ability to take ownership of individual and team’s work.
- Innate curiosity and willingness to learn and evolving technology environment on an ongoing basis: develops knowledge base and skill set beyond that called for by immediate tasks and continually push the ‘knowledge envelope’.
- A continuous improvement mindset, continually critically evaluating results to drive improvements
Benefits
- Competitive salary
- 25 days annual leave
- Leading hybrid working policy
- Immediate pension scheme
- Wide-ranging opportunities for involvement in internal committees
- Comprehensive health and wellness benefits including full gym and wellness programme
- Wide-ranging opportunities for involvement in internal committees
About
Arthur Cox is one of Ireland’s leading law firms and provides a comprehensive service to an international client base ranging from multinational organisations, banks and financial institutions, established global leaders to government agencies and new players in emerging industry sectors. Our story has been defined by our progressive outlook. For over 100 years, the firm has led the way in the legal field in Ireland, delivering the best service and support for our clients. With an independent, entrepreneurial spirit of innovation leading the way. Arthur Cox LLP is an equal opportunities employer. We value diversity and encourage applications from all sections of society. Please advise if you have any additional requirements, we will happily assist. Any information disclosed by you in this regard will be kept strictly confidential and shared within the firm only as necessary and with your consent. Reasonable accommodations provided for the purposes of your interview or which you may require during your employment will not be taken into account in hiring decisions.
Arthur Cox Dublin, Dublin, IRL Office
Ten Earlsfort Terrace, Dublin, Dublin, Ireland, D02 T380
Similar Jobs
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Lead regulatory interpretation and analysis for Optum Rx pricing and underwriting. Assess federal and state impacts, provide actionable guidance to actuarial, pricing, underwriting, legal, and product teams, support governance and risk processes, monitor emerging regulations, and mentor junior analysts.
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Lead and build an integrated pharmacy analytics function to deliver KPIs, dashboards, and advanced analytics (AI/ML, predictive modeling) that improve community pharmacy operations, financial performance, and patient outcomes. Influence senior stakeholders, mentor analytics teams, set execution rhythms, and align cross-functional partners to drive measurable operational and financial results.
Top Skills:
Ai/MlAzureData EngineeringPower BIPredictive ModelingScenario SimulationSQL
Artificial Intelligence • Big Data • Healthtech • Information Technology • Machine Learning • Software • Analytics
Support and validate IFP PCOR reporting applications by testing, data validation, and resolving issues. Build and maintain data validation and QA automation architecture, load and transform data, create user-friendly views, work with business stakeholders to gather requirements, and maintain data load processes and stored procedures.
Top Skills:
ETLHivePower BIPythonSnowflakeSQLSQL ServerTableauTeradata
What you need to know about the Dublin Tech Scene
From Bono and Oscar Wilde to today's tech leaders, Dublin has always attracted trailblazers, with more than 70,000 people working in the city's expanding digital sector. Continuing its legacy of drawing pioneers, the city is advancing rapidly. Ireland is now ranked as one of the top tech clusters in the region and the number one destination for digital companies, with the highest hiring intention of any region across all sectors.
