Senior ITSM Analyst — Change, Problem & Service Design

Catering; Belfast City District; On-site; GBP 42,000 - 65,000; Full time

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the Global Service Desk. You will support and coordinate ITSM processes across the IT organisation, enabling governance while balancing delivery.

This role reports to the Global Service Desk Senior Manager and collaborates with service owners, vendors, and regional IT teams. The position requires ITIL knowledge, strong analytics, and excellent stakeholder communication.

Qualifications

• Strong knowledge of ITIL frameworks (ITIL v4 preferred).
• Minimum 5+ years' experience in an IT environment.
• Proven stakeholder engagement and communication skills.
• Experience with ITSM processes and governance.

Responsibilities

• Manage administration and coordination of ITSM processes and maintain documentation.
• Coordinate change management activities, CAB support and evidence checks.
• Monitor change outcomes and support PIRs and risk escalation.
• Support Service Design and Acceptance into Service activities with owners and sign-offs.
• Prepare MI and insights, identify trends and escalate to process owners.
• Collaborate with vendors and IT teams to validate tooling and reporting.

Skills

ITIL knowledge

Stakeholder engagement

MI reporting

Governance

Analytical skills

Education

Degree preferred

ITIL v4 Certification

Tools

ITSM toolset

Change management tooling

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the Global Service Desk. You will support and coordinate ITSM processes across the IT organisation, enabling governance while balancing delivery.

This role reports to the Global Service Desk Senior Manager and collaborates with service owners, vendors, and regional IT teams. The position requires ITIL knowledge, strong analytics, and excellent stakeholder communication.