Senior ITSM Analyst: Change & Service Design Lead

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 provide administration, coordination and reporting across ITSM processes. You will work under the Global Service Desk Senior Manager, supporting Change, Release, Problem and Service Design into a controlled, low-risk operation.

You will balance governance with delivery, collaborate with technical teams, service owners and vendors, and produce MI to inform decisions while ensuring compliance with ITIL practices and

Qualifications

• Strong working knowledge of ITIL frameworks.
• Minimum 5+ years in IT environment.
• Proven stakeholder engagement and communication skills.
• Strong analytical and presentation skills.
• Highly organised with the ability to manage competing priorities across multiple processes and initiatives.

Responsibilities

• Manage 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.
• 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 PIRs, escalate overdue actions and risks as required.
• Problem Management: support the problem lifecycle by ensuring records are logged and kept up to date, assisting 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.
• Service Design / Acceptance into Service: support the service readiness process by checking artefacts provided and coordinating reviews and sign-offs.
• Support service transition by coordinating updates between project delivery, technical teams and service operations, and elevating readiness risks where criteria are not met.
• Work with ITSM tool owners and vendors to raise requests, assist with testing configurations, and confirm tooling supports documented steps.
• Support process adoption by using approved guidance materials, assisting with training/briefings, and responding to day-to-day queries.
• Decision rights: this role works under guidance and does not approve changes or own remediation delivery.

Skills

ITIL

Stakeholder engagement

Analytical skills

Presentation skills

Communication skills

Education

Degree preferred

ITIL v4 Certification

Tools

ITSM toolset

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to provide administration, coordination and reporting across ITSM processes. You will work under the Global Service Desk Senior Manager, supporting Change, Release, Problem and Service Design into a controlled, low-risk operation.

You will balance governance with delivery, collaborate with technical teams, service owners and vendors, and produce MI to inform decisions while ensuring compliance with ITIL practices and