Technical analyst L&D
Job Summary
Walgreens Boots Alliance (Nasdaq: WBA) is an integrated healthcare, pharmacy and retail leader serving millions of customers and patients every day, with a 170-year heritage of caring for communities. WBA Digital and IT Solutions Ireland Ltd (WBA D&ITS) is designed to support innovation in healthcare technology with the agility to respond quickly to WBA’s operational needs through a 24/7 ‘follow the sun’ model. WBA D&ITS optimizes pharmacy software platform operations by centrally managing selected digital pharmacy products.
Our people are the reason for our success, and our focus is to scale and grow our Dublin office, simultaneously delivering work for Walgreens. We believe in hiring great people, and we want to ensure everyone has the best possible work experience every day. Together we strive to deliver More joyful lives through better health!
We are seeking an experienced Service Specialist (Technical Analysis) to lead analysis efforts in the areas of Knowledge Management and Learning and Development (L&D). Reporting to the Service Lead, the successful candidate will play a pivotal role in understanding and identifying methods to drive standardization across enterprise tools while supporting the consolidation of data from multiple platforms into unified solutions. This includes the integration of Knowledge Articles and Configuration item information within IT Service Management (ITSM) systems. With at least three years of experience in a multinational environment, the ideal candidate will confidently deliver actionable proposals supported by data-driven insights.
This is a hybrid position based in our Dublin 2 offices.
What you will do:
• Be responsible for the continuous analysis, review, and optimization of enterprise platforms and applications (e.g. Knowledge Management, Learning / Content Management Systems, M365 suite etc).
• Collaborate with stakeholders evaluate, plan, and deliver the roadmap for consolidation and optimisation aligned with the company's strategic goals.
• Collaborate with IT teams to optimize the structure and usability of knowledge repositories.
• Analyse current enterprise tools and processes to identify redundancies, inefficiencies whilst devising strategies to drive better optimisation and engagement.
• Work closely with various stakeholders (HR, L&D, IT, etc) to help design and implement unified knowledge management platforms and resources.
• Leverage expertise in ITSM tools (e.g., ServiceNow, BMC Remedy) to enhance knowledge and configuration data management.
• Establish metrics to measure and improve tool and process performance.
• Conduct workshops and stakeholder interviews to gather and document requirements.
• Create business cases backed by quantitative and qualitative analysis.
• Present findings and proposals effectively to diverse audiences, including senior leadership.
• Facilitate change management to ensure successful adoption of standardized tools.
• Develop and maintain standards for managing and accessing Configuration Item information within ITSM systems.
• Ensure seamless integration of Knowledge Articles and Configuration Item data into ITSM workflows.
• Perform root cause analysis and deep-dive studies to drive improvements in Problem, Incident, Change, and DevOps Management.
You will be able to:
• Gather, document, and analyse technical and business requirements, identifying functional gaps and redundancies.
• Deliver exceptional presentations and influence stakeholders to drive change.
• Act as a subject matter expert in your area, mentoring others.
• Apply critical thinking and problem-solving skills with a detail-oriented approach.
• Build consensus and navigate complex, multicultural environments.
• Collaborate confidently, acting as a liaison between various teams.
You need to have:
• 3+ years of experience in a multinational corporation, including projects focused on tool consolidation and ITSM systems.
• Bachelor’s degree in Business, Information Systems, or a related field.
• A proven track record in Knowledge Articles and Configuration Item management within ITSM systems.
• Experience in managing risks associated with specialized projects, including mitigation strategies.
• Leadership skills in developing innovative solutions and setting standards within your specialization.
• Experience or exposure to Agile or Scrum methodologies.
• A keen interest in/some experience of the learning and development area.
• Certifications (preferred) such as ITIL or CBAP.
…and be experienced with:
• Tools like ADO, Confluence, and Asana for managing requirements and tasks.
• MS Suite, Knowledge Management systems, and L&D platforms .
• ITSM tools such as ServiceNow or BMC Remedy.
What we offer
• A dynamic and collaborative work environment focused on innovation and operational excellence.
• Opportunities to work on impactful global projects involving ITSM, L&D and more.
• Professional development, including access to training and certifications.
• A hybrid working model with flexibility and a supportive approach.
We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you.
WBA Technology Center is an Equal Opportunity Employer, and qualified applicants will receive consideration for employment without regard to race, colour, age, family status, disability, religion, sex, sexual orientation, gender identity, nationality, or ethnic origin.
Please apply directly through this advertisement or reach out to me for more information:
#LI-MO1