Senior ITSM Analyst: Change, Problem & Service Design

Catering; Purdysburn; On-site; GBP 45,000 - 60,000; Full time

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT team. The role focuses on administering ITSM processes, coordinating change and release management, and providing MI to inform governance.

Working with the global service desk, ITIL-aligned practices, and stakeholders, you will ensure records are accurate, escalate risks where needed, and support continual service improvement while balancing governance with delivery.

Qualifications

• Strong working knowledge of ITIL frameworks.
• Minimum 5+ years working within an IT environment.
• Proven stakeholder engagement and communication skills.
• Proven ability to adopt, drive, and promote continual service improvement, using data, insight, and stakeholder feedback to enhance service performance.

Responsibilities

• Coordinate and administer ITSM processes end-to-end, maintaining accurate records and enabling process owners.
• Support Change & Release Management, CAB logistics, and governance forums.
• Monitor compliance, produce MI, identify risks and escalate to the appropriate process owner or forum.
• Assist in Problem Management lifecycle including root cause analysis and remediation logging.
• Support Service Design / Acceptance into Service with required artefacts and sign-offs.
• Contribute to service transition by coordinating updates between project delivery and operations.
• Collaborate with ITSM tool owners and vendors to validate configurations and reporting.

Skills

ITIL

Stakeholder engagement

Analytical thinking

Documentation

Education

Degree qualified preferred

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to join the IT team. The role focuses on administering ITSM processes, coordinating change and release management, and providing MI to inform governance.

Working with the global service desk, ITIL-aligned practices, and stakeholders, you will ensure records are accurate, escalate risks where needed, and support continual service improvement while balancing governance with delivery.