Global ITSM Process & Change Coordinator

Catering; Belfast City District; On-site; GBP 50,000 - 70,000; Full time

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT Team at the Belfast office. The role focuses on coordinating ITSM processes, governance, and MI delivery to ensure controlled, low-risk IT service delivery across offices.

The candidate will balance governance with delivery and work closely with service owners, vendors and stakeholders. Key requirements include strong ITIL v4 knowledge, 5+ years in an IT environment, and proven stakeholder engagement.

Qualifications

• Strong knowledge of ITIL v4 and service management principles.
• Experience engaging stakeholders across IT and business units.
• Proven ability to analyse data and drive continual service improvement.
• Comfortable working in governance-focused environments.
• Experience in preparing management information and reports.

Responsibilities

• Coordinate administration of ITSM processes end-to-end and maintain process records.
• Support Change & Release Management, Problem Management and Service Design activities.
• Prepare MI and insights, highlight risks and escalate where needed.
• Assist with governance forums, CAB and change-pack preparation and minutes.
• Work with IT teams and vendors to ensure toolsets support process steps.

Skills

ITIL v4

Stakeholder engagement

Analytical skills

Governance

Reporting

Education

Degree preferred

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT Team at the Belfast office. The role focuses on coordinating ITSM processes, governance, and MI delivery to ensure controlled, low-risk IT service delivery across offices.

The candidate will balance governance with delivery and work closely with service owners, vendors and stakeholders. Key requirements include strong ITIL v4 knowledge, 5+ years in an IT environment, and proven stakeholder engagement.