Junior Service Delivery Analyst in Belfast

We are looking for a Junior Service Delivery Analyst who will join the IT Delivery Team and help us make the world a better place through innovation, which means we’re taking risks and questioning conventional thinking, and developing new technologies and ways of doing business – leading the way, every single day.

As a Junior Change & Service Management Analyst, you will play a key hands-on role in the day-to-day operation of core ITIL service management processes — specifically Incident Management, Service Requests, Change Management, Problem Management, and Knowledge Management — within our ServiceNow platform. This is an ideal role for a recent graduate or someone early in their IT career who is passionate about IT service management and wants to build a strong foundation in best-practice ITSM processes. You will work closely with the Service Desk Manager, IT Delivery Team and broader IT team, supporting the delivery of consistent, high-quality IT services across Wolfspeed's global operations.

You will help ensure that changes are controlled and safely deployed, that problems are identified and resolved at root cause, and that knowledge is captured, structured, and shared to empower the business. The role is highly cross-functional and will give you exposure to a wide range of teams, technologies, and processes.

• Change Management
  • Support end-to-end Change Management — logging, reviewing, scheduling, and tracking changes through to completion
  • Assist in facilitating CAB meetings, preparing agendas, recording outcomes, and following up on actions
  • Monitor and report on change performance, including success rates, failed changes, and emergency change trends
• Problem Management
  • Identify, log, and track problems and known errors, supporting root cause analysis (RCA) investigations
  • Coordinate with technical teams to drive problems to resolution and reduce recurring incidents
  • Produce trend analysis reports to surface improvement opportunities
• Knowledge Management
  • Maintain and improve the ServiceNow knowledge base, ensuring articles are accurate, relevant, and up to date
  • Work with subject matter experts to capture and publish knowledge, promoting self-service and a knowledge-sharing culture
  • Monitor usage metrics to identify gaps and continuously improve content quality
• Incident Management
  • Support Incident Management by ensuring incidents are correctly logged, categorized, prioritized, and assigned within SLA
  • Help coordinate major incident communications and post-incident reviews, linking findings back to problem records
  • Contribute to incident trend analysis to identify recurring issues for problem investigation
• Service Request Management
  • Manage the service request queue, ensuring requests are triaged, fulfilled, and closed in a timely manner
  • Support the development and maintenance of service catalogue items and fulfilment workflows in ServiceNow
  • Identify opportunities to automate or streamline common request types to improve efficiency and end-user satisfaction
• General
  • Build strong relationships with customers of the ITSM function and provide training on ITIL processes and tooling
  • Contribute to reporting dashboards, data analysis, and continual service improvement initiatives
  • A degree in Information Technology, Computer Science, Business Information Systems, or a related discipline — OR relevant work experience/placement in an IT environment
  • A foundational understanding of ITIL concepts (Change, Problem, Incident, Knowledge Management)
  • Strong organizational skills with the ability to manage multiple tasks and shifting priorities
  • Excellent communication and interpersonal skills — able to engage confidently with stakeholders at all levels
  • A detail-oriented, analytical mindset with a focus on accuracy and data-driven thinking
  • Eagerness to learn, take ownership, and continuously improve

• ITIL 4 Foundation certification (or willingness to achieve this upon joining)
• Hands-on experience with ServiceNow or a similar ITSM platform (academic, placement, or professional)
• Experience producing reports, dashboards, or metrics in any tooling
• Exposure to root cause analysis techniques or problem-solving frameworks

Wolfspeed is an equal opportunity employer. We recruit, employ, train, compensate, and promote regardless of race, sex, religion, color, national origin, disability, age, veteran status, gender identity, sexual orientation, and other protected statuses as required by law.

We value our people above all else- You may be entitled to:

• Competitive Salary
• Performance based bonus plan
• Flexible working environment
• 25 days annual leave plus 10 public holidays
• Pension Plan
• Full benefits package including private medical insurance
• A fun, inclusive working environment providing fantastic learning and development programs designed to enable individuals to achieve career goals and grow with the company
• And a lot more!