Senior ITSM Analyst: Change & Service Design Lead

Catering; Ballynahinch; On-site; GBP 45,000 - 65,000; Full time

Job summary

A&O Shearman in Belfast seeks a Senior ITSM Process Support Analyst to join the IT Team at the Belfast office. You will oversee defined ITSM processes, coordinate Change & CAB activities, and help drive compliance, risk management and continual service improvement across IT operations.

The role requires 5+ years in IT, strong ITIL knowledge, stakeholder engagement, and effective communication, with a pragmatic balance of governance and 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, tooling effectiveness, and user experience.
• Degree qualified preferred.
• ITIL v4 Certification – preferred.

Responsibilities

• Manage the administration and day-to-day coordination of assigned ITSM processes by ensuring records are accurate and complete, completing compliance checks, and producing management information (MI) and insights.
• Maintain and update process documentation (policies, procedures, workflows, controls, RACI, templates) using agreed templates, and route changes to the appropriate process owner/governance forum for review and approval.
• Support alignment of ITSM processes with ITIL practices, firm policies, security standards and regulatory requirements by completing routine evidence checks, recording observations, and escalating exceptions and non-compliance for review.
• Change Management: perform initial quality checks on change records, coordinate scheduling and communications, and ensure the change is routed to the appropriate authority for approval.
• CAB support: assist with meeting logistics, prepare and circulate agendas and change packs, capture decisions and actions, publish notes/minutes, and follow up on actions to closure.
• Monitor change outcomes and assist with post-implementation reviews (PIRs). Ensure follow-up actions are logged and routed to the relevant teams/owners, and expedite overdue actions and risks as required.
• Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assistance with prioritisation and progress tracking, and coordinating inputs from technical teams.
• Produce basic trend reports using incident/problem data and share findings with the process owner/manager to support improvement discussions and prioritisation.
• Service Design / Acceptance into Service: support the service readiness process by checking required artefacts are provided and coordinating reviews and sign-offs.
• Support service transition by coordinating updates between project delivery, technical teams and service operations, and escalating readiness risks where acceptance criteria are not met.
• Work with ITSM tool owners and vendors to raise requests, assist with testing of configurations, and confirm tooling and reports support the documented process steps.
• Support process adoption by using approved guidance materials, assisting with training, and responding to day-to-day queries, escalating complex queries when needed.
• Decision rights: this role works under guidance and does not approve changes, accept services into live support, or own remediation delivery.

Skills

ITIL

Stakeholder management

Analytical skills

Communication

Service improvement

Education

Degree preferred

Job description

A&O Shearman in Belfast seeks a Senior ITSM Process Support Analyst to join the IT Team at the Belfast office. You will oversee defined ITSM processes, coordinate Change & CAB activities, and help drive compliance, risk management and continual service improvement across IT operations.

The role requires 5+ years in IT, strong ITIL knowledge, stakeholder engagement, and effective communication, with a pragmatic balance of governance and delivery.