Senior ITSM Analyst: Process & Change Governance

Catering; Belfast City District; On-site; GBP 55,000 - 75,000; Full time

Job summary

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to strengthen governance and support for IT service management. You will coordinate ITIL-aligned processes, maintain documentation, and partner with service owners, vendors, and regional teams to ensure compliant and reliable service delivery.

The role emphasizes data-driven insights, risk identification, and continued improvement across Change, Problem, and Service Design processes within a global IT function.

Qualifications

• Strong working knowledge of ITIL frameworks.
• Minimum 5+ years working within an IT environment.
• Proven stakeholder engagement and communication skills.
• Promote continual service improvement using data and feedback.
• Degree qualified preferred and ITIL v4 certification is a plus.

Responsibilities

• Manage administration and day-to-day coordination of ITSM processes, ensuring records are accurate and complete.
• Produce management information and insights; identify trends and risks for escalation.
• Update process documentation (policies, procedures, workflows, RACI) for review and approval.
• Support Service Design and Acceptance into Service with artefact checks and sign-offs.
• Coordinate service transition and align ITSM processes with ITIL and security standards.
• Work with ITSM tool owners to raise requests and test configurations.
• Assist with training, queries, and adoption of approved guidance materials.

Skills

ITIL knowledge

Stakeholder engagement

Analytical skills

Presentation skills

Communication skills

Education

Degree preferred

Job description

A&O Shearman in Belfast is seeking a Senior ITSM Process Support Analyst to strengthen governance and support for IT service management. You will coordinate ITIL-aligned processes, maintain documentation, and partner with service owners, vendors, and regional teams to ensure compliant and reliable service delivery.

The role emphasizes data-driven insights, risk identification, and continued improvement across Change, Problem, and Service Design processes within a global IT function.